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Communication Skills
Workshop by
Mr. Vidya Nag.
***
 What is Success?
To laugh often and much; to win the respect of
intelligent people and the affection of children; to earn
the appreciation of honest critics and to endure the
betrayal of false friends; to appreciate beauty; to find the
best in others; to leave the world a bit better whether by
a healthy child, a garden patch or a redeemed social
condition; to know even one life has breathed easier
because you have lived. This is to have succeeded.

Ra lp h Wa ld o Emer son
American Poet

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 Traits of Successful people
Smiling face – Wrinkles go where the smiles
have been.
Time Management
No known enemies
Appreciate others & Respect others
Know when to stop
Never argue unnecessarily
Take proper breaks
Always do their home work
Will give importance to petty but important
things
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 Traits of Successful people…
Good communicators
Eager to learn
Maintain good relation – at home / work
Firm NOT rigid
Change managers

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 Did you Know ??
We can TALK 200 words per minute
We can HEAR 500 words per minute
We can THINK over 800 words per
minute

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 Communication - Break-up
Speaking
Hearing
Writing
Emotions
Body Language

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Communication is Important
“Communication” is important in our life
TO
guide your conversations in directions that are
more satisfying for both you and your
conversation partners.

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 Important Barriers
“why ME..?” ..Syndrome
ASS of U and Me
Language fluency
Perception
If it’s to be, it’s NOT up to me
Simply “I Cannot”..(or I don’t Know, I was
never taught, its difficult,all cannot be..)

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 Final Destination
My goal is to summarize what many agree
are the most important principles of good
interpersonal communication, and to
describe these principles in ways that
make them easier to remember, easier to
adopt and easier to weave together.

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 Simple - Tool Kit
Representation
Listening
Giving Info
Getting Info

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 Representation
Prepared
Introduce
Eye contact
Neat Appearance
No smoking…
Dress / Hygiene
Sound Confidant
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 Excercise
Small Talk.

Remember
representation

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 Suggested topics
What your preferred method of travel
Do you enjoy Movies, Plays, cricket,
dance, tv shows etc.,
Did you have a vacation this year
What do your parents do ?
Tell something about your native place ?
Or any topic you like…..

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 Objective
To over-come shyness and feelings of self-
esteem

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 Reactions
Did any of you find it difficult to engage in small
talk ?
How can these negative feelings be over-come ?
In what ways having several topics ready with
you be useful ?
Why is it important for you to engage in small
talk ?
When it might be important for you initiate
small talk ?

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Exercise

Barriers for Listening

List out the reasons why we cannot
listening properly

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 Barriers zones
Environment
Speaker
Topic
Listener

What can you change in the above….

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 Effective Listening
Change Environment
Observe body Language
Don’t Interrupt
Use Thinking time wisely
Judge the content, NOT speaker.

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 Listening skills Exercise
1. Draw a dot on this “l”.
2. Fill up the blanks by word LOVE.
3. FB,MB,BB.
4. Write numbers 1 2 20 in 10 secs.

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 Poor listener..
Interrupt
Change subject
Inattentive
Negative body language
Yes, but…
Impatient
Switch off
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 Poor listener..
Take over the conservation..
Curt
Too talktive
Discouraging, look away..
Very critical

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 LISTENING TIPS

Do make eye contact

Don't interrupt
Do lean forward and show interest
Don't finish other's sentences for them
Do mirror the other person's body language
Don't multi-task when listening

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 Who can change..
“Give every man thine ear, but few thine
voice” -- William Shakespeare..
YOU can Change
Concentration , compilation, construction
& registration.

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 Exercise
Listening partner

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 Exercise
Conversation between two and rest
watch…..

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 Body language basics

Be mindful to evaluate the flow

of "gesture clusters" rather than
isolated gestures taken out of
context.

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 Body postures

There are two basic categories of body

postures:
Open/Closed
Forward/Back
In an open and receptive body posture, arms
are unfolded, legs uncrossed, and palms are
exposed.
In a closed body posture, arms are folded,
legs are crossed and the entire body is
usually turned away.

