1. WELCOME TO POSTAL DEPARTMENT OFFICIALS

2. Professor & Head of the Department
Dr. N.Balaji M.E., PhD.,
Professor & Head of the Department
Department of Information Technology
KLN College of Engineering.

3. Objectives
Define and understand communication and the communication process
List and overcome the barriers in a communication process
Practice active listening
Tips to improve verbal and non verbal communication

4. What are the most common ways we communicate?
Visual Images
Spoken Word
Written Word
Body Language

5. What is Communication?
Communication is the transmission of an idea or feeling so that the sender and receiver share the same understanding.
Communication takes place when the ideas from your mind are transferred to another’s and arrive intact, complete, and coherent.

6. The Communication Process
Medium
Barrier
SENDER
(encodes)
Barrier
RECEIVER
(decodes)
Feedback/Response

7. TOTAL COMMUNICATION PROCESS

8. Types of Communication
One-way communication
Two-way communication
One to many

9. Essentials Of Communication Do’s
Use precise, memorable and powerful words
Support your words with visual aids
Give examples
Eye contact
Active listening
Keep it short and simple
Avoid interrupting
Appropriate facial expressions

10. Essentials Of Communication Don'ts
Do not use technical terms and terminologies not understood by majority of people
Do not speak too fast or too slow
Do not speak in inaudible surroundings as you wont be heard
Do not assume that everybody understands you
Do not interrupt the speaker.

11. Barriers to communication
Noise
Assumptions/Misconceptions
Emotions
Language differences
Poor listening skills
Distractions

12. Communication Errors

13. Visual Interpretation
What is in this picture?

14. What does it mean? He saw a man in the garden with a telescope
Reading Interpretation
What does it mean? He saw a man in the garden with a telescope

15. Writing error
Hang him, not leave him

16. Hang him not, leave him

17. Before communicating Ask yourself…

18. Before communicating Ask yourself…
What is the main purpose/aim?

19. Before communicating Ask yourself…
What is the main purpose/aim?
Who will receive it?

20. Before communicating Ask yourself…
What is the main purpose/aim?
Who will receive it?
What is the likely attitude of the listener?

21. Before communicating Ask yourself…
What is the main purpose/aim?
Who will receive it?
What is the likely attitude of the listener?
How much does he need to know?

22. Before communicating Ask yourself…
What is the main purpose/aim?
Who will receive it?
What is the likely attitude of the listener?
How much does he need to know?
Is my timing right?

23. Before communicating Ask yourself…
What is the main purpose/aim?
Who will receive it?
What is the likely attitude of the listener?
How much does he need to know?
Is my timing right?
What is the main subject?

24. Before communicating Ask yourself…
What is the main purpose/aim?
Who will receive it?
What is the likely attitude of the listener?
How much does he need to know?
Is my timing right?
What is the main subject?
Are the major points clear?

25. Before communicating Ask yourself…
What is the main purpose/aim?
Who will receive it?
What is the likely attitude of the listener?
How much does he need to know?
Is my timing right?
What is the main subject?
Are the major points clear?
Is there any ambiguity?

26. Components of Communication
Verbal Communication
Vocal communication
Non-verbal communication

27. Verbal Communication

28. “What you heard is NOT what I said!”

29. Verbal communication is simply the communication that is expressed through words. What you say is verbal communication

30. Components of Verbal Communication
Sender (Person talking)
Message (Conversation)
Receiver (Listener/Decoder)
Setting
(Interaction Location)

31. Improving Verbal Communication-Tips
Eliminate Noise
Get Feedback – Verbal & Body Signals
Speak Slowly & Rephrase your sentence
Don’t Talk down to the other person
Listen Carefully & Patiently

32. Active Listening The process of recognizing, understanding, and
accurately interpreting communicated messages
and responding to spoken and/or nonverbal
messages.
Steps to Effective Listening:
Hearing
Interpretation
Evaluation
Respond

33. Hearing Vs Listening Hearing – Physical process, natural, passive
Listening – Physical as well
as mental process, active,
learned process, a skill

34. Tips to become a better listener
Don’t talk – listen.
Don’t jump to conclusions.
Listen between the lines.
Ask questions/paraphrase.
Don’t get distracted by the environment.
Keep an open mind.
Be willing to listen to someone else’s point of view and ideas.
Provide feedback.
Take advantage of your brain power.

35. How to improve your listening skills?
Maintain eye contact with the instructor
Focus on content than on the way that it is being said.
Avoid selective listening
Avoid distractions
Ask questions to stay active and interested.
Face the speaker
Maintain eye contact
Respond appropriately – say yes, nod, etc.
Do not be preoccupied with your own thoughts.

