Communication for success[1] (1) 1
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  • The crowd would be divided into 2 groups, who would be standing on the either sides of the hall. Candidates standing on one side would be given the Grocery list which all will have to read out loudly and inform their partners. The partner standing on the other side will have to listen only to his partner and write the list. In this process there will be lot of noise and confusion created .That’s what the candidates have to understand later when they see why the list called out is not the same .There mind is diverted because of too many things being told at one time.
  •   The man is the messenger The phone is the medium The paper is the message     Participants may ask questions on what a medium is etc… Advise them that everything will be covered in the course of this training workshop. The Trainer may choose to give a 10-15 minute break here.
  • Picture this: Group discussion: Objective: To get different reactions from this from everyone. Submissive, assertive, aggressive. Time : 15-20 minutes Description Let's say it's 5 pm on a Friday and you are hurriedly collecting your bag to go home, as you have big plans for the weekend. Suddenly, your boss asks you to report to work on Saturday morning, his wife is out of town so he is scheduling work this weekend so that He is free next weekend. What will you do? Discuss Ask the participants what styles of communication they have identified?? Nature of each style : harsh; rude; meek; sensible etc
  • The Sandwich technique Equipment: Paper and pen; loaf of bread; bottle of Jam; butter; knife; cutting board; spoon; plate; All the ingredients will be kept hidden in a box. Objective: Group members learn the importance of detail preparation. If the correct preparation method is not made, the “subordinate” will be unable to make the perfect sandwich. Time: 1 hour Description Have each participant write a step by step description of how to make a jam sandwich. Give the following instructions, “write down everything that someone has to do to make a jam sandwich from start to finish. Include everything from the time you take the needed ingredients out of the cupboard/fridge, to the time you eat the sandwich. The purpose is to teach someone who has never made a sandwich.” After the participant’s have finished writing within 5-10 minutes; without talking; ask for two volunteers to do a demonstration in front of the group. Put the box of ingredients on the table All the items may or may not be used depending on how the instructions were written. Ask one member to demonstrate while the second participant (with his/her back turned to the partner) reads his/her directions for making a sandwich one step at a time. The participant who is demonstrating should only tell the reader when one step is over and to proceed to the next step. The participant who is demonstrating should not do or say anything that is not written in the directions. He/she should simply blindly follow the directions. For example: if NO instructions were given to take the bread slices out of the plastic wrapper the participant who is demonstrating may just put the butter/jam on the outside of the bread packet !! If the instructions is to put jam on the bread, but no mention of using a knife is made; the demonstrator may put the jam using his/her finger only. NOTE: before starting the activity the demonstrator should be informed to do EXACTLY what is told to him/her. To simply follow instructions and not make any assumptions of his/her own. When the demonstration is complete; have the group discuss what if anything was left out. Make a point that in talk or demonstration; it is important to cover information in a logical sequence, present steps in a proper order and be complete. It is always important to be prepared; have your questions ready; ensure that your data is complete.
  • Lesson: Never never assume. Always ask. A young executive was leaving the office at 6pm when he found the CEO standing in front of a shredder machine with a piece of paper in his hand. “ Listen” said the CEO, “this is a very sensitive and important document and my secretary has left. Can you make this thing work?” “ Certainly. Certainly Sir”, said the eager young executive. He turned the machine on and inserted the paper and pressed the start button. “ Excellent excellent!!”, said the CEO as the paper disappeared inside the machine. “I just need one copy”. !!   5-10 mins  
  • The need to say “No” at times: A store manager overheard a clerk saying to a customer,” No Ma’am, we haven’t had any for some weeks now and it doesn’t look as it we’ll be getting any soon”. Alarmed by what was being said , the manager rushed over to the customer who was walking out of the door and said, "That isn’t true ma’am. Of course we’ll have some soon. In fact, we placed an order for it a couple of weeks ago.” The Manager drew the clerk aside and growled," Never, NEVER, NEVER, NEVER say No we don’t have something. If we don’t have it, say we ordered it and its on its way. Now, what was it she wanted?” “ Rain !!”, came the simple reply. 5-10 mins
