Communication skills _166

Communication SkillsCommunication Skills

R P Singh, Ph.D. R P Singh, Ph.D.

Development Communication, Development Communication,

GBPUA&T, PantnagarGBPUA&T, Pantnagar

Know What You Want To Know What You Want To SaySay

Think Before you talkThink Before you talkKnow your messageKnow your messageGet to the Point QuicklyGet to the Point QuicklyThen its easier for the listener to remember what you Then its easier for the listener to remember what you saidsaidKnow the outcome you want from your conversationKnow the outcome you want from your conversationPractice the power of persuasion.Practice the power of persuasion.For successful networking ,plan in advance what you For successful networking ,plan in advance what you want to say and what you want to accomplish.want to say and what you want to accomplish.

Practice the power of persuasion.Practice the power of persuasion. For successful networking ,plan in advance what For successful networking ,plan in advance what

you want to say and what you want to accomplish.you want to say and what you want to accomplish. Know something about the people you will be Know something about the people you will be

talking to.talking to.

CONTROL FEARCONTROL FEAR Focus on the Focus on the - Listener ( not yourself)- Listener ( not yourself) - Message ( not the words)- Message ( not the words) - Success (not the alternatives)- Success (not the alternatives) Visualize a positive outcomeVisualize a positive outcome Take a deep breath,relax,and be yourselfTake a deep breath,relax,and be yourself Do your homework, know what you want to sayDo your homework, know what you want to say Control your negative self talkControl your negative self talk Speak from the heart rather than the egoSpeak from the heart rather than the ego

STOP TALKING AND LISTENSTOP TALKING AND LISTEN

Allow your conversation partner to speak.Allow your conversation partner to speak. Respect the other person’s point of viewRespect the other person’s point of view Concentrate on the conversation. Only hearing Concentrate on the conversation. Only hearing

rather than actively listening will cause you to rather than actively listening will cause you to miss vital informationmiss vital information

Help individual resolve their own problems Help individual resolve their own problems with patient listening . Individuals have the with patient listening . Individuals have the ability to solve their own problems.ability to solve their own problems.

THINK BEFORE YOU TALKTHINK BEFORE YOU TALK

Pause , think and consider what you want to sayPause , think and consider what you want to say Choose appropriate words that clearly express your Choose appropriate words that clearly express your

messagemessage Decide on the tone you want from your interchangeDecide on the tone you want from your interchange Determine the outcome you want from your Determine the outcome you want from your

interchangeinterchange Know your audience and if possible , their viewpoint Know your audience and if possible , their viewpoint

and level of understanding about the subject matter.and level of understanding about the subject matter. Shape your message to be easily understoodShape your message to be easily understood

BELIVE IN YOUR MESSAGEBELIVE IN YOUR MESSAGE

Speak with passion and convictionSpeak with passion and conviction Allow your feelings.delivery,body language Allow your feelings.delivery,body language

and voice to flow naturallyand voice to flow naturally Show your enthusiasmShow your enthusiasm Avoid faking it or you risk losing your Avoid faking it or you risk losing your

credibilitycredibility

REPEAT MAJOR POINTSREPEAT MAJOR POINTS

Know your major pointsKnow your major points Paraphrase, as needed, in different ways Paraphrase, as needed, in different ways

throughout your conversation to re-throughout your conversation to re-emphasixzeemphasixze

Tactfully ask your listener for feedbackTactfully ask your listener for feedback Ask questions that will indicate the listener Ask questions that will indicate the listener

understands your main pointsunderstands your main points

ASK QUESTIONSASK QUESTIONS

Ask questions of your listeners to :Ask questions of your listeners to :- Clarify your messageClarify your message- Improve understandingImprove understanding- Get deeper into the issuesGet deeper into the issues- Discover motivesDiscover motives Show interest by asking questions of the Show interest by asking questions of the

speaker’s ideas and experiencesspeaker’s ideas and experiences Avoid questions that pry into personal matters. Avoid questions that pry into personal matters.

