Communication skills ”seek first to understand than to be understood” Stephen Covey

Let’s start with the movie

Why communication Effective communication skills are critical element in your career and personal life Marketing We all must use a variety of communication techniques to understand and be understood

Why communication Half of what is said is heard Half of what is heard is listened to Half of what is listened to is understood Half of what is understood is believed Half of what is believed is remembered So it ends up remembering 1/32 of what is said

All communication methods are important in training but our emphasis will be upon the spoken word... since 70 % or all our communication efforts are: misunderstood, misinterpreted, rejected, disliked, distorted, or not heard (in the same language, same culture)!

Communication methods

Amount taught Communication levels

Types Of Communication Communication Intra-personal Inter-personal

Intra personal You and yourself If u cannot communicate with your self how can u communicate with others Talk with your self as anyone else Personal bank account

Interpersonal communication It is the process of sending and receiving information among people receiver feedback Sender medium

What’s that?? I know you believe you understand what you think I said BUT I am not sure you realise that what you heard is not what I meant

Emotional bank account Depositing and withdrawal Green vs. red line

Let’s play a PLAY

Listening Seek first to understand

Listening We filter every thing through our paradigm Listening types 1.Ignoring 2.Pretending 3.Selective 4.Attentive 5.empathetic

Empathic listening I don't care how much you know until I know how much you care It takes time Listen with your heart

Signs of Poor Listening Condemning the subject as uninteresting without hearing (Prejudging) Criticizing the speaker's delivery or aids Getting Personal (Criticizing the speaker himself) Interrupting!! Selective listening

Signs of Poor Listening (contd.) Evading the difficult or technical (giving up to listen when you don ’ t understand) Submitting to emotional words Sleeping (e.g. in Parliament)

Strategies to Improve your Listening Skills Prepare to listen. Limit your own talking. Concentrate. Clarify and confirm your understanding. Rephrase in your own words. Avoid jumping to conclusion. Listen to verbal, watch non-verbal. Listen for emotions and feelings.

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Modes of communication Verbal Non-Verbal Appearance Body language Eye contact Manners Visuals

Verbal Communication Effective use of words Using effective words Tailoring words Speech rate Loudness Asking questions

Speaking behaviors Importance of body language Importance of words Importance of voice tone Non - verbal communication

Non-verbal communication ‘ Body Language’ t Face(95%) t Arms(90%) t Body Angle (80%) t Hands(70%) t Legs (50%)

Non-Verbal Communication ‘Space and physical contact’ Distance during interaction Touching

Non-verbal communication -Appearance Dress like the customer -Visuals ( The mysterious person) -Manners

The mysterious person

Game

Barriers to communication Judging Sending solutions Finishing other sentences Preparing our response before someone has finished speaking avoiding

finally Communication is a two way process in order to have good communication -listen to understand -understand before speaking -Speak to be understood -seek understanding before proceeding -repeat

20% 80% Personality Character What you say and do What people can see What you really are Your inside Final word