Communication skills

Dr. Kailas GhodkeDr. Kailas Ghodke Communication Skills Communication Skills 11


Presentation ContentPresentation Content

CommunicationCommunication

PresentationPresentation

QuestionQuestion


Information Information communication communication

revolutionsrevolutions


Information communication Information communication revolutionsrevolutions

Researchers have divided how communication works into Researchers have divided how communication works into

3 revolutions.3 revolutions.

The 1st Information Communication Revolution: The 1st Information Communication Revolution:

The 1st written communication began with pictographs. The 1st written communication began with pictographs.

These writings can be found on stone, which were too These writings can be found on stone, which were too

heavy to transfer. heavy to transfer.

During this era, written communication was not mobile.During this era, written communication was not mobile.


Information communication Information communication revolutionsrevolutions

The 2nd Information Communication Revolution: The 2nd Information Communication Revolution:

The Gutenberg press was invented. Gutenberg printed the The Gutenberg press was invented. Gutenberg printed the

1st bible. 1st bible.

The books were able to be transferred for others across the The books were able to be transferred for others across the

world to view. world to view.

Written communication is now storable, and portable.Written communication is now storable, and portable.

The 3rd Information Communication Revolution: The 3rd Information Communication Revolution:

Information can now be transferred via waves, bits, and Information can now be transferred via waves, bits, and

other electronic signals.other electronic signals.

Communication Communication


CommunicationCommunication The purpose of communication is to get your message The purpose of communication is to get your message

((thoughts and ideas ) thoughts and ideas ) across to others. across to others.

This is a process that involves both the sender of the This is a process that involves both the sender of the

message and the receiver. message and the receiver.

This process leaves room for error, with messages often This process leaves room for error, with messages often

misinterpreted by one or more of the parties involved.misinterpreted by one or more of the parties involved.

This causes unnecessary confusion and counter This causes unnecessary confusion and counter

productivity, both personally and professionally.productivity, both personally and professionally.

A message is successful only when both the sender and the A message is successful only when both the sender and the

receiver perceive it in the same wayreceiver perceive it in the same way

For successful communication - Getting your message For successful communication - Getting your message

across is of paramount importance.across is of paramount importance.


Communication GuidelinesCommunication Guidelines

Understand what your message isUnderstand what your message is

What audience you are sending it toWhat audience you are sending it to

How it will be perceivedHow it will be perceived

The circumstances surrounding your communications, The circumstances surrounding your communications,

such as situational and cultural context.such as situational and cultural context.


Types of CommunicationTypes of Communication

1.1. Verbal Verbal

Communication through talking and listeningCommunication through talking and listening

2.2. Non-Verbal Non-Verbal

When one communicate to make other understand their When one communicate to make other understand their

felling without talking to them is called non verbal felling without talking to them is called non verbal

communicationcommunication

Non verbal communication may be in the form of writtenNon verbal communication may be in the form of written, ,

posture , attitude , eye contact etc.posture , attitude , eye contact etc.


Elements of CommunicationElements of Communication

There are three major parts in human face to face There are three major parts in human face to face

communication which are communication which are

1.1. Body LanguageBody Language

2.2. Voice TonalityVoice Tonality

3.3. Words. Words.


Elements of CommunicationElements of Communication

93% (55% + 38%) of 93% (55% + 38%) of communication is communication is nonverbalnonverbal55% body language-55% body language-

postures, gestures, postures, gestures, through facial through facial expression and eye expression and eye contact contact

38% through tone of 38% through tone of voicevoice

7% Content or the words 7% Content or the words used in the used in the communication process. communication process.

Communication as Communication as information information transmissiontransmission


Communication modelingCommunication modeling

Communication can be seen as processes of information Communication can be seen as processes of information

transmission governed by three levels of semiotic rules: transmission governed by three levels of semiotic rules:

1.1. Syntactic (formal properties of signs and symbols) Syntactic (formal properties of signs and symbols)

2.2. Pragmatic (concerned with the relations between Pragmatic (concerned with the relations between

signs/expressions and their users)signs/expressions and their users)

3.3. Semantic (study of relationships between signs and Semantic (study of relationships between signs and

symbols and what they represent). symbols and what they represent).


Communication modeling Communication modeling contdcontd..

Therefore, communication is a kind of social interaction Therefore, communication is a kind of social interaction

where at least two interacting agents share a common set where at least two interacting agents share a common set

of signs and a common set of semiotic rules. of signs and a common set of semiotic rules.

(This rule essentially ignores auto communication, (This rule essentially ignores auto communication,

including intrapersonal communication via diaries or including intrapersonal communication via diaries or

self-talk).self-talk).


Simple model of Information Simple model of Information TransmissionTransmission

In a simple model, In a simple model,

information or content (e.g. a message in natural information or content (e.g. a message in natural

language) is sent in some form (as spoken language) language) is sent in some form (as spoken language)

from a emisor / sender / encoder to a destination / from a emisor / sender / encoder to a destination /

receiver / decoder. receiver / decoder.

In a slightly more complex form a sender and a receiver In a slightly more complex form a sender and a receiver

are linked reciprocally.are linked reciprocally.


The model- Communication major The model- Communication major dimensions schemedimensions scheme


The Model - Communication code The Model - Communication code schemescheme

Communication Communication ProcessProcess


Communication processesCommunication processes

Communication processes are;Communication processes are;

1.1. SenderSender

2.2. MessageMessage

3.3. ChannelChannel

4.4. ReceiverReceiver

5.5. FeedbackFeedback

6.6. ContextContext


Communication processes Communication processes contd.contd.


Thought: Thought: First, information exists in the mind of the sender. First, information exists in the mind of the sender.

This can be a concept, idea, information, or feelings. This can be a concept, idea, information, or feelings.

Encoding: Encoding: Next, a message is sent to a receiver in words or Next, a message is sent to a receiver in words or

other symbols. other symbols.

Decoding: Decoding: lastly, the receiver translates the words or lastly, the receiver translates the words or

symbols into a concept or information that he or she can symbols into a concept or information that he or she can

understand. understand.


SenderSender

To establish yourself as an effective communicator –To establish yourself as an effective communicator –

first establish credibility - by displaying knowledge of the first establish credibility - by displaying knowledge of the

subject, the audience and the context in which the message subject, the audience and the context in which the message

is delivered. is delivered.

Know your audience (individuals or groups to which you Know your audience (individuals or groups to which you

are delivering your message). are delivering your message).

