Communication Skills Training to help build your communication skills

Communication

1. Soft Skills Module COMMUNICATION SKILLS

2. Participate actively Make Notes Do it for your own good Posture Applaud Cellphones on silent mode Ground Rules For the Program

3. Why is this workshop taking place?

4. 4 Fundamentals of Communication Skills Verbal Communication – How to effectively hold a conversation confidently? Listening Skills – Find out how ineffective we are at listening to others. Presentation Skill – Presenting an idea or a PPT before a group

5. 1. VERBAL COMMUNICATION It covers these skills Conversational Skills How to sound more confident? Voice Modulation & Tone Articulation & Pronunciation

6. 1.Conversational Skills All conversations follow a basic set of rules which people use to express themselves when speaking. The ability to start and maintain a conversation with little effort is a key component to your personal and professional life. Good communication skills display an air of intelligence and self-confidence that is crucial to developing relationships. Imagine what would happen to language if there were no rules to follow during conversations! 6 VERBAL COMMUNICATION :

7. COMMUNICATIONS OR CONVERSATIONS ?? Communication is telling…. Communications distribute information.. Communications is often sterile.. Conversations are sharing… Conversations create understanding.. Conversations are personal..

8. Top 5 Effective Conversation Skills These five points are crucial for building positive and productive conversations, whether in personal or professional settings. They contribute to effective communication, better understanding, and stronger relationships.

9. Active Listening Active listening is a fundamental skill for successful conversations. Pay full attention to the speaker, avoid interrupting, and show that you are engaged by nodding, using verbal cues like "I see" or "I understand," or maintaining an eye contact when in person.

10. Empathy Empathy involves understanding and sharing the feelings and perspectives of others. It's important to show empathy by acknowledging the speaker's emotions and expressing understanding, even if you may not agree with their point of view.

11. Clear Communication Effective communication is about expressing your thoughts and ideas clearly and concisely. Use simple language, organize your thoughts logically, and avoid jargon or complex terminology that the other person may not understand. Ensure that your message is easy to follow.

12. Respect and Politeness Maintain a respectful and polite tone throughout the conversation. Show appreciation for the other customer's perspective, use courteous language, and avoid confrontational or disrespectful comments. Treat others how you would like to be treated.

13. 09/05/2024 13 2.How to sound confident?

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19. 3 .Voice Modulation and Tone Articulation and pronunciation 19 Voice modulation and tone are critically important. Your words only matter 7% while talking, rest is communicated through your tone & body language. Tone is what exhibits the emotion. It is why we can often understand someone speaking in a foreign language. . VERBAL COMMUNICATION :

20. Top 5 Skills for Voice Modulation and Tone

21. Friendly and Professional Tone Maintain a friendly and professional tone throughout the conversation. Start with a warm greeting and maintain a positive attitude, even in challenging situations. Avoid sounding robotic or scripted; aim for a natural and approachable tone.

22. Empathetic and Active Listening Use an empathetic tone when someone express concerns or frustration. Show that you understand and care about their issues. Demonstrate active listening by acknowledging their feelings and concerns, which helps build rapport.

23. Pitch Variation for Engagement Vary your pitch to keep the conversation engaging. A slight rise in pitch can emphasize important points or questions. Avoid a monotone voice, as it can make the conversation less interesting and less effective.

24. Clear Articulation and Pacing Speak clearly and articulate words properly. Ensure that you are easily understood by the customer. Control your speaking pace, slowing down for important instructions and speeding up for casual conversation. Use pauses effectively for clarity

25. Adapt to Listeners's Tone and Needs Pay attention to the customer's tone and mood, and adapt your tone accordingly. If a customer is upset, maintain a calm and reassuring tone. Customize your tone to the specific needs of the customer and the nature of the call, whether it's technical support, sales, or a billing inquiry.

26. 4.Articulation and Pronunciation Articulation and pronunciation are crucial aspects of effective communication. They refer to how clearly and accurately you form and express words and sounds when speaking. Good articulation and pronunciation enhance your ability to convey your message clearly and be understood by others. Here are some tips to improve your articulation and pronunciation Articulation and pronunciation 26 VERBAL COMMUNICATION :

27. Top 5 Skills for Articulation & Pronunciation

28. Tips to enhance Articulation & Pronunciation Dedicate time each day to practice pronunciation exercises. Focus on specific sounds or words that you find challenging. Use resources like pronunciation guides, dictionaries, or language learning apps that provide audio examples and feedback. Practice Pronunciation Regularly Record your voice while reading passages or speaking spontaneously. Listen to the recordings to identify areas where your pronunciation needs improvement. Pay attention to vowel and consonant sounds, stress patterns, and intonation. Record Yourself Speaking

29. Tips to enhance Articulation & Pronunciation Identify sounds that are particularly challenging for you, especially if you're learning a new language or dialect. Practice these sounds in isolation and within words until you can articulate them clearly Tongue twisters are excellent for improving articulation. They contain repetitive and challenging sound combinations that can help you enunciate more clearly. Gradually increase the speed at which you say the tongue twister to challenge your articulation further. Work on Problematic Sounds Use Tongue Twisters

30. Tips to enhance Articulation & Pronunciation Seek the Call quality feedback on difficult calls from your QA’s. Ask your quality analyst, trainers, or TL coaches to provide feedback on your pronunciation. Be open to constructive criticism and make a conscious effort to implement suggested improvements. Seek Feedback & Correction Remember that improving articulation and pronunciation is a gradual process. Consistency and patience are key. Over time, your efforts will lead to clearer and more effective communication.