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 Postures…
Leaning back and closed = Lack of interest.
Leaning back and open = Contemplation and
cautious interest.
Leaning forward and closed = Potential
aggressive behavior.
Leaning forward and open = Interest and
agreement. If appropriate, this would be a
good time to ask for the order.

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 Head gestures

There are four basic head positions:

Head neutral = Neutral and open attitude.
Tilted back = Superior attitude.
Tilted down = Negative and judgmental
attitude.
Tilted to one side = Interest.

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 Facial gestures
Facial gestures reveal deceit, doubt, deliberation, and
critical judgment:
 Eye rub = Deceit, "see no evil."
 Eye roll = Dismissive gesture that indicates superiority.
 Looking over top of glasses = Scrutiny and a critical
attitude.
 Nose rub = Dislike of the subject.
 Hand or fingers blocking mouth = Deceit, "speak no evil."
 Chin stroking = Making a decision.
 Thumb under chin with index finger pointing vertically
along the cheek = Negative attitude and critical judgment.

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 Aim…

“To listen closely and reply well is the

highest perfection we are able to attain in
the art of communication”

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 Conversational Skills..
CS does not mean the YOU can control
others Conservation.
It means that you can control your
conservation and be able to influence
others of giving a positive reply.

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 Commonly used..
It is “waste” talking to him…..
That was “good”.. Nice guy to talk to…

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 Why CS is Important…
Respond to criticism with confidence
Get correct information quickly
Making your presence felt in meetings
convincingly
Handling objections and/or opposition
Knowing about people around
Problem-solving and social use

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 Catching the key words..
Words used to draw attention
Tone of the voice (modulation)
Creeping of words
Hidden meaning

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 Watch words…
“I”, “me” or “my” – they are important
disappointed, annoyed, worried, angry,
concerned, unhappy, excited, keen,
enthusiastic.
Pressure situations
Concerns, doubts

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 Guidelines…
ASK,ASK,ASK don’t ASSUME
Enquire
Find out
Summarize & invite
Listen for the unusual
LISTEN

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 Exercise
Interview a personality…

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 Giving Info & Getting Info
Open Questions
Closed Questions
Leading questions

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 Open..
How are things going at work ?
What sort of holiday did you have ?
What is the secret of your success ?

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 Close..
How long have you worked here ?
What time is it ?
Are you coming with me to office ?
Is the MD-50 completed ?

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 Leading..
Would you not agree with me that it was
unwise for you to spend that money
without consulting others ?
How often do you beat your spouse ?
I think that the training program is long,
right ?

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 Diagnosis..
When you try to identify the cause of the
problem, you tend to give a Diagnosis.
Remember…
Diagnosis may or may not be correct.
Needs to be supported by fact
Needs to be accurate.

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 Non Verbal
Questionnaire..

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 Responsive Listening…
By listening and then repeating back in your own
words the essence and feeling of what you have
just heard, from the speaker’s point of view, you
allow the speaker to feel the satisfaction of being
understood, (a major human need). Listening
responsively is always worthwhile as a way of
letting people know that you care about them. Our
conversation partners do not automatically know
how well we have understood them, and they may
not be very good at asking for confirmation. When
a conversation is tense or difficult it is even more
important to listen first and acknowledge what you
hear.
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 Examples
For example, in a hospital a nurse might say,
after listening to a patient: “I hear that you are
very uncomfortable right now, Susan,and you would
really like to get out of that bed and move around. But
your doctor says your bones won’t heal unless you
stay put for another week.” The patient in this
example is much more likely to listen to the
nurse than if the nurse simply said: “I’m really
sorry, Susan, but you have to stay in bed. Your doctor
says your bones won’t heal unless you stay put for
another week.” What is missing in this second
version is any acknowledgment of the
patient’s present experience.

