HOW TO SAY “NO” THE SIGNIFICANCE OF ENGLISH LANGUAGE SKILLS ROLE OF HUMOR AT WORKPLACE PHONE ETIQUETTE COMMUNICATION ETIQUETTE DRESSING UP AND HANDSHAKE ETIQUETTESSession 4
LET‟S TAKE THE TEST.. How did you do? I am looking for the answer “no” If you had 22 or more “no” responses, don‟t worry; you don‟t have an assertiveness problem and don‟t have any difficulty saying “no”. If you had only 15 to 21 “no” responses, you have some areas to work on. If you had fewer than 15 “no” responses, you‟ve got to learn to say “no” in such a way that others realize you mean it.
HOW TO SAY„NO‟“You have to decide what your highest priorities areand have the courage –pleasantly, smilingly, non-apologetically-to say „No‟
WHY DO WE SAY “YES” WHEN WE DON‟T WANTTOThe reasons could be :1. Because we are afraid that we may lose the goodwill of a person to whom we must say „No‟.2.To avoid tension and emotional outburst3.We fear getting labeled as non team-players4.You want to prove yourself as powerful, important.5.You don‟t want to look selfish or self-centered6.You want to make a positive impression
YOU SAY A BIG FAT „YES‟, KICKYOURSELF AND FEEL MISERABLE.
HOW DO WE CHANGE THIS HABIT AND MASTER THISCOMMUNICATION ETIQUETTE?1.Commit yourself to changing your behavior.-tell people .Letting others know ensures a sincere effort at change2.Learn to value yourself-do an inventory of your strengths to rebuild your self-confidence..SWOT is an ongoing process like resume writing3.Develop an action plan-Start doing..if you are comfortable in small group discussions create those circumstances4.When faced with a decision, focus on the business implication of your answer-Senior mangers need to remember that saying „yes‟ won‟t end that isolation.
HOW DO WE CHANGE THIS HABIT AND MASTERTHIS COMMUNICATION ETIQUETTE5. “No” should be the first word out of your mouth if it is the better word-Follow your response with a single explanation.6.Don‟t get pressured into saying “yes”-if you are not sure what you want to say “no”-it‟s better to say “no” first rather than saying “yes” first and then a “no”.
HOW DO WE CHANGE THIS HABIT AND MASTERTHIS COMMUNICATION ETIQUETTE 7.Practice not only what you will say but how you will look as you communicate assertively- Eliminate non-assertive behaviors, like looking away from the person, covering your mouth or wetting your lips. Also, consider voice, pitch and speed. If you are too loud You may sound angry If you are too soft You may sound timid If your rate of speech is too You may seem impatient fast If you are too slow You may seem hesistant These are more or less generalized interpretations
HOW DO YOU SAY “NO” You have no bandwidth. You are in the middle of something critical and important for your project. It is too much of a risk-not an easy request that you feel you can do justice to.(You certainly need someone with more expertise to handle this). I don‟t lend it to anyone-not even to my brother or sister Substantiate it with hard data don‟t make it look personal Point out that something else might suffer In some cases buy time.
HOW TO TAKE A “NO”?WHAT HAPPENS WHENWE GET TO HEAR A “NO” Remember they don‟t have to say “yes” Don‟t keep bugging them. Leave them alone Don‟t let that hurt your pride. Keep asking others. Don‟t give up. Be better prepared the next time.
WHAT ARE THE ORGANIZATIONALIMPLICATIONS?1.We begin to feel unable to cope with any form of disagreement or conflict.2.Face difficulty in making a decision3.And often discover that it‟s just easier to acquiesce(agree) than refuse someone‟s request.
SUGGESTED READINGS„Say what you mean get what you want‟ by Judith C.Tingley
„I AM SO CLEVER THAT SOMETIMES I DON‟TUNDERSTAND A SINGLE WORD OF WHAT I AMSAYING‟ OSCAR WILDE How can you improve English?1.Simple things first2.Change from being vague , general and abrupt to being specific and effective.3.Integrate all the communication skills
HOW CAN I IMPROVE MY ENGLISH?You need to improve on listening, speaking, reading and writing1.Reading magazines, newspaper, blogs, watching TV shows.2.Listening to people either at your level or slightly higher.3.Getting feedback from friends and colleagues4.Attending Toastmasters meetings to improve English and Leadership skills4.1 etiquettes-toastmaster.doc5.Get into the habit of conducting small talk in English.
HOW CAN I IMPROVE MY ENGLISH?6.Finally incorporate effective non-verbal communication as a part of your English Training. Get to know the non- verbal sounds, body language, laughs ,grunts , smirks.7.Get rid of the „heavy‟ regional Indian accent-try to acquire a neutral accent.8.Try to speak a bit slower and with intonation-put stress on appropriate word.9.Minimize the pauses and gaps10.See if there is a pattern of mistakes11.Pay attention to grammar and learn a new grammatical point every week.12.Learn to think in English13.Build vocabulary-not just words, include phrases and metaphors
SUGGESTED READINGS/VIDEOS1.The Etiquette advantage in Business: Personal Skills for professional success by Emily Post2. Also watch Emily post‟s videos on Youtube on „Table Manners and other etiquettes‟.
BUSINESS AND HUMOR ARE MUCH MARRIEDTHEROLE OF HUMOR IN THE WORKPLACE.DOC…KNOWMORE ABOUT BHARAT DABHOLKAR
COMMUNICATION ETIQUETTE INGENERALCase study from „The Entrepreneur‟
EXERCISE 4.2You have to talk about IMT- N for getting Milestone sponsored .Four volunteers1.Student2.Sponsor
ANATOMY OF A BUSINESS PHONE CALL1. Initial Greetings2. Establishing virtual handshake with the other person3. Getting down to business4. Summarizing5. Following through with the minutes of the call.
THE DON‟TS1.Never ask for personal cell number to your international business partner2.Do not communicate by „missed call‟3.When at phone don‟t multi task.4.Use speaker phone only when must
DRESSING UP Four C‟sCleanCut to sizeCorrect for the occasionComfortable
Shirt Trouser Socks Shoes Belt with laceWhite Black, Black, dark Black Black, dark blue, grey, with black with trousers brown black, black, of blue, To match blue and brown grey and the grey with brown trousers trousers brown shades , brown trousers with brown trousersLight/pale Indigo Indigo/blue Black blackblue baseLight Black, Black, grey Black Blackgreen greyLight Brown Brown Brown BrownyellowTan Brown Brown Brown Brown
SESSION 4 CONTENTS WERE: How to say “No” The significance of English language skills Role of Humor at workplace-fun committee Phone etiquettes-phone exercise Communication Etiquette-case study from „The Entrepreneur‟. Dressing up and hand shake