Be sensitiveBe sensitive When asking questions , frame them tactfullyWhen asking questions , frame them tactfully

FIND OUT WHAT YOUR FIND OUT WHAT YOUR LISTENER WANTSLISTENER WANTS

Ask questions lots of questions.Ask questions lots of questions. Use open ended questionsUse open ended questions Rephrase questions or responses for the Rephrase questions or responses for the

listener to evaluatelistener to evaluate Define terminology so there is less chance of Define terminology so there is less chance of

misunderstandingmisunderstanding Offer alternatives/suggestions for the listener Offer alternatives/suggestions for the listener

to evaluateto evaluate

AVOID DAYDREAMINGAVOID DAYDREAMING Focus on your speakerFocus on your speaker Listen to your speaker and interact by actively giving Listen to your speaker and interact by actively giving

the speaker verbal and nonverbal feedback.Use such the speaker verbal and nonverbal feedback.Use such nonverbal cues as nodding or smilingnonverbal cues as nodding or smiling

Concentrate on the speaker’s point of view; review or Concentrate on the speaker’s point of view; review or mentally check to see if you are in agreementmentally check to see if you are in agreement

As a speaker, reduce listener's spare time by use of As a speaker, reduce listener's spare time by use of vocal and visual cues as well as use of vocal and visual cues as well as use of stories,humour and metaphorsstories,humour and metaphors

USE MIND MAPPINGUSE MIND MAPPING

Write down a main point, central thought or Write down a main point, central thought or ideaidea

Circle the main point ,central thought or ideaCircle the main point ,central thought or idea In note taking ,mind main things you are In note taking ,mind main things you are

thinking about . You will generate more ideas, thinking about . You will generate more ideas, see relationships among key words, write less see relationships among key words, write less than in conventional note taking; and have than in conventional note taking; and have more funmore fun..

In making telephone calls, mind map who In making telephone calls, mind map who are going to call,your purpose for are going to call,your purpose for calling ,when you intend to call,what calling ,when you intend to call,what questions you want answered or what questions you want answered or what comments you want to make,and what comments you want to make,and what information you want to shareinformation you want to share

COMPLAINTSCOMPLAINTS

State the problemState the problem Supply supporting evidenceSupply supporting evidence State the remedy you seek. What do you want State the remedy you seek. What do you want

done about it?done about it? Hold your temperHold your temper Avoid attacking the person listening to your Avoid attacking the person listening to your

complaintcomplaint Let them know when you want corrective Let them know when you want corrective

action completedaction completed

COMPLAINTSCOMPLAINTS

As a last resort , tell them other approaches As a last resort , tell them other approaches you plan to take to get resolution of the you plan to take to get resolution of the problem, such as taking your complaint to the problem, such as taking your complaint to the manufacturer or getting media attentionmanufacturer or getting media attention

SPEAKING AND WRITING KEY SPEAKING AND WRITING KEY POINTSPOINTS

Write a one – sentence purpose statement Write a one – sentence purpose statement before you being to write, whether it is a letter, before you being to write, whether it is a letter, thesis or speechthesis or speech

Use the who,what,where ,when and how Use the who,what,where ,when and how format to keep your message focused and briefformat to keep your message focused and brief

Write and rewrite until you are able to capture Write and rewrite until you are able to capture the idea in one sentencethe idea in one sentence

GET TO THE POINT QUICKLYGET TO THE POINT QUICKLY

Answer the question," What is my point ? “Answer the question," What is my point ? “ Put your major point or request ,your “bottom Put your major point or request ,your “bottom

line” , first.line” , first. Avoid the risk that your listener or reader will Avoid the risk that your listener or reader will

be interrupted or simply tune you out before be interrupted or simply tune you out before you get to your major point or requestyou get to your major point or request

