Participants Handbook for Communication for Success

8/14/2019 Participants Handbook for Communication for Success

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COMMUNICATION FOR

SUCCESSPARTICIPANTS HANDBOOK


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WORKSHOP STRUCTURE

1. Communication and its types

2. Styles of Communication

3. Managing Perceptions

4. Business Dressing

5. Preparation

6. Using Voice to communicate effectively

7. E-mail Etiquette


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8. Telephone Etiquette

9. Listening

10.Effective Client Interaction

11.Conversational Skills

Communicating:

Vital aspect of management


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The art of being able to structure and transmit a message in a

way that another can easily understand and/or accept.

How Effective Are Your Communication Skills?

Date: _____________________ Name: ___________________________________________

How Good Are You?Im great at

this

Im Okay I could be

better

Listening to others

Communicating in speech

Communicating in writing


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Giving clear instructions

Explaining difficult concepts or ideas

Dealing with public in general

Dealing with difficult situations

Ability to put forward own ideas

Starting a conversation

Chairing a meeting

Interviewing others

Being interviewed

Giving a team briefing/ group presentation

Asking questions

Look at your answers:

What skills do you feel you need to work on?

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How would you want to develop these skills?

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What are your strengths?

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How do you feel about your communication skills?

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Additional Comments: __________________________________________________________________

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Notes:


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Types of Communication

Verbal

Oral - person to person ; Over the Telephone ; Meetings

Written - E-mail ; reports ;

Nonverbal

Expression

Body language

The 3 Ms of Effective Communication

Messenger

Medium

Message


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Notes:


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Activity 8: Styles of communication

Using the grid below, sort the Emotions into the Style of Communication to

describe the 3 general types of communication behavior. The first one has been

done for you.

Tone of voice

Aggressive Submissive Assertive

Firm speech

Fast, fluentHesitant

Middle tone voice

Loud, shouting

Lots of pauses

Voice fading at

end

Clear steady firm

Wobbly voice

Emphasizes key

words

Harsh

Click and drag

box to correct

Harsh

Sarcastic tone, cold


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Speech Content

Aggressive Submissive Assertive

Stating what

you feel

Interrupting

Apologizing a lot

Blaming

Rambl

Resolving problems

Backing down

Putting yourself

Giving orders

Putting

others down

Stating opinions

as facts

Stating opinions

Acknowledging

others point ofview

Click and drag

box to correct


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Body LanguageAggressive Submissive Assertive

Very uprLooking down

Sta

Hunche

shoulde

Finger waggLeaning forward

Fidge

Firm eye contact

Exaggerated facial

expressions

Upright, relaxed

Fist thumping

Covering mo

Listening

Open expression,

features steady

Fidgeting

Covering mouth

Very uprig

Finger wagging

Starin

Hunched

shoulder


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How assertive are you

How Assertive Are YOU??

Date: _____________________ Name:___________________________________________

How Good Are You ?Im great at

this

Im Okay I could be

better

Say No without feeling guilty

Disagreeing with someone

Giving criticism

Responding to criticism

Asking for help

Expressing compliments or

appreciation

Speaking up in front of a group

Telling people how you feel

Stating your views clearly

Accepting others options

Look at your answers:

What skills do you feel you need to work on?


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How would you want to develop these skills?

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What are your strengths?

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How do you feel about your assertiveness skills?

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Notes:

Activity 11


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Write the corresponding number on the photograph

selected against the questions below.

Which person would you select as a role model in your life?

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Which 5 people would you like to travel with for a year?

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Is there one person you would not want anything to do with?

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Who, if anyone, would you choose as a good friend?

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Which person do you feel would be the best public speaker?

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Which person looks like a lot of fun?

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Which person looks laid back and boring?

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Which person looks defeated?

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Thoughts on Apparel

NEVER under estimate the power of first impressions..

Dress appropriately for your surroundings Line of Work / Corporate

Culture/Audience.

Conservative colors are always safest.

Underwear stays UNDER your wears !!


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Notes:


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Crash through Barriers

Team A : Who wants to be a lawyer...

Lawyer Inflection exercise

I see,

I hear,

I understand,

I feel,

but I dont agree with this, throw it out

Team B: Who wants to be Tarzan...

Tarzan - to loosen up

Me tarzan,

me king of the jungle,

me call lion

come here lion,

me call elephant

come here elephant

Team C : Who wants to tell Dennis...

Dennis voice

Dennis,

dont you ever ever ever

let me catch you

using my toothbrush


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on your dog

Team D: Who wants to sell a product...

Advertisement actor to become more expressive

The floor is so dirty,

the stains wont go,

its time for a change,

with clean and glow.

Just shake it up, and pour it down,

WOW,

it looks so good,

with Clean and Glow, Clean and Glow, Clean and Glow

Team E: Disagree Agreeably

CUSHION

I hear you saying...

I understand...

I appreciate your view...

Thats an interesting point of view...

Activity 14


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Show me the money!!

Activity 15


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Read out the sentences given below stress on the

appropriate syllable

1. He conducted classed on how to improve ones conduct

2. Please dont desert her in the desert

3. I contest in the contest

4. I suspect there is a suspect for the murder

5. She objects to the removal of the object

6. I have a permit to permit this search

7. He could not digest the tragic story in the digest

8. The professor was content with the content of his research paper

9. The artist will present his new record as a present.

10.You cannot call yourself a graduate if you have not graduated from college

11.The executive associate refused to associate with his subordinates

12.Its difficult for a drug addict to get rid of his addiction

13.The criminal advocate decided to advocate capital punishment.

14.The soldier wound his bandage over his wound.