Failure to understand who you are communicating to will Failure to understand who you are communicating to will

result in misunderstanding. result in misunderstanding.


MessageMessage Written, oral and nonverbal communications are effected Written, oral and nonverbal communications are effected

by the sender’s tone, method of organization, validity of by the sender’s tone, method of organization, validity of

the argument, what is communicated and what is left out, the argument, what is communicated and what is left out,

as well as individual style of communicating.as well as individual style of communicating.

Messages also have intellectual and emotional Messages also have intellectual and emotional

components. components.

Intellectual component is the ability to reasonIntellectual component is the ability to reason

Emotional components present motivational appeals, Emotional components present motivational appeals,

ultimately changing minds and actions.ultimately changing minds and actions.


ChannelChannel

Messages are conveyed through channelsMessages are conveyed through channels

Verbal Channels - face-to-face meetings, telephone and Verbal Channels - face-to-face meetings, telephone and

video conferencing; video conferencing;

Written Channels - letters, emails, memos and reports. Written Channels - letters, emails, memos and reports.

Nonverbal Channels- Body LanguageNonverbal Channels- Body Language


ReceiverReceiver

Messages are delivered and received by the audience. Messages are delivered and received by the audience.

The audience also enters into the communication process The audience also enters into the communication process

with ideas and feelings that will undoubtedly influence their with ideas and feelings that will undoubtedly influence their

understanding of your message and their response. understanding of your message and their response.

To be a successful communicator, you should consider To be a successful communicator, you should consider

these before delivering your message, acting appropriately. these before delivering your message, acting appropriately.


FeedbackFeedback

Feedback Feedback

Audience will give feedback, verbal and nonverbal reactions Audience will give feedback, verbal and nonverbal reactions

to your communicated message. to your communicated message.

Pay close attention to this feedback as it is crucial to Pay close attention to this feedback as it is crucial to

ensuring the audience understood your message. ensuring the audience understood your message.


ContextContext

Context is the situation in which your message is Context is the situation in which your message is

delivered delivered

This may include the surrounding environment or This may include the surrounding environment or

broader culture (i.e. corporate culture, international broader culture (i.e. corporate culture, international

cultures, etc.).cultures, etc.).


ContentContent

Content is the actual words or symbols of the message Content is the actual words or symbols of the message

which is known as which is known as languagelanguage - the spoken and written - the spoken and written

words combined into phrases that make grammatical and words combined into phrases that make grammatical and

semantic sense. semantic sense.

We all use and interpret the meanings of words differently, We all use and interpret the meanings of words differently,

so even simple messages can be misunderstood. so even simple messages can be misunderstood.

And many words have different meanings to confuse the And many words have different meanings to confuse the

issue even more. issue even more.

Barriers to Barriers to CommunicationCommunication


Barriers to CommunicationBarriers to Communication

Nothing is so simple that it cannot be Nothing is so simple that it cannot be

misunderstood. misunderstood.

Freeman Teague, Jr.Freeman Teague, Jr.


Barriers to Communication Barriers to Communication contdcontd..

Removing Barriers At All These Stages:Removing Barriers At All These Stages:

To deliver your messages effectively, you To deliver your messages effectively, you

must commit to breaking down the barriers must commit to breaking down the barriers

that exist in each of these stages of the that exist in each of these stages of the

communication process.communication process.


The Importance of Removing The Importance of Removing Communication BarriersCommunication Barriers

Communication barriers can pop-up at every stage of the Communication barriers can pop-up at every stage of the

communication process communication process

Communication barriers can create misunderstanding and Communication barriers can create misunderstanding and

confusion. confusion.


Types of Communication Types of Communication BarriersBarriers

Anything that prevents understanding of the message is a Anything that prevents understanding of the message is a

barrier to communication. barrier to communication.

Many physical and psychological barriers exist: Many physical and psychological barriers exist:

1. Senders

2. Culture, background, and

bias

3. Noise

4. Ourselves

5. Perception

6. Message

7. Environmental

8. Smothering

9. Stress


Barriers in sendersBarriers in senders

Offering too much information too fast. Offering too much information too fast.

Take care of other people’s time, especially in today’s ultra-Take care of other people’s time, especially in today’s ultra-

busy society. busy society.

Work on to understand your audience’s culture, making sure Work on to understand your audience’s culture, making sure

you can converse and deliver your message to people of you can converse and deliver your message to people of

different backgrounds and culturesdifferent backgrounds and cultures..


Culture, background, and biasCulture, background, and bias

We allow our past experiences to change the meaning of the We allow our past experiences to change the meaning of the

message. message.

Culture, background, and bias they allow us to use our past Culture, background, and bias they allow us to use our past

experiences to understand something newexperiences to understand something new

But when they change the meaning of the message they But when they change the meaning of the message they

interfere with the communication process.interfere with the communication process.


Noise Noise

Equipment or environmental noise impedes clear Equipment or environmental noise impedes clear

communication. communication.

The sender and the receiver must both be able to The sender and the receiver must both be able to

concentrate on the messages being sent to each other.concentrate on the messages being sent to each other.


OurselvesOurselves

Focusing on ourselves, rather than the other person can Focusing on ourselves, rather than the other person can

lead to confusion and conflict. lead to confusion and conflict.

The "Me Generation" is out when it comes to effective The "Me Generation" is out when it comes to effective

communication. communication.

Some of the factors that cause this are Some of the factors that cause this are

Defensiveness (we feel someone is attacking us), Defensiveness (we feel someone is attacking us),

Superiority (we feel we know more that the other)Superiority (we feel we know more that the other)

Ego (we feel we are the center of the activity). Ego (we feel we are the center of the activity).


PerceptionPerception

If we feel the person is talking too fast, not fluently, does If we feel the person is talking too fast, not fluently, does

not articulate clearly, etc., we may dismiss the person. not articulate clearly, etc., we may dismiss the person.

Also our preconceived attitudes affect our ability to listen. Also our preconceived attitudes affect our ability to listen.

We listen uncritically to persons of high status and dismiss We listen uncritically to persons of high status and dismiss

those of low status. those of low status.


MessageMessage

If your message is too lengthy, disorganized, or contains If your message is too lengthy, disorganized, or contains errors, you can expect the message to be misunderstood errors, you can expect the message to be misunderstood and misinterpreted.and misinterpreted.

Use of poor verbal and body language can also confuse the Use of poor verbal and body language can also confuse the message. message.

Distractions happen when we focus on the facts rather than Distractions happen when we focus on the facts rather than the idea. the idea.