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 Example
Mother to seven-year-old: “I know
that you want some more cake and ice
cream, Jimmy, because it tastes so good,
but you’ve already had three pieces and
I’m really worried that you’ll get an
upset tummy.That’s why I don’t want
you to have any more.”

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As you listen to the important people in
your life, give very brief summaries of the
experiences they are talking about and
name the want or feeling that appears to
be at the heart of the experience. For
example:
“So you were really happy about that...”
“So you drove all the way over there and they
didn’t have the part they promised you on the
phone. What a let-down...

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“Sounds like you wanted a big change in that
situation...”
“Oh, no! Your dog got run over. You must be feeling
really terrible...”
The point here is to empathize, not to advise.
If you added to that last statement,
“That total SLOB!!! You should sue that person who
ran over your dog. People need to pay for their
mistakes, etc.”, you would be taking over the
conversation and also leading the person away
from her or his feelings and toward your own.

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Other suggestions about listening more
responsively:
As a general rule, do not just repeat
another person’s exact words.
Summarize their experience in your own
words. But in cases where people
actually scream or shout something,
sometimes you may want to repeat a
few of their exact words in a quiet tone
of voice to let them know that you have
heard it just as they said it.
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Truth about good communicators
Great Communicators are NOT
“Charismatic” people
Self-Awareness
Empathy
Wit
Passion
Spark

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 Mahatma Gandhi…
By
"being the change you want to see"
you can begin to change the quality of
your conversations
without waiting for other people to
change

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 7 Challenges for you
Listen more carefully and responsively
Explain your conversational intent and
invite consent
Express yourself more clearly and
completely
Translate your (and other people's)
complaints and criticisms into specific
requests, and explain your requests.

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 7 Challenges for you…
Ask questions more "open-endedly" and
more creatively
Express more appreciation
Make better communication an
important part of your everyday life

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 Ten Tips for Effective Email
Tip - 1
Think before you write. Just because you
can send information faster, it doesn't
mean that you should send it. Analyze
your readers' needs to make certain that
you are sending a message that will be
both clear and useful

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 Tip - 2
Remember that you can always deny that
you said it. But if you write it, you may be
held accountable for many many moons.
You may be surprised to find where your
message may end up.

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 Tip - 3
Keep your message concise. Remember that the
screen only shows approximately one half of a
hard-copy page. Save longer messages and
formal reports for regular ('snail') or overnight
mail. On the other hand, do not keep your
message so short that the reader has no idea
what you're talking about. Include at least a
Summary (Action or Information) in every E-
mail message

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 Tip - 4
Remember that E-mail is not necessarily
confidential. Some companies will retain
the right to monitor employees messages.
(Refer to #1 and #2.) Don't send anything
you wouldn't be comfortable seeing
published in your company's newsletter
(or your community's newspaper).

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 Tip - 5
Don't FLAME your readers. It's
unprofessional to lose control in person;
to do so in writing usually just makes the
situation worse. (Refer to #2 and #4.)

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 Tip - 6
Don't spam your readers. Don't send them
unnecessary or frivolous messages. Soon,
they'll quit opening any message from
you. (Refer to #1.)

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 Tip 7
DON'T TYPE IN ALL CAPS! IT LOOKS
LIKE FLAMING! Remember, if you
emphasize everything, you will have
emphasized nothing

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 Tip - 8
don't type in all lower case (unless you re
e.e. cummings) if you violate the rules of
english grammar and usage you make it
difficult for the reader to read.

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 Tip - 9
Use the Subject line to get the reader's
attention. Replace vague lines
(Information on XYZ Project, or Status
Report Q1) with better hooks: Exciting
Career Opportunity, Serious Problems
with the New Veeblefetzer, or Free
Money.

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 Tip - 10
Take the time to poofread your document
before you sent it. Rub the document thru
the spell checker and/or the grammer
checker. Even simpl tipos will make you
look sloppie and damage you re
proffessional credubility

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 Life Positions
I am OK, You Are OK.
I am OK, You Are NOT OK.
I am Not OK, You are OK
I am NOT OK, You are NOT OK.

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