Effective communication skills- introduction

This presentation provides basics of communication skills, both verbal and non-verbal, body language, how to handle questions and answers and other tips and techniques.

1. Effective Communication Skills Both Verbal and Non-Verbal Dr. Deivasigamani Vasudevan

2. Importance of Communication Skills “Some people hardly get out any words on facing an audience. Cutting a sorry figure, they retreat and often conceal themselves. This state of mystery is called nervousness. The ability to speak effectively is acquired rather than gifted. Unless this skill is acquired one cannot lead others, let alone succeed. In a democracy it is more profitable to be eloquent than to be only wise.”

3. Agenda What is meant by Communication ? Methods of Communication Verbal Communication Written Communication Visual Communication Effective Communication Techniques Do’s and Don’ts Communication techniques as Introducer Body Language Listening to Others What to do if you forget what to speak Handling Question & Answer sessions Practice Session Review & Analysis Future Reference

4. When does human being start communicating? The just born baby starts communicating with the world the moment it is out of the mother’s womb by crying Some say the baby starts communicating even before birth by its movement and kicking right inside the womb

5. Communication Communication is Life Communication is the shift of an Object, a Written Message, a Spoken Word or an Idea from one person to other (s) The Intention of the communication is that it is understood, duplicated, attended and responded as the case may be

6. Two Way Communication I Object your Honor… Objection Sustained I Hope you agree with me Mr. Ravi… Sure, I Do.. Taxi… Yaeh… This is the best layout in my opinion, Madam. I Think so. The Conference Hall is at this side… Oh, Thank You so much..

7. The Communication Process Mr. Gupta will see you now.

8. Communication Methods Verbal Communication Direct Indirect Written Communication Visual Communication Sight (visible) 75% Hearing (audible) 13% Feeling (Tactile) 6% Smell (olfactory) 3% Taste (gustatory) 3%

9. Direct Verbal Communication Requirements of this Method are: Careful Preparation Good Individual Communication and Presentation skills A broad knowledge of the Subject matter Ability to control and answer questions or seek answers Credibility with the audience or the group The encouragement of Participation and Involvement

10. Direct Verbal Communication Its Strengths are: Direct Impact on Individuals or the Group Permits assessment of reactions and allows discussion and modification as appropriate Permits use of Plain words easily understood by others Audience can ask Question and Answers Permits the presenter to check the assimilation Allows for Reiteration, Recapitulation and Emphasis Aids the process of Participation and Involvement Can secure the Commitment from Groups and Individuals

11. Direct Verbal Communication Its Limitations are: Depends upon the Presenters ability to Communicate effectively Uses only one of the senses through which the people acquire knowledge Requires time for preparation carefully in proportion to the complexity of the subject Does not guarantee uniformity of content and Understanding between groups unless based on a common agenda Time Consuming and usually most effective for small groups

12. Indirect Verbal Communication Internal Broadcasting System Public Address System Taped speeches, conference proceedings Translated speeches Effectiveness Limited Overwhelmed by Noise No Guarantee that the message has been received by the target- much less understood Inflexible and cannot adapt to individual requirement

13. Written Communication The Requirements of the written methods are: Ability to Express the message in words clearly and concisely Ability to make the words interesting to read Ability to say exactly what is meant, unambiguously Sense of ‘Timing’ – Good administrative arrangement for circulation Awareness of Limitations and Deployment in appropriate situations

14. Written Communication The Strengths of written Communication are: Same messages goes to everyone, and consistent Speedy delivery and possibility of simultaneous receipt by everyone Capable of reaching large audience The reply and feedback can be standardized The target can read, understand and respond at a time and opportunity convenient

15. Written Communication The Limitations of the written methods are: Not Everyone chooses to read – no guarantee that the message has ‘ got through’ Written words may mean different things to different people according to vocabulary Words may be ambiguous and create confusion and misunderstanding No Opportunity for clarifications; cannot easily asks questions, get replies or discuss Difficult to convey relative importance and Emphasis De-personalized communication process Reduces sense of Involvement and precludes exchange of Information and views

16. Visual Communication Films, Audio-Video presentations Demonstrations Training Sessions, Workshops, Group Discussions Flip Charts, Touch Screens, Posters Presentations with Visual Aids (Over Head Projector, LCD projector)

17. Mistakes to avoid Arriving late, leaving early or intermittently Exceeding the allotted time when giving presentation Not Coming prepared if called on Doodling, drumming fingers or yawning Being Sarcastic, attacking people rather than ideas, being unfairly critical Not participating or listening effectively Going off on tangents Engaging in side conversations Reading, eating, smoking Falling asleep Making a mess