Semantic (change of meaning) distractions occur when a Semantic (change of meaning) distractions occur when a word is used differently than you prefer. word is used differently than you prefer.

For example, the word chairman instead of chairperson, may For example, the word chairman instead of chairperson, may cause you to focus on the word and not the message. cause you to focus on the word and not the message.


Environmental and Stress Environmental and Stress

EnvironmentalEnvironmental

Bright lights, an attractive person, unusual sights, or any Bright lights, an attractive person, unusual sights, or any

other stimulus provides a potential distraction. other stimulus provides a potential distraction.

StressStress

People do not see things the same way when under stress. People do not see things the same way when under stress.

What we see and believe at a given moment is influenced by What we see and believe at a given moment is influenced by

our psychological frames of references - our beliefs, values, our psychological frames of references - our beliefs, values,

knowledge, experiences, and goals. knowledge, experiences, and goals.


Smothering (conceal)Smothering (conceal)

We take it for granted that the impulse to send useful We take it for granted that the impulse to send useful

information is automatic. information is automatic.

Not true! Not true!

Too often we believe that certain information has no value Too often we believe that certain information has no value

to others or they are already aware of the facts. to others or they are already aware of the facts.


BarriersBarriers

These barriers can be thought of as filters, that is, the These barriers can be thought of as filters, that is, the

message leaves the sender, goes through the above filters, message leaves the sender, goes through the above filters,

and is then heard by the receiver. and is then heard by the receiver.

These filters muffle the message. These filters muffle the message.

To overcome these filters is through active listening and To overcome these filters is through active listening and

feedback. feedback.


How to avoid Barriers?How to avoid Barriers?

To overcome these filters – barriers is through To overcome these filters – barriers is through

1.1. Active listeningActive listening

2.2. Feedback. Feedback.

Active ListeningActive Listening


Hearing V/S Listening Hearing V/S Listening

Is Hearing and listening are the same thing?Is Hearing and listening are the same thing?

Answer Answer

A Big A Big

““NO” NO”


Active ListeningActive Listening

Hearing and listening are not the same thing. Hearing and listening are not the same thing.

Hearing Hearing

It is the act of perceiving sound. It is the act of perceiving sound.

It is involuntary and simply refers to the reception of aural It is involuntary and simply refers to the reception of aural

stimuli. stimuli.

ListeningListening

It is a selective activity which involves the reception and It is a selective activity which involves the reception and

the interpretation of aural stimuli. the interpretation of aural stimuli.

It involves decoding the sound into meaning. It involves decoding the sound into meaning.


ListeningListening

Listening is divided into two main categories: Listening is divided into two main categories:

1.1. PassivePassive

2.2. Active. Active.

Passive listening Passive listening

It is little more that hearing. It is little more that hearing.

It occurs when the receiver of the message has little It occurs when the receiver of the message has little

motivation to listen carefully, such as when listening to motivation to listen carefully, such as when listening to

music, story telling, television, or when being polite. music, story telling, television, or when being polite.


ListeningListening

People speak at 100 to 175 words per minute (WPM), but People speak at 100 to 175 words per minute (WPM), but

they can listen intelligently at 600 to 800 WPM. they can listen intelligently at 600 to 800 WPM.

Since only a part of our mind is paying attention, it is easy Since only a part of our mind is paying attention, it is easy

to go into to go into mind driftmind drift - thinking about other things while - thinking about other things while

listening to someone. listening to someone.


Active listeningActive listening

The cure for this is The cure for this is active listeningactive listening - which involves listening - which involves listening with a purpose. with a purpose.

It may be to gain information, obtain directions, understand It may be to gain information, obtain directions, understand others, solve problems, share interest, see how another others, solve problems, share interest, see how another person feels, show support, etc. person feels, show support, etc.

It requires that the listener attends to the words and the It requires that the listener attends to the words and the feelings of the sender for understanding. feelings of the sender for understanding.

It takes the same amount or more energy than speaking.It takes the same amount or more energy than speaking. It requires the receiver to hear the various messages, It requires the receiver to hear the various messages,

understand the meaning, and then verify the meaning by understand the meaning, and then verify the meaning by offering feedback. offering feedback.


Traits of active listenersTraits of active listeners

1.1. Spend more time listening than talking. Spend more time listening than talking.

2.2. Do not finish the sentences of others. Do not finish the sentences of others.

3.3. Do not answer questions with questions. Do not answer questions with questions.

4.4. Control biases. Control biases.

5.5. Never daydreams or become preoccupied with their own Never daydreams or become preoccupied with their own

thoughts when others talk. thoughts when others talk.

6.6. Let the other speakers talk. Do not dominate the Let the other speakers talk. Do not dominate the

conversations. conversations.


Traits of active listenersTraits of active listeners

7.7. Plan responses after the others have finished speaking, Plan responses after the others have finished speaking,

NOT while they are speaking. NOT while they are speaking.

8.8. Provide feedback, but do not interrupt constantly. Provide feedback, but do not interrupt constantly.

9.9. Analyze by looking at all the relevant factors and asking Analyze by looking at all the relevant factors and asking

open-ended questions. Walk others through by open-ended questions. Walk others through by

summarizing. summarizing.

10.10. Keep conversations on what others say, NOT on what Keep conversations on what others say, NOT on what

interests them. interests them.

11.11. Take brief notes. This forces them to concentrate on what is Take brief notes. This forces them to concentrate on what is

being said. being said.

FeedbackFeedback


FeedbackFeedback

When you know something, say what you know. When you know something, say what you know.

When you don't know something, say that you When you don't know something, say that you

don't know. don't know.

That is knowledge. That is knowledge.

Kung Fu Tzu (Confucius)Kung Fu Tzu (Confucius)


Purpose of feedbackPurpose of feedback

The purpose of feedback is to alter messages so the The purpose of feedback is to alter messages so the

intention of the original communicator is understood by intention of the original communicator is understood by

the second communicator. the second communicator.

It includes verbal and nonverbal responses to another It includes verbal and nonverbal responses to another

person's message. person's message.


How to give Feedback?How to give Feedback?

Providing feedback is accomplished by paraphrasing the Providing feedback is accomplished by paraphrasing the

words of the sender. words of the sender.

Restate the sender's feelings or ideas in your own words, Restate the sender's feelings or ideas in your own words,

rather than repeating their words. rather than repeating their words.

Your words should be saying, "This is what I understand your Your words should be saying, "This is what I understand your

feelings to be, am I correct?" feelings to be, am I correct?"