  • Keep it brief. As US President Franklin Delano Roosevelt said to his key staff, A good speaker will be brief be bright ... be gone!   Keep your language simple. Customers may only require the facts rather than a complete history of events. Use familiar everyday words. Straightforward speech is an asset when talking about complex subjects. Simple familiar language is most important when discussing technical information with non-technical people. Avoid slang, jargon, or ‘techno speak’. What is commonplace language to you may be unknown to your customers. Avoid language that is vague or too general. Vague, tentative language can produce misunderstanding, frustration, and errors. Slang or profanity is neither correct nor effective when speaking to a customer.   If the opportunity is there, plan your conversation . Each customer will have a certain knowledge level or experience level. They may understand the industry we work in. They may even have a certain social standing. Formulate your questions based on any information you have. Delivering a planned conversation to a level that will be understood will reflect a professional image by you to the customer. 5-10 mins  
  • 6. If you have the time, ask someone in your office if they happen to know who can help the caller. If you do not have the time or can't find the answer, say "Unfortunately, I am not sure who can help you with this problem . Let me transfer you to the operator and they may be able to assist you." Try to find out the answer to these frequently asked questions (or figure out which department's number is similar to your own). Wouldn't you like the Sales Department to transfer you to the Service Department if you incorrectly dialed their number?     7. Before transferring them, be sure you understand what the caller wants . Repeat what they said back to them. "Let me be sure that I understand your situation. You requested a transcript and would like to know if it has been sent. Is that correct?" This gives the caller a chance to clarify his/her situation. You may receive many calls about the same issue, but treat each caller as an individual and don't jump to conclusions.   Sometimes accidents happen, but be mindful especially during high volume times . In order to transfer, first tell the caller where you are transferring them. Second, press the Xfer button. Dial the extension where you are transferring the call. Press the Xfer button again. 5 -7 mins  
  • Objective: Group members learn the importance of expression through body language Time: 20 minutes Description Activity using 6 volunteers. The rest of the group has to guess. Shyness using legs Disgust using arms Anger using fingers Enthusiasm using eyes Happiness using whole body Nervousness using face  
  • Ask volunteers to come and demonstrate each type of handshake Time: 10 minutes The Limp Fish : whole hand comes forward – but no strength The Wrestler : whole hand comes forward – too much strength The Cup : hand is in the shape of a “C” allowing the other person to extend their fingers The Finger toucher : one person limply touches the other person’s outstretched hand The Cling-on : once they get hold of your arm they do not let go The Oh-too-personal: While shaking your hand with the right arm they hold on to you with their left arm. The proper handshake :  
  • End of Day Three

Communication for success[1] (1) 1 Communication for success[1] (1) 1 Presentation Transcript

  • COMMUNICATION FOR SUCCESS !!!Prof. Shruti Dhabale
  • Activity 1 Let’s go shopping …….
  • So What is Communication??? la o k n @ k r k Z y k i o D ;k g S
  • Communicating: Vital aspect of managemento k r k Z y k i@ a o k n % d a iu h ld k e g R o iw . k Z H k k x  In short, its signaling. la d s r n s u k  The transmission, by speaking, writing or gestures, of information which evokes understanding. la n s ” k d k iz lk j. k g e s a c k s yh H k k ’ k k ] g L r ys [ k u ] fo fH k U u e q n z k v k s }k jk f d ;k
  • Types of Communication  Verbal Oral - person to person, Over the Telephone, Meetings Written - E-mail ; Reports, memo ,contract Copy  Nonverbal  Expressions  Body language
  • When is Effective Communication Important? iz H k k o d k jh la o k n d c e g R o iw . k Z g S Training sessions Yearly Appraisal Vªs ªfu a x O k k f ’ k Z d e w Y;k a d u Job Interview Asking for a raise u k S d jh lk { k k R d k j At a Business dinner Group discussion Presenting your idea lk e w f g d if jp p k Z v iu s H k k o O ; D r d ju k Team Meetings Brain stormingIssue Instructions L k e w fg d c S B d Sessions to your staff c k S f /n d l k e w f g d l =d e Z p k f j;k s d k s lw p u k n s u k Thank you Speeches Client interaction x z k g d d s lk F k ik jL if jd /k U ; o k n fØ ;k
  • The 3 M’s of Effective Communication iz H k k o d k jh o k r k Z y k i @ c k s yp k y Messenger / l a n s ” k o k g d Medium / e k /; e Message / l a n s ” k