18. Dos and Don’ts: Manner Stand and Sit up Straight Have Good eye Contact Smile Keep Feet Still Keep Shoulders Relaxed Lean Slightly Forward Vary Gestures Rock back & forth Cross your arms Fidget Make a fist Point at any person while speaking Slouch Drag or shuffle your feet Put Hands on hips Dos Don’ts

19. Dos and Don’ts: Dress Code Learn the interpretation of “ Business Casual “ dress Make sure the Garment fits properly and you are comfortable in it Limit or eliminate cologne or perfume Wear limited makeup Wear Clean and pressed clothing Ever wear ripped or torn clothing Ever wear tight or revealing outfits Ever wear fancy hats and caps Wear noisy or otherwise distractive jewelry Overdo it on the perfume or Cologne Dos Don’ts

20. Meeting Tools Self Introduction: be prepared to Introduce yourself in an upbeat manner Business Cards : carry them with you all the time Handshake: firm, not bone crushing or wimpy Be Interested: Ask questions, listen and observe surroundings Be Interesting: read everything ! Observe the World Know Appropriate Talks for Conversation : Weather; Traffic; Current Events; Travel; Hobbies; Sports; Cultural events; Movies; Books; Food & Dining; Work Phone, email, fax, notes Keep in touch- send articles, meet for lunch Have a system which you follow diligently

21. Three “V”s for Victory Visual Before you have a chance to say a word, many people will judge you by your appearance Good grooming and pleasant facial expressions all add to the visual impact you will be creating Vocal Pitch, Volume, Rate, Punch, Pause and Diction Verbal Use Descriptive language Use Short Sentences Avoid buzzwords and jargon Avoid Tag questions and Qualifiers (I guess so, I hope, Sort of, Probably )

22. Communication by Example People’s general positive attitude and alertness The way people conduct themselves at work place Adherence to rules, procedures, systems, standard operations and practices Standards of house keeping and hygiene The way in which people tend to help others appreciate and avoid potential problems The way in which the people exude enthusiasm, pride and confidence in themselves and the organization for which they work

23. Effective Communication It is a two way exercise We have two ears and one tongue-could it be we were meant to listen twice as much as we speak? In order to communicate effectively the first step is to listen to others Listen with attention, interest and courtesy There must be good affinity between people before any meaningful communication takes place between them

24. The Importance of Introductions The primary purpose is to gain the audience’s attention A secondary purpose is to motivate the audience to listen Let the audience know why it will be useful to them to listen to the Speaker You can also hint publicly to the speaker, how keen they are to listen to him/her Give proper edification to the speaker by stating his qualifications, experience, organizations served, awards won and his contributions to the cause and the Society

25. Introduction Tips Know the Speakers name and how to pronounce it correctly Know the Speakers, Title or Position. Don’t ask for clarifications from the speaker Do not read out the Introduction from a prepared speech Smile and be enthusiastic in tone, gesture and choice of words Know enough about the subject to sound Knowledgeable Announce the speech title as given by the Speaker Introductions are no place to use slides, OHP and presentations Anecdotes are good but should pertain to the subject and be in harmony. Avoid Jokes Share the outstanding credentials of the speaker with the audience When Introducing a panel of speakers, also mention the Speaking order, timings Don’t say that the Speaker needs no Introduction Remember you are only a catalyst, not the performer. Don’t try to overdo Do not Dwell on your relationship with the speaker Identify yourself with your name, position. The Speaker also needs to know you

26. When you introduce a speaker… Be brief Avoid stale phrases Get it Right Avoid giving the speaker false starts Don’t try to steal the spotlight Your purpose as an Introducer is to help the speaker to get off to a fast and comfortable start: Answer, Accurately, Interestingly, and briefly: Why this Subject ? Why this Subject before this audience ? Why this Subject, before this audience at this point of time ? Why this Subject before this audience at this point of time by this speaker ? “Ladies and Gentlemen, I present to you (slight pause) Mr. Sunil Kumar Verma ”

27. Listening to others… Listen carefully and with an open mind: don’t be defensive, you may miss a critical point End all other Tasks: Show respect to people by putting aside your paper, lunch etc. and don’t take phone calls unless essential and urgent Allow the Speaker to Finish: Don’t Interrupt; Remain quiet until you are sure the speaker has completed his or her thoughts Read Between the Lines: As you listen to the speaker, listen for what is left unsaid. You will need to probe Outline your Understanding: Once the person finished speaking, reiterate what you believe the main issues are. State them simply and if possible rank them in the order of priority

28. What to do, when you forget what to Say Prevention first : rehearse enough Use the visuals as road map Keep your notes nearby Focus your eyes on one person in the audience Repeat what you just said Ask the audience a open ended question Ask for Help