It not only includes verbal responses, but also nonverbal It not only includes verbal responses, but also nonverbal

ones. ones.


How to give Feedback? How to give Feedback? ContdContd..

Nonverbal responses like. Nonverbal responses like.

Nodding your head or squeezing their hand to show Nodding your head or squeezing their hand to show

agreementagreement

Dipping your eyebrows shows you don't quite Dipping your eyebrows shows you don't quite

understand the meaning of their last phraseunderstand the meaning of their last phrase

Sucking air in deeply and blowing it hard shows that Sucking air in deeply and blowing it hard shows that

you are also exasperated (frustrated) with the situation. you are also exasperated (frustrated) with the situation.


Carl Rogers categories of Carl Rogers categories of feedbackfeedback

Carl Rogers listed five main categories of feedbackCarl Rogers listed five main categories of feedback

They are listed in the order in which they occur most They are listed in the order in which they occur most

frequently in daily conversations. frequently in daily conversations.

We make judgments more often than we try to understand: We make judgments more often than we try to understand:

1.1. Evaluative: Evaluative:

Making a judgment about the worth, goodness, or Making a judgment about the worth, goodness, or

appropriateness of the other person's statement. appropriateness of the other person's statement.

2.2. Interpretive: Interpretive:

Paraphrasing - attempting to explain what the other person's Paraphrasing - attempting to explain what the other person's

statement means. statement means.


Carl Rogers categories of feedback Carl Rogers categories of feedback contd.contd.

3.3. Supportive: Supportive:

Attempting to assist or bolster the other communicator. Attempting to assist or bolster the other communicator.

4.4. Probing: Probing:

Attempting to gain additional information, continue the Attempting to gain additional information, continue the

discussion, or clarify a point. discussion, or clarify a point.

5.5. Understanding: Understanding:

Attempting to discover completely what the other Attempting to discover completely what the other

communicator means by her statements. communicator means by her statements.


Imagine how much better daily communications Imagine how much better daily communications

would be if listeners tried to understand first, would be if listeners tried to understand first,

before they tried to evaluate what someone is before they tried to evaluate what someone is

saying. saying.

Nonverbal Nonverbal Behaviors of Behaviors of

CommunicatioCommunicationn


Non verbal communicationNon verbal communication It is the information that is communicated without using words.It is the information that is communicated without using words.

To deliver the full impact of a message, use nonverbal To deliver the full impact of a message, use nonverbal behaviors to raise the channel of interpersonal communication: behaviors to raise the channel of interpersonal communication:

1. Written

2. Posture, body orientation, appearance, hairstyle, clothes, color choice

3. Gestures

4. Eye contact , Shaking hands, your breathing

5. Expression - in your eyes , Facial Expressions and smile

6. Vocal, Voice, tone and confidence

7. Proximity - How close you stand to others- personal space

8. How you listen

9. The way you move, the way you stand, the way you touch

10.Attitude

11.Silence.


The Importance of NVCThe Importance of NVC

It’s not always just what you say matters but also how you It’s not always just what you say matters but also how you

“say” it “say” it

Always take care of Nonverbal cues , they are very powerfulAlways take care of Nonverbal cues , they are very powerful

E.g.. of NonE.g.. of Non-verbal cues are gestures, eye contact, facial -verbal cues are gestures, eye contact, facial

expressions, posture, gestures space even clothing and expressions, posture, gestures space even clothing and

personal space. personal space.

Be mindful of your own nonverbal cues, as well as the Be mindful of your own nonverbal cues, as well as the

nonverbal cues of those around you. nonverbal cues of those around you.

Keep your messages short and concise. This means Keep your messages short and concise. This means

preparing in advance whenever possible. preparing in advance whenever possible.


Types Of NVCTypes Of NVC

1.1. ParalanguageParalanguage - The vocal cues that accompany spoken - The vocal cues that accompany spoken

language The way we say wordslanguage The way we say words

2.2. KinesicsKinesics - Body Movements - Body Movements

3.3. OcculesicsOcculesics - Eye behavior - Eye behavior

4.4. Appearance /ArtifactsAppearance /Artifacts.- Attractiveness.- Attractiveness


Types Of NVC Types Of NVC contdcontd..

5.5. Proxemics-Proxemics- The The NVCNVC of space and distance of space and distance

6.6. Haptics-Haptics- The The NVCNVC study of touch study of touch

7.7. Olfactics-Olfactics- The The NVCNVC study of smell. study of smell.

8.8. Chronomics-Chronomics- The The NVCNVC study of time study of time

9.9. Facial Expressions-Facial Expressions- We have 80 muscles in our face We have 80 muscles in our face

that can create more than 7,000 facial expressions that can create more than 7,000 facial expressions


G. W. PORTER CATEGORIES AND G. W. PORTER CATEGORIES AND FEATURES OF COMMUNICATIONFEATURES OF COMMUNICATION


G. W. Porter Categories of G. W. Porter Categories of CommunicationsCommunications

Categories and Features G. W. Porter divides non-verbal Categories and Features G. W. Porter divides non-verbal

communication into four broad categories:communication into four broad categories:

1.1. Physical. Physical.

This is the personal type of communication. This is the personal type of communication.

It includes facial expressions, tone of voice, sense of touch, It includes facial expressions, tone of voice, sense of touch,

sense of smell, and body motions.sense of smell, and body motions.

2.2. Aesthetic. Aesthetic.

This is the type of communication that takes place through This is the type of communication that takes place through

creative expressions: playing instrumental music, dancing, creative expressions: playing instrumental music, dancing,

painting and sculpturing.painting and sculpturing.


G. W. Porter Categories of G. W. Porter Categories of Communications Communications contdcontd..

3.3. Signs. Signs.

This is the mechanical type of communication, which This is the mechanical type of communication, which

includes the use of signal flags, the 21-gun salute, horns, includes the use of signal flags, the 21-gun salute, horns,

and sirens.and sirens.

4.4. Symbolic. Symbolic.

This is the type of communication that makes use of This is the type of communication that makes use of

religious, status, or ego-building symbols.religious, status, or ego-building symbols.


G. W. Porter Features of G. W. Porter Features of CommunicationsCommunications

A) Static Features

1. Distance

2. Orientation

3. Posture

4. Physical Contact

B) Dynamic Features

1. Facial Expressions

2. Gestures

3. Looking


Eye contact / LookingEye contact / Looking A major feature of social communication is eye contact. A major feature of social communication is eye contact.

This helps to regulate the flow of communication. This helps to regulate the flow of communication.