  • Ask yourself !! L o ; a ls iw f N ; s ! How do you communicate vki dSls okrkZyki djrs gS  How have you dressed? vki dk igukok dSlk gS  Do you do your homework? D;k vkius viuk x`gdk;Z djrs gS
  • Activity 2 Picture this:
  • Which one are you ?b u e s a ls v k i d k S u g S  Submissive / v k K k d k j h Assertive / g B /k e h Z Aggressive/ v f r e g R o d k a { k h
  • Styles of Communication/ Hkk’kk “kSyh Submissive Assertive ििशयपू व व क Aggressive v k K k d k jhLow levels of confidence. Good level of confidence vkØ ke d Over confidentfuEu Lrj dk fo”okl mfpr Lrj dk fo”okl vfr vkRefo”oklDo not get what you want Not Always Winning, But You think you get what youTkks vki pkfgrs oks ugh Always Understanding -- How want.feyuk You Play The Game vki lksprs gS vki tks ikuk ges”kk ^ftruk* t#jh ugha] pkgrs gS oks ik ds jgsxsa fdarq [ksy dks le>uk t#jh gSFeel like you are being taken You are not taken for granted. People around you feel likefor granted they are being taken for grantedHigh Stress No stress – a sense of High stressT;knk ncko calmness and maturity prevails T;knk nckc nckoeqDrTake too much account of the Recognize the other persons Other persons rights dontother persons rights rights to be heard matternqljksa ds vf/kdkjksa dh nqljksa ds vf/kdkjksa dks nqljksa ds vf/kdkjksa lsT;knk fxurh djuk T;knk ekU;rk nsuk dksbZ ljksdkj u j[kukFeeling of guilt Can say No without feeling Can say No without feelingvijk/k dk cks/k gksuk guilty guilty fcuk vijk/k cks/k ds euk djuk fcuk cqjk ekus u dguk
  • Examples Aggressive "If people produce rubbish, I have every right to tell them so" "She obviously doesnt care.Thats typical of young people today." "This reflects badly on me, and I wont stand for it.“ Assertive "This may be uncomfortable for us both, but we can handle it." "She has the right to make mistakes, but the responsibility to correct them." "I want her to know the effect errors have on other people.“ Submissive "I dont want to make a scene or upset our working relationship." "Im sure these are unintentional errors - Ill let it go this time." "I know shes very busy, so I expect thats why these mistakes happened."
  • Activity 3 The Sandwich technique D;k vki l¡Mfop cukuk tkurs gS
  • Preparation  Do your homework – research.  Ensure that all possible questions will be covered.  Always do a dry run with yourself !!  Never Assume Anything !!
  • Mediume k /; e
  • Medium Verbal : Face to Face Telephonic E-mail Non-verbal Expressions Body language
  • Verbal Not ‘what’ is said but ‘how’ it is said. Changing emphasis or our tone of voice.
  • Who wants to be a Cushion Disagree AgreeablyI hear you saying...I understand...I appreciate your view...That’s an interesting point of view...
  • Avoid But... ysfdu However... TkSls Hkh Nevertheless... Qhj Hkh No…(sometimes you need to use this!!)
  • Pay attention to: Tone/inflection / ygtk Timing le; Speech Errors xyr Hkk’kk Accent mPpkj.k Emphasis tksj nsuk
  • Communicating With Questions lo k y d jr s g q ; s la o k n d ju k Open ended Close ended Leading/ izHkko”kkyh laokn
  • Four suggestions for more productivequestions:1. Ask questions that elicit detail. These are often "What?" questions. ogh iz”u iqfN;s ftlls Qy izkIr gks A2. Ask open questions that require more than a Yes or No. These are What, Why, Where, and How. ogh iz”u iqfN;s ftlls gkWa ;k uk ls T;knk mÙkj feys] ;g D;k] D;ksa] dgk vkSj dSls ls lacaf/kr gks A3. Use some "If?" ^ tks ,slk u gks rks dSlk * bl izdkj ds Hkh iz”u iqNs tkus pkfg, A
  • Words Keep it brief Keep your language simple Slang / jargons or profanity is neither correct nor effective Plan your conversation
  • Activity 4 Read the following Emails closely
  • General Format: The Basics Write a salutation for each new  Check for punctuation, subject email. spelling, and grammatical gj bZesy ds fy;s errors vfHkoknu “kCn dk  Use caps when appropriate. mi;ksx djs Try to keep the email brief  Format your email for plain text (one screen length). rather than HTML. ges”kk bZesy laf{kIr esa  Use a font that has a fy[ks professional or neutral look. Return emails within the same time you would a phone call. bZesy dk tckc rqjar ns
  •  Dont write when youre angry. v k i t c c g q r x q L ls e s a g ks rc vki dks bZ bS es y u fy[ k s A Use clear subject lines. g e s ” k k f o ’ k ; L i’ V fy[ k s a A Change the subject line if you change the topic of a thread. Don’t hit the “Reply All” button if not required Fill in the “To” recipients only AFTER drafting the mail !!
  • SO REMEMBER !!! Plz Dont Abbrvt And Your Point Would Be...? Whats In a Name? Mind Your Manners Do not “Reply All” Spelling Counts... Grammar Too Dont Get Too Attached
  • When Email Won’t Workt c b Z e s y ls c k r uc us rc Make a phone call. vk i Q k s u fd ft, When you are delivering very delicate news then the best way is still face-to face. tc vk i c g q r u k t q d la n s ” k v iu s x z k g d k s @ e Z p k jh d k s d c rkuk pkg s rks
  • Telephone etiquetteVs fyQ k s u f” k ’ Vk p k j Sound/Look familiar?
