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7/28/2019 Communication Skills & Relationship Building
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Communication Skills
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Communication
"Communication may be broadly defined as the process of
meaningful interaction among human beings. More
specifically, it is the process by which meanings are
perceived and understandings are reached among humanbeings."
-D.E. McFarland
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Objectives of Communication
Control
Motivation
Emotional Expression
Information
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Need for Communication
Need for Control
… to maintain satisfactoryrelations with others withrespect to power,
dominance and influence. Need for Affection
… to be liked by others.
Need for Inclusion
… to interact with otherpeople in order to maintaingood relations with them.
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The Process of Communication
• A source of information
• A receiver
•A decoder
•A noise source
•An encoder
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Shannon – Weaver Model
Source
Source of
Noise
Receiver
EncoderDecoder
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Shannon – Weaver Model
Source
Source of
Noise
Receiver
EncoderDecoder
Feedback
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The Importance of Feedback
Feedback is a return response of the receiver to the
sender about the message transmitted to him by
the sender.
Feedback helps to keep communication open and
free flowing.
Feedback is necessary to: – Find out what effect our communication has had on the
receiver.
– Check whether the effect has been the desired effect.
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Essentials of Effective
Communication
Conviction
Confidence
Enthusiasm
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Types of Communication
Verbal/Non-verbal
– (Words 7%, Tone 38%, Attitude 55%)
Written/Oral
Formal/Informal
Game: Charade
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Non-verbal Communication
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Components of Non-verbal
Communication Facial Expression
Body Posture
Body Gestures
Eye Contact
Voice and Speech
Distance maintained while communicating
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1 2 3
4 5 6
7 8 9
Facial Expression
Is the personcommunicating similar
messages through these
various facial
expressions?
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Body Posture
An individual can send strong non-verbal
messages through the way his / her body is
inclined when at rest.
Can you deduce
anything about themood of this girl from
the way she is seated?
1
2
3
4
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Gestures
What can you infer
from the gestures of
these individuals?
1 2 3 4
5
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Eye Contact
Maintaining the right eye contact is crucial for you.
Following are a few types:
The Fixed Stare Style
The Darting Glance Style
The Turn-And-Turn-About Style
The No Eye Contact Style
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The Distance Factor
Public Space…over 12 feet
Social Space…4-12 feet
Personal Space…18 inches – 4 feet
Intimate Space…less than 18 inches
The distance maintained between 2 individuals while
communicating is highly dependent on the nature of the underlying
relationship.
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Verbal-Nonverbal Relationships
The Substituting
Relationship
• The Complementing
Relationship
• The Conflicting
Relationship
• The Accenting Relationship
Non-verbal INSTEAD of verbal
Non-verbal WITH verbal
Non-verbal AGAINST verbal
Non-verbal EMPHASIZING verbal
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Non-Verbal Techniques
Face people squarely
Adopt an open posture
Maintain good eye contact
Watch the other party closely
Give nonverbal feedback
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Adjusting the CommunicationStyle ...
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ADJUSTING TO THE BEHAVIOUR
Dominant Detached Social
Are you ready to fight
with me?
Are you as good as I
am?
Are you well prepared?
Are you logical and
effective as I am?
Do you like me?
Do you accept me as I
am?
Winning, Prestige Effectiveness, logic,
rational motives
Emotions, feelings,
spontaneity
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RECOGNISING BEHAVIOUR
Negative Reactions:
Dominant Detached Social
Resistance,
Escape, Become
Aggressive
Talk too much,
Bluff
Impatience,
Too much forcing
Dominant Detached SocialGive respect /
prestige
dominate lightly
Factual arguments,
detailed answers,
bear the silence
Support, be
friendly, keep it
to the point
Ideal Reactions:
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Grooming
Grooming is the art of maintaining one’s outward
appearance and presenting oneself in the best possible
way.
Grooming is essential to be successful in your job.
Brings self-awareness, self confidence and self-esteem.
Assists in communicating with Conviction, Confidence
and Enthusiasm.
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How Well-groomed are You?
Do you know the difference between formal/informal/casual occasions?
Do you possess white shirts?
Does the sleeve of your shirt fall into the palm of your hand? Which colours do you prefer while buying shirts? Which colours do you prefer while buying trousers?