It can convey emotion, signal when to talk or finish, or It can convey emotion, signal when to talk or finish, or

aversion. aversion.

It signals interest in others and increases the speaker's It signals interest in others and increases the speaker's

credibility. credibility.

People who make eye contact open the flow of People who make eye contact open the flow of

communication and convey interest, concern, warmth, and communication and convey interest, concern, warmth, and

credibility. credibility.

The frequency of contact suggest either interest or boredom.The frequency of contact suggest either interest or boredom.


Facial ExpressionsFacial Expressions A smile, frown, raised eyebrow, yawn, and sneer all convey A smile, frown, raised eyebrow, yawn, and sneer all convey

information. information. Smiling is a powerful cue that transmits happiness, Smiling is a powerful cue that transmits happiness,

friendliness, warmth, and liking. friendliness, warmth, and liking. So, if you smile frequently you will be perceived as more So, if you smile frequently you will be perceived as more

likable, friendly, warm and approachable. likable, friendly, warm and approachable. Smiling is often contagious and people will react favorably. Smiling is often contagious and people will react favorably. They will be more comfortable around you and will want to They will be more comfortable around you and will want to

listen more. listen more. Facial expressions continually change during interaction Facial expressions continually change during interaction

and are monitored constantly by the recipient. and are monitored constantly by the recipient. There is evidence that the meaning of these expressions There is evidence that the meaning of these expressions

may be similar across cultures.may be similar across cultures.


GesturesGestures If you fail to gesture while speaking you may be perceived as If you fail to gesture while speaking you may be perceived as

boring and stiff. boring and stiff.

One of the most frequently observed, but least understood, One of the most frequently observed, but least understood,

cues is a hand movement. cues is a hand movement.

While some gestures (e.g., a clenched fist) have universal While some gestures (e.g., a clenched fist) have universal

meanings, most of the others are individually learned and meanings, most of the others are individually learned and

idiosyncratic. idiosyncratic.

A lively speaking style captures the listener's attention, A lively speaking style captures the listener's attention,

makes the conversation more interesting, and facilitates makes the conversation more interesting, and facilitates

understanding.understanding.


PosturePosture

Obviously one can be lying down, seated, or standing. Obviously one can be lying down, seated, or standing.

These are not the elements of posture that convey These are not the elements of posture that convey

messages. messages.

You communicate numerous messages by the way you talk You communicate numerous messages by the way you talk

and move. and move.

Are we slouched or erect ? Are we slouched or erect ?

Are our legs crossed or our arms folded ? Are our legs crossed or our arms folded ?

Such postures convey a degree of formality and the degree Such postures convey a degree of formality and the degree

of relaxation in the communication exchange.of relaxation in the communication exchange.


Posture Posture contdcontd..

Standing erect and leaning forward communicates you are Standing erect and leaning forward communicates you are

approachable, receptive and friendly. approachable, receptive and friendly.

Interpersonal closeness results when you and the listener Interpersonal closeness results when you and the listener

face each other. face each other.


Body OrientationBody Orientation

People may present themselves in various ways: People may present themselves in various ways:

Face-to-faceFace-to-face

Side-to-sideSide-to-side

Or Even back-to-back. Or Even back-to-back.

For example, cooperating people are likely to sit side-by-For example, cooperating people are likely to sit side-by-

side while competitors frequently face one another.side while competitors frequently face one another.

Speaking with your back turned or looking at the floor or Speaking with your back turned or looking at the floor or

ceiling should be avoided as it communicates disinterest. ceiling should be avoided as it communicates disinterest.


Proximity / DistanceProximity / Distance

The distance one stands from another frequently conveys a The distance one stands from another frequently conveys a

non-verbal message. non-verbal message.

Cultural norms dictate a comfortable distance for interaction Cultural norms dictate a comfortable distance for interaction

with others. with others.

In some cultures it is a sign of attraction, while in others it In some cultures it is a sign of attraction, while in others it

may reflect status or the intensity of the exchange.may reflect status or the intensity of the exchange.

You should look for signals of discomfort caused by You should look for signals of discomfort caused by

invading the other person's space. invading the other person's space.

Some of these are: rocking, leg swinging, tapping, and gaze Some of these are: rocking, leg swinging, tapping, and gaze

aversion (dislike). aversion (dislike).


Physical ContactPhysical Contact

Shaking hands, touching, holding, embracing, pushing, or Shaking hands, touching, holding, embracing, pushing, or

patting on the back all convey messages. patting on the back all convey messages.

They reflect an element of intimacy or a feeling of (or lack They reflect an element of intimacy or a feeling of (or lack

of) attraction.of) attraction.


VocalVocal Speaking can signal nonverbal communication when you Speaking can signal nonverbal communication when you

include such vocal elements as: include such vocal elements as:

1.1. ToneTone

2.2. PitchPitch

3.3. RhythmRhythm

4.4. Timbre (resonance , Quality)Timbre (resonance , Quality)

5.5. LoudnessLoudness

6.6. Inflection (modulation). Inflection (modulation). For maximum teaching effectiveness, learn to vary these six For maximum teaching effectiveness, learn to vary these six

elements of your voice. elements of your voice. One of the major criticisms of many speakers is that they One of the major criticisms of many speakers is that they

speak in a monotone voice. speak in a monotone voice. Listeners perceive this type of speaker as boring and Listeners perceive this type of speaker as boring and

dull. dull.


Body LanguageBody Language


Body languageBody language It is a term for communication using body movements or It is a term for communication using body movements or

gestures instead of, or in addition to, sounds, verbal gestures instead of, or in addition to, sounds, verbal

language or other communication. language or other communication.

It accounts for over 90% of a conversation! It accounts for over 90% of a conversation!

It can be used to help conduct an interview, give a It can be used to help conduct an interview, give a

presentation or make that important sale: a conversation presentation or make that important sale: a conversation

stretches so much further than speech. stretches so much further than speech.

Body language is the reason why selling face-to-face has a Body language is the reason why selling face-to-face has a

huge advantage over selling by phone. huge advantage over selling by phone.


Body languageBody language It forms part of the category of paralanguage, which It forms part of the category of paralanguage, which

describes all forms of human communication that are not describes all forms of human communication that are not

verbal language. verbal language.

This includes the most subtle of movements that many This includes the most subtle of movements that many

people are not aware of, including winking and slight people are not aware of, including winking and slight

movement of the eyebrows. movement of the eyebrows.

In addition body language can also incorporate the use of In addition body language can also incorporate the use of

facial expressions.facial expressions.