29. Understanding Body Language Watching people’s actions can bring you a lot closer to the truth than merely listening to what they say Body language exhibits a person’s sub-conscious mind and reveals many secrets If you can understand the body language well and interpret it correctly, you can respond accordingly and win people Effective Communication is therefore incomplete without understanding the Body Language

30. Methods of Body language

31. Importance of Body language Only a small percentage of communication involves actual words: 7%. In fact, 55% of communication is visual (body language, eye contact) and 38% is vocal (pitch, speed, volume, tone of voice). The human body can produce over 700,000 unique movements. These movements have been partitioned into about 60 discrete and symbolic signals and around 60 gestures, postures, and expressions. Body language can be used to improve your negotiation skills, your presentation ability, and in different social interactions, including a client meeting or job interview. To succeed over other confronts, you must be attentive to what silent body gestures you are giving off, you also need to be aware of the other person’s body language.

32. Physical Aspects of Non-Verbal Communication

33. Body Language Brisk Erect Walk Confidence

34. Body Language Standing with hands on the hips Readiness, Aggression

35. Body Language Sitting with Legs crossed, foot kicking slightly Boredom

36. Body Language Armed Crossed on chest Defensiveness

37. Body Language Walking with hands in Pocket, shoulders hunched Dejection

38. Body Language Hand to Cheek Evaluation Thinking

39. Body Language Touching, Slightly rubbing nose Rejection Doubt Lying

40. Body Language Rubbing the eyes Doubt Disbelief

41. Body Language Hands clasped behind back Apprehension Anger, Frustration

42. Body Language Locked ankles Apprehension

43. Body Language Head resting in hands, eyes downcast Boredom

44. Body Language Rubbing Hands Anticipation

45. Body Language Sitting with hands clasped behind head, legs crossed Confidence Superiority

46. Body Language Open Palm Sincerity Openness Innocence

47. Body Language Pinching Bridge of Nose Eyes Closed Negative Evaluation

48. Common Fears Fear of Fainting: Fear of boring your audience Fear of your mind going blank Fear of being Judged Unless you have a medical problem, this is quite unlikely Show Enthusiasm. If you are happy to be there, so will be your audience This can happen. Pause, look at your notes or outline, pick up where you left off A Sincere presenter doing his or her job best, who is obviously well prepared will not be judged harshly Three Basic rules to control Fear: (i) Arrive Early. This will give you a chance to relax, survey your surroundings and get comfortable (ii) Eat Lightly: Avoid heavy meals, no alcohol; avoid stomach upsets (iii) Try simple stretching exercises, which can be done anywhere

49. Effective Communication Techniques Know your Purpose, Audience and Logistics Plan, Prepare and Practice Limit the presentation material based on time or audience interest Hit the emotional button where necessary Create user friendly notes Practice Loudly as many times as you can Be enthusiastic but don’t get excited Deliver with Passion Anticipate Questions and prepare Answers Avoid Speaking out of Ego, be audience focused

50. Techniques of Good Speech Make an Impression: do some thing, say anything to captivate the audience’s attention, create an everlasting Impression Repeat and reiterate as necessary: first you tell them what you are going to tell them and then you tell them what you told them Draw a Sign: Tell the audience the important point is… Draw a Picture: to make the speech more memorable Use apt Jokes: to grab the attention of the audience and relieve the tension Make a Plain Speech: yes, be simple and straight forward Be short and sweet: crystallize your thoughts and combine with the main message and deliver in few words Use Narratives, anecdotes, small stories: to strengthen your point Be Relaxed: don’t get nervous ever

51. What to Avoid while Speaking ? Avoid Superlatives: ‘ This is absolutely and positively essential’- This is essential ‘This is true beyond any possible shadow of doubt’- This is true Avoid Trite expressions: “As you can see”; “I would like to take few minutes”; “Throughout the length and breadth of this land” Avoid Groping Expressions: “ What I am trying to get to say is…” Avoid Repetitious Expressions: “As I said before”; “so on so forth”; “etc, etc” Avoid Weasel Words: “ Of Course it is only my opinion:”; “more or less”; “It seems to me”

52. Handling Q&A sessions… Tell the audience when you and how you will take the questions Listen to the Question carefully and paraphrase before you respond Look at the Questioner when paraphrasing the Question, but look at the audience while answering Call on Experts in the audience when appropriate, but take back control after they have responded Set a time limit to control hostile questioners Tell those with multiple questions that are not relevant to the entire group that you will respond to those at the end of the session Don’t let the stage hog steal the control from you Don’t tell a lie. If you don’t know the Answer, say so Handle hostile Questions carefully Conclude the Q & A session with a strong closing remark