31. 2. LISTENING SKILL It covers these skills Active Listening Skills Empathetic Listening Skills

32. Activity Time

33. Active Listening It is the process of converting an idea or thought into message with complete involvement. It is a two-way process where listener plays an active role An Active Listener: Encourages the speaker to express his ideas by showing interest in the speech. Encourages the speaker by responding verbally or non-verbally Pays attention to the physical aspects of the speaker such as appearance, expressions, and bodily movements Shows his thirst for knowledge by asking relevant questions frequently Active listening leads to effective and sound listener-speaker relationship.

34. How to do Listen effectively

35. Listening tips As you set aside your biases - follow these six tips to develop more effective listening skills. 1 2 Pay attention! Minimise distractions while listening to someone. Show that you are listening! Encourage the speaker to continue with small verbal comments like yes, and "uh huh." 3 4 Defer judgement! Interrupting is a waste of time. Don’t present counter arguments. Allow them to finish. Have an open mind Don’t presume in between the lines. Avoid being biased beforehand. 5 6 Respond Appropriately Ask the right questions or present opinions with respect. Check for the Understanding You paraphrase what you’re hearing to check for understanding

36. Empathetic Listening “People will forget what you said, People will forget what you did, but people will never forget how you made them feel”

37. Why Empathetic Listening i s important ? we hear but we don't listen!!!! Hearing comes naturally, it is not an acquired skill. You don’t have to learn to hear but you must learn to Listen .

38. Empathetic Listening is when one listens with the intent to understand how the speaker feels; in addition to understand his or her ideas . Showing empathy involves identifying with a person’s emotions and situation; even if not agreement with them What is Empathetic Listening

39. Difference between Active & Empathetic Listening Active Listening Active listening is identified as a way of listening instead of a type of listening. This listening method focuses entirely on what the other person is saying. The listener then confirms the content of what was heard and the feelings the speaker. 39 Empathetic Listening This type of listening includes the mechanics of active listening and takes the listener a step further. The empathic listener begins with the intent to immerse themselves fully in the other person and what they are experiencing.

40. •“You feel….” (Soo….you Empathize) •“It seems Like…..”(You relate and Acknowledge) •“You Sound…”(As you understand it) •“It appears as if…” (You respond with resolution) “It would like….” (Reconfirm and Finalize) How do you Listen Empathetically Empathetic Listening is about the speaker, not the listener

41. Elements of Empathetic Listening 01 Listen carefully to the speaker’s message, both verbal & non-verbal nodes Display open and caring posture 02 03 Consider the speaker’s emotional state Calmly reflect back what you perceive the speakers feeling and provide relevant resolution 04

42. 3. Presenting with impact It covers these skills Active Listening Skills Empathetic Listening Skills

43. WHAT ARE PRESENTATION SKILLS? Presentation title 20XX 43 “Presentation skills are the abilities necessary for creating and delivering a compelling message that effectively communicates your ideas” They encompass: What you say How you structure it, The materials you include to support what you say, such as slides, videos, or images.

44. WHY ARE PRESENTATION SKILLS NEEDED? Presentation title 20XX 44

45. WHAT DO YOU NEED TO PRESENT LIKE A PRO Presentation title 20XX 45

46. 6 tips to overcome presentation anxiety Presentation title 20XX 46 VISUALIZE YOURSELF BEING SUCCESSFUL PRACTICE BREATHING TECHNIQUES CONSIDER WHATS THE WORST THAT COULD HAPPEN PRACTICE, PRACTICE, PRACTICE! REDIRECT YOUR NERVOUSNESS USE HUMOUR TO SET THE TONE

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48. Failing to plan is planning to fail… Presentation title 20XX 48 Why are you doing the talk? Be clear about your purpose Find out who and how big your audience is likely to be Make notes about your subject Don’t write your talk word for word Use small pieces of paper and number them PowerPoint has a notes & timing feature which may help Time your talk & practice it Then practice it again

49. “If you can’t explain it simply, you don’t understand it well enough.” Albert Einstein Presentation title 20XX 49

50. Must Dos! Presentation title 20XX 50 INTRODUCE YOURSELF USE PROPS & DEMOS PRACTICE MAKES PERFECT EYE CONTACT ASK QUESTIONS

51. Additional good practices! Presentation title 20XX 51 TELL A STORY CONVEY 1 IDEA PER SLIDE KNOW YOUR AUDIENCE KEEP IT UNCLUTTERED HAVE A CTA 1

52. DO’S Presentation title Take a deep breath Move and use your hands Speak clearly and vary style Make small numbered cards to remind yourself of topics Be aware of where your audience is Smile, have fun Be yourself & project your personality Remember - no-one knows how you feel/ what you think 20XX 52

53. DONT’S Presentation title Rush what you’re trying to say – SLOW DOWN Read off a sheet of paper word for word Fiddle with things - its irritating! Use inappropriate language for your audience Panic Overuse props 20XX 53

54. What we’ve learned… Verbal Communication Listening Skills Interpersonal Skills

55. Thank you