Body LanguageBody Language



Body language (hand gestures) of US Marine Corps General Michael W. Hagee


Examples Of Body LanguageExamples Of Body Language

Sr. No. Nonverbal Behaviour Interpretation

1 Brisk, erect walk Confidence

2 Standing with hands on hips Readiness, aggression

3Sitting with legs crossed, foot kicking slightly

Boredom

4 Sitting, legs apart Open, relaxed

5 Arms crossed on chestDefensiveness Person is putting barrier between themselves and others

6Walking with hands in pockets, shoulders hunched

Dejection

7 Hand to cheek Evaluation, thinking

8Touching, slightly rubbing nose

Rejection, doubt, lying

9 Rubbing the eye Doubt, disbelief

10 Hands clasped behind back Anger, frustration, apprehension



Examples Of Body Language Examples Of Body Language contdcontd..


11 Locked ankles Apprehension

12Head resting in hand, tilting at one side, eyes downcast

Boredom

13 Rubbing hands Anticipation

14Sitting with hands clasped behind head, legs crossed

Confidence, superiority

15 Open palm Sincerity, openness, innocence

16Pinching bridge of nose, eyes closed

Negative evaluation

17 Tapping or drumming fingers Impatience

18 Steepling fingers Authoritative

19 Patting/fondling hair Lack of self-confidence; insecurity

20 Tilted head Interest

21 Stroking chin Trying to make a decision


Examples Of Body Language Examples Of Body Language contdcontd..


22Looking down, face turned away

Disbelief

23 Biting nails Insecurity, nervousness

24 Pulling or tugging at ear Indecision

25 Leaning forward Intrested

26 Leaning away from the speaker. Expressing opposition

27 Consistent eye contact Thinking positively 28 Lack of eye contact indicate negativity.

29Looking at you but is making the arms-across-chest signal

The eye contact indicates something is bothering, and he wants to talk about it.

30averted gaze, touching the ear or scratching the chin.

Disbelief

31Female crosses her legs towards a male she is interested in.

Sexual desire


Speaking Too Speaking Too QuicklyQuickly


A lot of us speak quickly when we are on theA lot of us speak quickly when we are on the

Phone or with our customers / clients. Phone or with our customers / clients.

Sometimes itSometimes it

is a habit or we are in a hurry is a habit or we are in a hurry

WhateverWhatever

the case, it is a habit that can cost us business.the case, it is a habit that can cost us business.


Problems with speaking quickly .Problems with speaking quickly .

When you speak quickly, it affects other vocal issues.When you speak quickly, it affects other vocal issues. Speed affects the clarity of words. Speed affects the clarity of words.

The lips, teeth and tongue can’t get into the right position The lips, teeth and tongue can’t get into the right position in your mouth. in your mouth.

Customers expect to hear the words as they learned them. Customers expect to hear the words as they learned them. If you are slipping over syllables or eliminating them all If you are slipping over syllables or eliminating them all

together, customers start focusing on what you just said, together, customers start focusing on what you just said, versus what you are currently saying. versus what you are currently saying.

They feel like they are translating a foreign language. They feel like they are translating a foreign language. It affects comprehension. It affects comprehension.

Especially a person whose mother tongue is not English, Especially a person whose mother tongue is not English, it may be difficult for them to make any sense out of what it may be difficult for them to make any sense out of what you are saying.you are saying.


Problems with speaking quickly . Problems with speaking quickly . ContdContd..

Affects the tone of your voice.Affects the tone of your voice.

It is impossible to sound friendly, sincere or empathetic It is impossible to sound friendly, sincere or empathetic

without pausing. without pausing.

Voice became monotone.Voice became monotone.

If the voice is a monotone, the customer concludes you If the voice is a monotone, the customer concludes you

are disinterested. are disinterested.

• Who wants to do business with someone who is Who wants to do business with someone who is

disinterested?disinterested?


Ways to slow downWays to slow down

1.1. First, get into the mind set that when you are at work; put First, get into the mind set that when you are at work; put

cash on voice, the voice that earns you a living. cash on voice, the voice that earns you a living.

Actors, Show host, Radio jokey they all speak a lot slower Actors, Show host, Radio jokey they all speak a lot slower

on television than they do when they are with friends and on television than they do when they are with friends and

family. family.

They know that if they speak quickly, viewers will be They know that if they speak quickly, viewers will be

complaining, and they will lose their jobs.complaining, and they will lose their jobs.


Ways to slow down Ways to slow down contdcontd..

2.2. Secondly - Artist learn is the value of pausing.Secondly - Artist learn is the value of pausing.

In fact, they pause a lot. In fact, they pause a lot.

They pause not only at the end of sentences and clauses, They pause not only at the end of sentences and clauses,

but whenever they want to emphasize a point or idea. but whenever they want to emphasize a point or idea.

More you pause, the more the listeners understand.More you pause, the more the listeners understand.



To get comfortable pausing, use your voice mail system to To get comfortable pausing, use your voice mail system to

give you feedback. give you feedback.

When you send internal voice mail messages, press When you send internal voice mail messages, press

“review” before you press “send.” If you hear yourself “review” before you press “send.” If you hear yourself

speaking quickly, redo the message until you are speaking quickly, redo the message until you are

satisfied.satisfied.

Get feedback from family members and friends . Get feedback from family members and friends .

Ask them to tell you to pause more or to remind you that Ask them to tell you to pause more or to remind you that

you are mumbling. you are mumbling.


Ways to slow down Ways to slow down contdcontd..3.3. Thirdly slow down yourselfThirdly slow down yourself Fast talkers also mumble (murmur / speak unclearly).Fast talkers also mumble (murmur / speak unclearly). Read out loud to your child (if you have one or ..).Read out loud to your child (if you have one or ..). Children demand that you really get into the story.Children demand that you really get into the story. They will tell you to slow down because they want to enjoy They will tell you to slow down because they want to enjoy

the story. the story. As you drive down the street, use your car as a laboratory. As you drive down the street, use your car as a laboratory.

Say out loud what you are seeing and over - enunciate Say out loud what you are seeing and over - enunciate (Pronounce) each word. (Pronounce) each word.

No one will hear you. No one will hear you. Over - enunciating will get you used to saying every Over - enunciating will get you used to saying every

syllable in the word.syllable in the word.



While speaking quickly is a habit, it is not a habit that helps While speaking quickly is a habit, it is not a habit that helps

you to develop relationships with your customers. you to develop relationships with your customers.