36. Vocal Communication

37. Vocal Communication: Modulated by the voice like Telephone Speech, Vocal prayer, Vocal melody

38. Telephone Etiquettes

39. Before you place calls Be prepared – plan your conversation
Turn away from your computer desk or other work
Have pens, pencils and notepaper handy.

40. Answering the phone Answer calls promptly within 3 rings
Smile as you pick the phone – the caller will hear it in your voice.
Project a tone that is enthusiastic, natural, attentive and respectful.
Greet the caller and identify yourself and your business
Ask “How may I help you?”

41. During the conversation…
Enunciate / pronounce clearly
Use simple English
Avoid slang – uh, hmm, yeah, dude
Always speak calmly and choose your words carefully
Use all your listening skills
Focus all your attention on the caller and the conversation
Clarify and check for understanding
Use basic phrases of courtesy E.g. “May I help you?” “Please”, “Thank You”, “You are welcome”.
Do not chew gum or eat during a conversation
Do not slam the phone or cut off abruptly
Refrain from idle chit chat with customers.

42. If there is a problem, project a tone that is concerned, empathetic and apologetic.
Avoid the five forbidden phrases:
“No” - Instead find a way to state the situation positively
“I don’t know” - instead say “that is a good question let me find out for you”
“I/we can’t do that” - instead say “this is what i/we can do”
“You will have to” - instead say “here is how we can help you”
“Just a second” - instead give a more honest estimate of how long it will take you.

43. Reports to callers
“Mrs Madhu is on another line, will you wait please?”
“He is away from his desk, may I take a message?”
“I’m sorry, Mrs Madhu is out of office may someone else help you?
“Mr Ram is in the Finance/HR/Sales department, one moment please, I’ll transfer your call.”
“I’m sorry to keep you waiting.”

44. Answering calls for others
Identify yourself and the company or person for whom you are answering and say “how may I help you?”
Offer assistance in the absence of others say “she is not in today perhaps I can be of assistance.
Do not make commitments for others. Say “I’ll give him your message when he returns.”
Take accurate legible messages with time, date, reason for call, urgency, the best time to reach them and all other pertinent information. E.g. reports to caller.

45. Transferring Calls
Explain the reason for the transfer – “let me connect you with Mr./Ms./ Mrs. xyz in______ department.
Know your extension numbers so that the caller is not kept waiting.
Mute the line if you are clarifying any information with your colleague etc.

46. Obtaining the callers name
“May I tell Mr. Rao who is calling please?”
“May I say who is calling please?”
“May I have your name please?”
Progress reports
Mr Rao’s line is still busy do you wish to continue waiting?
“I’m sorry to keeo you waiting, may I check further and call you back?”

47. Placing someone on hold
Make sure that it is for a genuine reason.
Ask the caller if he/she would hold, and wait for a response rather than assuming the answer is yes.
Never keep a caller on hold for more than a minute. If you have to take longer than that, return to the person and tell them that you will have to take a few minutes longer and ask if you could call back.
When you return to the caller thank them for holding

48. Dealing with angry customers
Listen; allow the caller to vent
Empathize; acknowledge the person’s feelings
Apologize when appropriate.
Be positive
Solve / suggest generate solutions that you can both agree on and if reasonable do it.
Remain calm and courteous, do not argue.
Do not interrupt.
Explain clearly do not make unrealistic promises.
Act fast, acting quickly shows that you are sorry and that you will handle the issue.
Follow up get back to the caller to make sure the problem has been solved.

49. Concluding the call
End the conversation with an agreement on what is to happen next; if you are to follow up do so immediately.
Thank the caller for calling- for his time, invite the caller to call again.

50. Non Verbal Communication

51. Non Verbal Communication
Communication without the use of spoken language. Nonverbal communication includes gestures, facial expressions, and body positions (known collectively as “body language”),

52. Components of Nonverbal Communication
Prosody
(Pitch, Duration,
Loudness, Rhythm)
Kinesics
(Visual Signals, Eyes,
Gestures, Hands)
Proxemics
(Social Space)
Paralanguage
(Emotions, pitch, rate of speech, volume)

53. Other Components of Nonverbal Communication
Nonlinguistic Cues
(Gestures, Body Language, Facial Expressions, Head and Body Movement)
Metalinguistic Cues
(Ability to talk about, analyze, and judge language)

54. Improving Body Language - Tips
Keep appropriate distance
Touch only when appropriate
Take care of your appearance
Be aware - people may give false cues
Maintain eye contact
Smile genuinely

55. Success for YOU…
…in the new global and diverse workplace requires excellent communication skills!

56. Thank You Grid Computing by S.T.Selvi, MIT, Anna University 56

57. A long way to Reach. Let us start with a single step57
Grid Computing by S.T.Selvi, MIT, Anna University 57