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Its not about Accent Its about Clarity

R S V P P

Rhythm

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Speed

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Volume

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Pitch

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Pause

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Here are four suggestions for more productive

questions:

1. Ask questions that elicit detail. These are often "What?" questions.

2. Ask open questions that require more than a Yes or No. These are the "Wh" and

"H" questions beginning with What, Why, Where, and How.

3. Ask some questions that are a little bit surprising or "edgy."

4. Use some "If?"


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Notes:


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Important E-mail Tips Do not abbreviate

Keep your e-mails short and simple one screen length if possible.

Have a professional E-mail ID

Mind Your Manners

Do not Reply All

Spelling Counts... Grammar Too

Avoid many if any Attachments


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Conversation Techniques : Acceptable Responses

What You Mean: Tell the Caller:

"He/She is out.""He/She is not in the office at the moment. Would you like

to leave a message on his/her voicemail?"

"I don't know where he/she is.""He/She has stepped out of the office. Would you like to

leave a message on his/her voicemail?"

"He/She is in the men's/ladies room.""He/She has stepped out of the office. Would you like to


"He/She hasn't come in yet.""I expect him/her shortly. Would you like to leave a message

on his/her voicemail?"

"She/He took the day off.""She/He is out of the office for the day. Can someone else

help you or would you like her/his voicemail?"

"He/She doesn't want to be disturbed.""He/She is unavailable at the moment. Would you like to


"She is busy""She is unavailable at the moment. Would you like to leave

a message on his/her voicemail?"

Avoid Verbal Barriers to Communication


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Notes:


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Telephone etiquette Role Plays : Receiving a Call

(Speaker)____________________________ (Subject)____________________________

Date: _____________________ Observer's Name:___________________________________________

Observations: Did the student.. No Yes

Answer the phone promptly,

Use a pleasant voice. (Put a smile in his/her voice.)

Answer by stating the name of the business, then state your

name

Listen carefully to the caller.

Find the person the caller wants, direct the call to voice mail or

take a message.

Repeat back the information to make sure you recorded it

correctly.

Say Goodbye and wait for the caller to hang up the phone

before you hang up your receiver.


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TELEPHONE CALL REVIEW FORM: Role Plays: Making a Call

NAME: DATE:

OPENING CALL N/A Done Could be better Not Done

1. Pre call preparation2. Did the Caller greet the customer3. Identify self4. Identify Company5. State purpose of the call

COMMENTS

VERBAL N/A Done Could be better Not Done

1. Questioning techniques2. Avoid Speech Errors3. Appropriate Rhythm4. Appropriate Speed5. Appropriate Volume6. Appropriate Pitch7. Appropriate Pause8. Appropriate Helpfulness

COMMENTS

LISTENING SKILLS N/A Done Could be better Not Done

1. Resolving problem2. Verbal Nods3. Notate all information given by the caller

COMMENTS

CLOSING N/A Done Could be better Not Done

1. Summarized the call2. Thanked the customer

COMMENTS


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Notes:


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You must CHOOSE to participate in the process of listening.

Barriers to Listening

Uninteresting Topics

Speakers Delivery

External Distractions

Mentally Preparing Response

Personal Concerns

Personal Bias

Language/Culture Differences

Faking Attention


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5 Steps to Handle Client Interactions with Ease

1. Approach Each Client Situation in a "Charge Neutral" Manner

2. Honor Your Client's Perspective

3. Be Curious About Your Clients and Their Issues

4. Ask Powerful, Clarifying Questions

5. Create a Clear Agreement About the Resolution and Next Steps

TRIPLE THINK!!!

What do you want? (think)

What does the Customer want? (double think)

What does the Customer think you want? (triple think)

Wheres the middle ground?


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Three steps to improve your Conversational skills

Stage One: Meeting New People and Initiating New Conversations

Stage Two: Keeping the Conversation Going

Stage Three: Exiting the Conversation

So Remember:

Smile first and always shake hands when you meet anyone.

Take your time during introductions!

Maintain eye contact in any conversation

Listen carefully


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Notes:


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Final Presentation Evaluation Form

NAME: DATE:

Messenger N/A Done Could be better Not Done

Was there any pre-speech preparation?

Was he/she dressed appropriately?

Good Introduction?

Was he/she assertive (confident)?

COMMENTS

VERBAL N/A Done Could be better Not Done

Avoid Speech Errors

Appropriate Rhythm (word & syllable stress)

Appropriate Speed

Appropriate Volume

Appropriate Pitch Appropriate Pause

COMMENTS

BODY LANGUAGE N/A Done Could be better Not Done

Eye contact

Facial Expression

Posture and Gestures

Personal Space

Orientation

Avoided too much Movement

COMMENTS


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LISTENING SKILLS N/A Done Could be better Not Done

Verbal Nods (if asked a question)

Checked for understanding

Aware of what is happening around

COMMENTS

MESSAGE N/A Done Could be better Not Done

Was the message conveyed effectively?

Appropriate words used?

KISS Kept It Short & Sweet?

COMMENTS


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Notes:


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Name: __________________________________________________________________

Work: __________________________________________________________________

Professional Vision: I want to work on...


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Commit to Strengthen a Relationship

The Business associate with whom I want a stronger relationship:

A description of the breakthrough I desire:

Specifically, what I am going to do differently:


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Personal Assessment

On a scale of 1 10, with 10 being the highest, please evaluate yourself in

the following areas.

Before Workshop Post Workshop

1. Self-Confidence

2. Communication Skills

3. Client Interaction

4. Conversational Skills


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Notes:

Documents

Participants Handbook for Communication for Success