The more you pause, the more they feel you care. The less The more you pause, the more they feel you care. The less

likely they are to become upset.likely they are to become upset.

A one or two second pause can make a huge difference.A one or two second pause can make a huge difference.

Put on your “cash” voice and see what a difference it will Put on your “cash” voice and see what a difference it will

make.make.


It is not what you know It is not what you know

but how you communicate it but how you communicate it

that makes a difference. that makes a difference.

Speaking HintsSpeaking Hints


Speak comfortable words! Speak comfortable words!

William ShakespeareWilliam Shakespeare



1.1. When speaking or trying to explain something, ask the When speaking or trying to explain something, ask the

listeners if they are following you. listeners if they are following you.

2.2. Ensure the receiver has a chance to comment or ask Ensure the receiver has a chance to comment or ask

questions. questions.

3.3. Try to put yourself in the other person's shoes - consider Try to put yourself in the other person's shoes - consider

the feelings of the receiver. the feelings of the receiver.

4.4. Be clear about what you say. Be clear about what you say.



5.5. Look at the receiver. Look at the receiver.

6.6. Make sure your words match your tone and body language Make sure your words match your tone and body language

(Nonverbal Behaviors). (Nonverbal Behaviors).

7.7. Vary your tone and pace. Vary your tone and pace.

8.8. Do not be vague, but on the other hand, do not complicate Do not be vague, but on the other hand, do not complicate

what you are saying with too much detail. what you are saying with too much detail.

9.9. Do not ignore signs of confusion.Do not ignore signs of confusion.


Enhancing your Enhancing your communicationscommunications

Eye contact is an important step in sending and receiving Eye contact is an important step in sending and receiving

messages. messages.

Eye contact can be a signal of interest, a signal of Eye contact can be a signal of interest, a signal of

recognition, even a sign of honesty and credibility. recognition, even a sign of honesty and credibility.

Closely linked to eye contact are facial expressions, which Closely linked to eye contact are facial expressions, which

can reflect attitudes and emotions. can reflect attitudes and emotions.

Posture can also be used to more effectively communicate Posture can also be used to more effectively communicate

your message. your message.

Clothing is important. By dressing for your job, you show Clothing is important. By dressing for your job, you show

respect for the values and conventions of your organization.respect for the values and conventions of your organization.


Enhancing your communications Enhancing your communications contdcontd..

Do not invade personal space by Do not invade personal space by

getting too close and do not confuse getting too close and do not confuse

communications by trying to exchange communications by trying to exchange

messages from too far away. messages from too far away.

Be aware of your gestures, tone of Be aware of your gestures, tone of

voice, movement and facial voice, movement and facial

expressions. expressions.

How to Detect LiesHow to Detect Lies


How to Detect LiesHow to Detect Lies

The techniques of How to Detect Lies is often used by The techniques of How to Detect Lies is often used by

police, and security experts. police, and security experts.

This knowledge is also useful for managers, employers, This knowledge is also useful for managers, employers,

and for anyone to use in everyday situations where telling and for anyone to use in everyday situations where telling

the truth from a lie can help prevent you from being a the truth from a lie can help prevent you from being a

victim of fraud/scams and other deceptions. victim of fraud/scams and other deceptions.


WarningWarning

Sometimes Ignorance is bliss; Sometimes Ignorance is bliss;

after gaining this knowledge, after gaining this knowledge,

you may be hurt you may be hurt

when it is obvious that someone is lying to you.when it is obvious that someone is lying to you.


Signs of Deception Signs of Deception (Dishonesty)(Dishonesty)

1.1. Body Language of LiesBody Language of Lies

2.2. Emotional Gestures & ContradictionEmotional Gestures & Contradiction

3.3. Interactions and Reactions Interactions and Reactions

4.4. Verbal Context and ContentVerbal Context and Content

5.5. Other signs of a lieOther signs of a lie


1) Body Language of Lies1) Body Language of Lies1.1. Physical expression Physical expression Physical expression will be limited and stiff, with few arm Physical expression will be limited and stiff, with few arm

and hand movements. and hand movements. Hand, arm and leg movement are toward their own body the Hand, arm and leg movement are toward their own body the

liar takes up less space.liar takes up less space.

2.2. Eye contact.Eye contact. A person who is lying to you will avoid making eye contact.A person who is lying to you will avoid making eye contact.

3.3. Movement of HandsMovement of Hands Hands touching their face, throat & mouth. Hands touching their face, throat & mouth. Touching or scratching the nose or behind their ear. Touching or scratching the nose or behind their ear. Not likely to touch his chest/heart with an open hand. Not likely to touch his chest/heart with an open hand.




2) Emotional Gestures & 2) Emotional Gestures & ContradictionContradiction

1.1. Timing and duration of emotional gestures and emotions Timing and duration of emotional gestures and emotions

are off a normal pace. are off a normal pace.

The display of emotion is delayed, stays longer it would The display of emotion is delayed, stays longer it would

naturally, then stops suddenly.naturally, then stops suddenly.

2.2. Timing is off between emotions gestures/expressions and Timing is off between emotions gestures/expressions and

words. words.

Example: Someone says "I love it!" when receiving a gift, Example: Someone says "I love it!" when receiving a gift,

and then smile after making that statement, rather then at and then smile after making that statement, rather then at

the same time the statement is made.the same time the statement is made.


2) Emotional Gestures & Contradiction 2) Emotional Gestures & Contradiction contdcontd..

3.3. Gestures/expressionsGestures/expressions don’t match the verbal statement, don’t match the verbal statement,

such as frowning when saying “I love you.”such as frowning when saying “I love you.”

4.4. ExpressionsExpressions are limited to mouth movements when are limited to mouth movements when

someone is faking emotions like happy, surprised, sad, someone is faking emotions like happy, surprised, sad,

awe (fear) instead of the whole face. awe (fear) instead of the whole face.

For example; when someone smiles naturally their whole For example; when someone smiles naturally their whole

face is involved: jaw/cheek movement, eyes and forehead face is involved: jaw/cheek movement, eyes and forehead

push down, etc.push down, etc.


3) Interactions and Reactions3) Interactions and Reactions

A guilty person gets defensive. An innocent person will A guilty person gets defensive. An innocent person will

often go on the offensive.often go on the offensive.

A liar is uncomfortable facing his questioner/accuser and A liar is uncomfortable facing his questioner/accuser and

may turn his head or body away. may turn his head or body away.

A liar might unconsciously place objects (book, coffee cup, A liar might unconsciously place objects (book, coffee cup,

etc.) between themselves and you.etc.) between themselves and you.