In closing , reiterate your pointIn closing , reiterate your point

ASK FOR WHAT YOU WANTASK FOR WHAT YOU WANT

Make your requests as specific as possibleMake your requests as specific as possible Ask for informationAsk for information Ask help first from those closest to you. They Ask help first from those closest to you. They

are more likely to give a positive responseare more likely to give a positive response Guard against feeling rejected when the Guard against feeling rejected when the

request you make is not grantedrequest you make is not granted Expect a favorable replyExpect a favorable reply Visualize yourself receiving what you ask forVisualize yourself receiving what you ask for

Formulate positive affirmations and repeat Formulate positive affirmations and repeat them aloud to yourself to develop a belief that them aloud to yourself to develop a belief that you shall have what you ask foryou shall have what you ask for

Remember to say “ Thank You “Remember to say “ Thank You “

USE GENDER NEUTRAL USE GENDER NEUTRAL LANGUAGELANGUAGE

Use the plural instead of singular pronouns,” Use the plural instead of singular pronouns,” Everyone is expected to do the job well” instead of “ Everyone is expected to do the job well” instead of “ his or her job”.his or her job”.

Be consistent in addressing women and men of the Be consistent in addressing women and men of the same rank or status. Frequently ,women are addressed same rank or status. Frequently ,women are addressed by their first names while men are called “ Mr. by their first names while men are called “ Mr. Surname”Surname”

Use gender neutral terminology. For instance ,use Use gender neutral terminology. For instance ,use “workforce” instead of “ manpower”“workforce” instead of “ manpower”

Provide guidance for both sexes on invitations eg “ Provide guidance for both sexes on invitations eg “ business attire” instead of “ coat and tie”business attire” instead of “ coat and tie”

ILLUSTRATE WITH PERSONAL ILLUSTRATE WITH PERSONAL EXAMPLESEXAMPLES

Help people to relate to you by sharing Help people to relate to you by sharing personal experiencespersonal experiences

Build a source of personal examples by Build a source of personal examples by keeping a journalkeeping a journal

Use stories from your past to illustrate your Use stories from your past to illustrate your point or the message you want to leave with point or the message you want to leave with your listenersyour listeners

EXPRESS EMOTIONEXPRESS EMOTION

Describe your feelings as well as factsDescribe your feelings as well as facts Set limits . Extreme emotion becomes a barrierSet limits . Extreme emotion becomes a barrier Indicate that you are approachableIndicate that you are approachable Use body language as a part of your emotional Use body language as a part of your emotional

expressionexpression

USE SHORT SENTENCESUSE SHORT SENTENCES

Avoid run-on, rambling sentencesAvoid run-on, rambling sentences Review your written work and see if Review your written work and see if

conjunctions can be deleted to form two conjunctions can be deleted to form two sentencessentences

Hello!!Can I add

something in it??

COMMUNICATE ONLINECOMMUNICATE ONLINE

Subscribe to an online serviceSubscribe to an online service Learn to use email. You can also communicate Learn to use email. You can also communicate

through news groups, chat rooms, and bulletin through news groups, chat rooms, and bulletin boards.boards.

Compose letters for email .Compose letters for email . Be concise; get to the point quicklyBe concise; get to the point quickly Learn about “netiquette” the customs and Learn about “netiquette” the customs and

manners involved in using on line services. For manners involved in using on line services. For example, the use of all capital letters indicates example, the use of all capital letters indicates that you are shoutingthat you are shouting

GENERAL TIPS -READINGGENERAL TIPS -READING

KEEP UP TO DATE WITH KEEP UP TO DATE WITH CURRENT EVENTSCURRENT EVENTS

Question the intent of the reporter.Over time you Question the intent of the reporter.Over time you may learn of a reporter’s bias towards various may learn of a reporter’s bias towards various topicstopics

Think as you read or listen. You are not required to Think as you read or listen. You are not required to accept everything as factualaccept everything as factual