…want to find out more?
Complete the self-assessment form given in your participants manual
and assess your grooming quotient
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Grooming does not mean
SPENDING money…
Grooming means EARNING
more money!
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Assertive Communication
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Enthusiasm…
– It includes both verbal and non-verbal elements.
Understanding…
– Indicates the level of understanding sought by an
individual in communication. – It includes understanding of both feelings and
views of the other person.
Two Components of
Assertiveness
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Assertiveness Profile
Aggressive Assertive
Passive Receptive
Understanding
high
low
Enthusiasm
highlow
Where do you place yourself?
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Aggressive Behavior – contd.
Strength
– Confident and commanding when required.
Weaknesses
– May often be insensitive to others’ rights and
needs.
– May adopt a sarcastic or hostile attitude. – Interrupt or cut into others without listening.
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Passive Behavior
An individual with this behavior tends to use
low enthusiasm and low understanding
levels. He normally keeps to himself or remains
quiet and unassuming in most discussions
or in meetings with others.
When directly engaged, he may often
concede to the more aggressive types.
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Passive Behavior – contd.
Possible body language used:
Leaning back
Hands clasped or arms crossed
Eyes averted or watching the broad scene
with fleeting looks and possible sighs.
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Receptive Behavior – contd.
Possible body language used:
Open posture
Good eye contact
Friendly
Smiling
Some use of hands when speaking and
concentrating, so as to listen properly.
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Receptive Behavior – contd.
Strengths – Keeps the discussions and conversations calm
and friendly.
– Gently offers a lot of ideas and suggestions.
Weaknesses – May not come to the point about what they need
or want. – May become upset in the face of high
aggression or anger.
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Assertive Behavior – contd.Strengths
Takes action towards achieving the result without denying
others their rights.
Pro-active and solution-oriented . Demonstrates that he values the feelings and needs of
others.
Listens effectively.
Weakness
May be insensitive to the coaching needs of others who are
less assertive.
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Assertive Behavior – contd.
Possible body language used:
Relaxed
Slightly leaning forward posture and lots of
use of the hands
Good eye contact and confident, usually
modulated voice.
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Presentations
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Is this You?
If yes, then it’s time tochange yourself…
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Steps to Making EffectivePresentations
1. Prepare the Presentation
2. Deliver the Presentation
3. Handle Questions and Queries
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Tips on Delivery…
Highlights and Issues
– Ideally, you should start with your
achievements. This will create a positive
atmosphere)
– Specific problems/subjects that you want to benoticed at a higher level.
DO NOT FORGET…
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Effective Listening
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The Listening Process
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How to be an EffectiveListener?
Make eye contact
Exhibit affirmative head nods and appropriate facialexpressions
Avoid distractions
Ask questions
Paraphrase
Avoid interrupting the speaker
Don't over talk
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Behaviour Category Criteria
Each category of behavior is such that:
• It can be measured accurately.
• It is easy to understand.
• It is distinct from other categories.
• People can use them with variablefrequencies.
• It can be related to effective performance.
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Summary
People can be aggressive, receptive, Passive or
assertive while communicating.
Assertive communication is the ideal way to
express thoughts and ideas squarely.
In your profession, it is very important to present
yourself well – that is, to remain well-groomed.
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Relationship Building
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What is Relationship Building?
Cultivating long-lasting and mutually
beneficial relationships with various stake-
holders in order to ensure fulfillment of your own responsibilities.
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Relationship Building – WithWhom?
Superiors, Peer Group, Subordinates
CUSTOMERS (Internal / external)
Vendors
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Relationship Building – Why?
Team building,
Following one vision of the company.
Heading towards achieving goals
In the light of the above facts, maintaining good
relations with the various stake-holders may make
it easy for you to accomplish certain tasks and
functions
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Relationship Building – How?
Frequent Interaction
Sharing problems
Sharing credits
Communication at an informal level
– Be friendly – Be approachable
– Be helpful
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What Makes a GreatRelationship?
Empathy
Sound
Judgment
Abundance
Mentality
Trust
RELATIONSHIP
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Relationship Building as aProcess
Continuously work towards building
trust and commitment
Make sure that the give-and take
element of the relationship is strong
enough to make it withstand the test of
time and change.