4) Verbal Context and Content4) Verbal Context and Contenti.i. A liar will use your words to make answer a question.A liar will use your words to make answer a question. When asked, “Did you eat the last cookie?” When asked, “Did you eat the last cookie?”

The liar answers, “No, I did not eat the last cookie.” The liar answers, “No, I did not eat the last cookie.”

ii.ii. A statement with a contraction (short) is more likely to be A statement with a contraction (short) is more likely to be truthful: “ I didn't do it” instead of “I did not do it”truthful: “ I didn't do it” instead of “I did not do it”

iii.iii. Liars sometimes avoid "lying" by not making direct Liars sometimes avoid "lying" by not making direct statements. statements.

They imply answers instead of denying something They imply answers instead of denying something directly.directly.

iv.iv. The guilty person may speak more than natural, adding The guilty person may speak more than natural, adding unnecessary details to convince you... they are not unnecessary details to convince you... they are not comfortable with silence or pauses in the conversation.comfortable with silence or pauses in the conversation.


4) Verbal Context and Content4) Verbal Context and Content

v.v. A liar may leave out pronouns and speak in a A liar may leave out pronouns and speak in a

monotonous tone. monotonous tone.

When a truthful statement is made the pronoun is When a truthful statement is made the pronoun is

emphasized as much or more than the rest of the words in emphasized as much or more than the rest of the words in

a statement.a statement.

vi.vi. Words may be garbled and spoken softly, and syntax and Words may be garbled and spoken softly, and syntax and

grammar may be off. grammar may be off.

In other words, his sentences will likely be muddled rather In other words, his sentences will likely be muddled rather

than emphasized.than emphasized.


5) Other signs of a lie5) Other signs of a lie

If you believe someone is lying, then change subject of a If you believe someone is lying, then change subject of a

conversation quickly, a liar follows along willingly and conversation quickly, a liar follows along willingly and

becomes more relaxed. becomes more relaxed.

The guilty wants the subject changed; an innocent person The guilty wants the subject changed; an innocent person

may be confused by the sudden change in topics and will may be confused by the sudden change in topics and will

want to back to the previous subject.want to back to the previous subject.

WorkshopWorkshop


Can you guess the nonverbal body Can you guess the nonverbal body language the faces below are language the faces below are

communicating? communicating?


Answer Answer


Communication Communication StrategiesStrategies


Communication Strategies - Communication Strategies - CareCare

SOLER (Egan, 1986) is a technique used by care workers. SOLER (Egan, 1986) is a technique used by care workers.

It helps the clients or patients to trust the care-giver and to It helps the clients or patients to trust the care-giver and to

feel safe and helps in effective communication. feel safe and helps in effective communication.

SOLER is:SOLER is:

S – Sit squarely in relation to the patient S – Sit squarely in relation to the patient

O – Open position O – Open position

L – Lean slightly towards the patient L – Lean slightly towards the patient

E – Eye contact E – Eye contact

R – Relax R – Relax


Oral presentationsOral presentationsSr. No. Skills Criteria

1 Select and organiseinformation

• Relevance of information• Amount appropriate to the time available• Brief introduction• Argument is well organised, using markers• Short conclusion or link (if in group)

2 Project confidence and enthusiasm

• Strong stance, calm appearance, eye contact• Minimal reference to notes

3 Use audio-visualseffectively

• Clear speech• Steady pace• Some modulation• Appropriate emphasis• Explain or define new terms• Avoid jargon and long sentences

4 Use audio-visualseffectively

• Over Head Transparencies (OHTs) not crowded• Equipment used with ease• Information selected that assists the audience

5 Respond to theaudience

• Counter arguments explained• Own argument summarised• Active listening and focused response


Short answersShort answers

Sr. No. Skills Criteria

1 Analyse the question • The question is answered

2 Select relevant information • The content is all relevant to the question

3 Think critically and analytically

• The answer shows understanding of how key aspects relate• Information is questioned

4 Begin with a proposition

• The proposition shows understanding of the question and indicates the points to be covered• The final sentence summarises

5 Present an argument • The argument is logical and concise

Presentation Presentation PlanningPlanning


1) Presentation 1) Presentation Does your introduction grab participant’s attention and Does your introduction grab participant’s attention and

explain your objectives? explain your objectives?

Do you follow this by clearly defining the points of the Do you follow this by clearly defining the points of the presentation? presentation?

Are these main points in logical sequence? Are these main points in logical sequence?

Do these flow well? Do these flow well?

Do the main points need support from visual aids? Do the main points need support from visual aids?

Does your closing summarize the presentation clearly and Does your closing summarize the presentation clearly and concisely? concisely?

Is the conclusion strong? Is the conclusion strong?

Have your tied the conclusion to the introduction? Have your tied the conclusion to the introduction?

Did you demand sale?Did you demand sale?


2) 2) DeliveryDelivery

Are you knowledgeable about the product covered in your Are you knowledgeable about the product covered in your

presentation? presentation?

Do you have your promotional inputs in order? Do you have your promotional inputs in order?

Where and how will you present (indoors, outdoors, Where and how will you present (indoors, outdoors,

standing, sitting, etc.)? standing, sitting, etc.)?

Have you checked and practice your visual aids, Have you checked and practice your visual aids, brochure brochure

and other promotional inputs? and other promotional inputs?


3) Appearance3) Appearance

Make sure you are dressed and groomed appropriately and in Make sure you are dressed and groomed appropriately and in

keeping with the audience’s expectations. keeping with the audience’s expectations.

Practice your speech standing (or sitting, if applicable), paying Practice your speech standing (or sitting, if applicable), paying

close attention to your body language, even your posture, both close attention to your body language, even your posture, both

of which will be assessed by the audience. of which will be assessed by the audience.


4) Visual Aids4) Visual Aids

Are the visual aids easy to read and easy to understand? Are the visual aids easy to read and easy to understand?

Did you understand the Visual aid?Did you understand the Visual aid?

Are they are in proper condition? Are they are in proper condition?

Can doctor see them easily while you are detailing them?Can doctor see them easily while you are detailing them?


Basic structure of a sales presentationBasic structure of a sales presentation

OpeningOpening

Get attentionGet attention

Create interest and sustain it (Joke , Graph, Picture etc.)Create interest and sustain it (Joke , Graph, Picture etc.)

Present benefits Present benefits

DemonstrateDemonstrate

FeedbackFeedback

Handle objectionHandle objection

CloseClose



