2. Techniques for sound personal contacts integrity is vital for trust to develop Give before you take ‘ approach- a satisfied customer is more likely to stay with you. Creating a custom calendar Sending birthday wishes to customers Keeping a record of customer’s likes and preferences By providing customized or tailor made services

3. Ways of effective communication Be clear about what you want to express Tact and good manners matter choose your words precisely Identify Diversity & Common Ground. Communication contains context, text and subtext. When words and actions are aligned, powerful results occur. Communication is about being 100% responsible for the other person's listening.

4. How to negotiate effectively Know Thyself ( self assessment) Do Your Homework Practice Double and Triple Think Build Trust Develop External Listening Move Beyond Positions Own Your Power ( strengths) Enjoy the Process Negotiation is a process, not an event.

5. Persuasive communication techniques Persuasive speech is used to influence both individuals and groups to accept a particular position or belief. Persuasive speech requires a clear understanding of the audience and an intense listener focus Colloquial Language Emotive Appeals Inclusive language-words like us, we Rhetorical question-where answer is understood. Exaggeration Emphasis Evidence

6. Presentation skills (use of voice) Presenters are expected to have a clear voice. Voice modulation is important. Avoid speaking in a monotone Mumbling should be avoided. Speak at a normal, conversational rate, and don’t be concerned about using your normal hand gestures Tone can be lowered and raised to emphasise some points. Your vocal quality and body language are key elements in presenting your message.

7. Presentation skills (Appropriate eye contact) Don’t make eye contact – make “eye connection”. Eye connection means making person feel like you’re just talking to them. Tips- See people Find out how long it takes to make genuine eye connection Move to another person at an appropriate time Look for the reaction Keep your eyes up at the end

8. Presentation skills (Appropriate body language)  Stand tall. Look confident.  Maintain eye contact with your audience.  Smile.  If you are using a podium, stand back a little so that you don’t bend your head to read your text.  Keep your arms by your sides but bend them from the elbow to gesture.  Use natural, conversational gestures.  Move around, but between your key points.

9. Presentation skills (Use of Humour, stories and anecdotes) As one gets more experienced, they may be willing to try more theatrical, flamboyant uses of voice and gesture. Using hand gestures for emphasis during your talk can be very effective as long as they are not too wild Small stories can be used to give a context. While using humour make sure that your audience has a sense of humour before you try this

10. Use of audio-visual equipment Visual aids include overhead transparencies, flipcharts, slides, handouts, white boards, and blackboards Audio aids include cassette tapes and compact discs and mp3. Audiovisual aids include videotapes, films, and computer/multimedia Time and Budget-If little time and funds are available, use simple aids Audience Preference-If possible, identify aids that the participants prefer

11. Benefits of audio-visual (computer presentations) A mix of aids during your presentation helps to maintain interest. Can be projected onto a screen from a computer potential for a very professional look. Variety of fonts, colours, pictures etc. Changes can be done at anytime Too much data can be accommodated into small chips and drives

12. Cons of audio-visuals Ensure the use of the audio and visual aids does not interrupt the flow of the presentation. You have to carry a lot of equipment with you. Not appropriate for outdoors Expensive mode of presenting Platform needs different programs like PowerPoint etc Different formats are required for different operating system

13. Physical requirement of a presenter Well groomed personality Hair nicely cut. Tie or put gel if long. Long and unclean nails leave a bad impression Avoid casual dressing. Always try to wear formal clothing with a name batch Dress should be nicely ironed.

14. Assessing audience reaction Keeping your audience interested is the key to successful presentations Keep your audience informed Make eye contact Use group activities Pitch your presentation well Try to engage the audience by making it a two way communication Encourage them to make queries at the end Keep a suggestion box

15. Techniques to review presentation effectiveness Videotape your presentation and analyse it Try to get unbiased view from the colleagues at the end of the presentation Can be related to number of queries asked at the end of the presentation. More question means either you are not delivering your message clearly or audience is eager to get more related information