Find another reporter’s point of viewFind another reporter’s point of view Discuss current events with your acquaintancesDiscuss current events with your acquaintances Do not expect everyone to interpret events in the Do not expect everyone to interpret events in the

same waysame way Scan even the sections of newspapers and Scan even the sections of newspapers and

magazines that you are not particularly interested magazines that you are not particularly interested in eg sports,finane,artsin eg sports,finane,arts

READ SOMETHING READ SOMETHING INSPIRATIONALINSPIRATIONAL

Read inspirational booksRead inspirational books Subscribe to newsletters or pamphlets which Subscribe to newsletters or pamphlets which

provide regular readings to lift the spiritprovide regular readings to lift the spirit Begin to form a habit of regularly reading Begin to form a habit of regularly reading

inspirational thoughts and versesinspirational thoughts and verses Carry internet sources for inspirational Carry internet sources for inspirational

messagesmessages Read or write poetry that inspires youRead or write poetry that inspires you

GENERAL TIPS –NON GENERAL TIPS –NON VERBALVERBAL

PRESENCEPRESENCE Be aware of who you are, the role you play, and who Be aware of who you are, the role you play, and who

your audience isyour audience is Be “ in the moment” and in tune with your inner selfBe “ in the moment” and in tune with your inner self Exude strength and awareness through confidence Exude strength and awareness through confidence

and poiseand poise Sit and stand erectSit and stand erect Let your nonverbal cues reflect the message you want Let your nonverbal cues reflect the message you want

to conveyto convey Signal your self esteem and powerSignal your self esteem and power Draw attention to yourself in a positive wayDraw attention to yourself in a positive way Let your body language agree with your spoken Let your body language agree with your spoken

wordswords Realize that others are getting an impression of you Realize that others are getting an impression of you

during the first visual or verbal contactduring the first visual or verbal contact

DRESS APPROPRIATELYDRESS APPROPRIATELY Find out what dress is considered appropriate. For Find out what dress is considered appropriate. For

example ,attire that is acceptable in a certain city example ,attire that is acceptable in a certain city may not be appropriate in the same situation in may not be appropriate in the same situation in another oneanother one

Be sure your clothing sends the message you Be sure your clothing sends the message you intend. Before you say a word, what you wear intend. Before you say a word, what you wear affects first impressionsaffects first impressions

Wear clothing that is congruent with your verbal Wear clothing that is congruent with your verbal message. For example, when everyone in the office message. For example, when everyone in the office is dressed in business attire and you show up in is dressed in business attire and you show up in jeans and a T-shirt ,you are not in appropriate attire jeans and a T-shirt ,you are not in appropriate attire unless it’s a day designated as “ casual”unless it’s a day designated as “ casual”

SMILESMILE

Use a smile to signal that you are in a pleasant Use a smile to signal that you are in a pleasant mood,positive,and approachablemood,positive,and approachable

Practice smiling in front of a mirror to gain Practice smiling in front of a mirror to gain confidence . See how you look with a broad showing confidence . See how you look with a broad showing teeth parted ,possibly leading to a soft laughteeth parted ,possibly leading to a soft laugh

Smile to indicate a positive attitude:Smile to indicate a positive attitude:

-Respect for the other person-Respect for the other person

-Friendliness-Friendliness

-Openness-Openness

TOUCHTOUCH Be sensitive to the fact that when you touch Be sensitive to the fact that when you touch

someone,you are invading their spacesomeone,you are invading their space Use to indicate warmth, caring and understandingUse to indicate warmth, caring and understanding Develop the techniques of proper touching:Develop the techniques of proper touching: - Gently place your hand on the other person’s - Gently place your hand on the other person’s

arm between the elbow and the wrist in a friendly arm between the elbow and the wrist in a friendly conversationconversation

Break contact immediately if there is any Break contact immediately if there is any resistanceresistance

Never use touch to enforce your will upon another Never use touch to enforce your will upon another person. That's against the Law.person. That's against the Law.