  • Ask Yourself !! How do you feel when a someone doesn’t answer the phone until after many rings? v k i d S lk e g lw l d jr s g S t c c g q r c k j Q k s u d ju s d s c k n H k h v k id s k m R r j u fe ys a A How do you feel when someone says, “Please hold?” and not give you time to answer. v k i d S lk e g lw l d jr s g S t c d k s b Z Q k s u g k s YM d ju s d k s d g s v k S j m ld s c k n mR rj u ns A How do you feel when you can hear a lot of noise in the background and you know the person you are speaking with is distracted?
  • 11 Most Frequent CallerComplaintsn "The telephone rings for a long time before it is answered." Try to answer calls within 3 rings. r h u c k j ? k a V h c t u s ls ig y s Vs yh Q k s u tc k c n s A2. "They place me on hold for sometimes, it seems, hours.“ If you find yourself placing many calls on hold, write down the name of the caller and a brief description of what they are calling about.  ; f n v k id s V s y h Q k s u y k b Z u is d k Q h
  • 3. "The line is busy for hours it seems.“ Try to keep calls short. Q k s u is d e ls d e y s f d u e g R o iw . k Z c k r f d f t , A4. "They are very rude and get offensive when asked their full name or sometimes just wont give it.“ Try to stay pleasant. Q k s u ij v k id k iq jk u k e iq N u s ij m R lk g iw o Z d m ld k t o k c n s A5. "They let me talk on and on only to realize that theyre not the person I should be talking to.“ Politely interrupt the caller if you are unable to help them f o u e z r k iw o Z d Q k s u d k s lg h O ; f D r d k s lk S is a A
  • 6. "If I call the wrong department for help, they dont give me suggestions to where I should be calling, they just say, I dont know, not our department.“ It could happen that your number is similar to another department. Rather than hanging up on a caller or saying you dont know, try to be helpful (within reason). ;fn x yr fo H k k x e s a Q k s u yx t k ;s r k s Q k s u d ju s o k y s d k s lg h t k u d k j h m i y C /k d j o k ; s A7. "They dont clearly listen to my needs before they transfer me to the wrong person.“ Listen to the caller carefully! Q k s u d j u s o k y s d k s /; k u l s lq u u s d h d k s f ” k ” k d js a A8. "Sometimes they disconnect me while transferring my call.“ Be careful when transferring a call.
  • 9. "They told me to call back, but never gave me a name or number or division to ask for.“ If you tell a caller to call back later, tell them which number to call. v x yh c k j d g k d k W y d ju k g S b l c k r d h iw . k Z t k u d k jh n s A10. "The person says, Wait, and then talks to other co- workers without putting me on hold so that I cant hear their small talk.“ Use the hold button! v U ; c k r d ju s ls ig y s Q k s u d h g k s Y M c V u t #j n c k ; s A11. "They answer with an aggravated voice, as if I disturbed them by calling.“ Remember that it may be your 99th call for the day; but its still the caller’s first call !
  • Greet The Client/ Customer Identify yourself and your company State the Purpose of the callNote down all relevant information. Pause Wrap-up/ summarize/close the call by thanking the client/customer
  • Conversation Techniques Acceptable ResponsesWhat You Mean: Tell the Caller: "He/She is not in the office at the moment. Would you like"He/She is out." to leave a message on his/her voicemail?" "He/She has stepped out of the office. Would you like to"I dont know where he/she is." leave a message on his/her voicemail?" "He/She has stepped out of the office. Would you like to"He/She is in the mens/ladies room." leave a message on his/her voicemail?" "I expect him/her shortly. Would you like to leave a"He/She hasnt come in yet." message on his/her voicemail?" "She/He is out of the office for the day. Can someone else"She/He took the day off." help you or would you like her/his voicemail?" "He/She is unavailable at the moment. Would you like to"He/She doesnt want to be disturbed." leave a message on his/her voicemail?" "She is unavailable at the moment. Would you like to leave"She is busy" a message on his/her voicemail?"
  • Activity 5 How Important is body language?
  • Body Language Eye contact v k ¡ [ k k s d s } k j k l a i d Z l k /k u k Facial expression p s g j s l s g k o H k k o O ;D r d ju k Postures and gestures e q n z k , o a H k k o iz n ” k Z u Personal biases and prejudices O ; f D r x r >q d k o , o a r j Q n k j h Personal space O ; f D r x r n w j h
  • Activity 6: The Handshake !!g k F k f e yk u s d k r jh d k The Limp Fish The Wrestler The Cup The Finger toucher The Cling-on The Oh-too-personal The proper handshake
  • Activity 7: The proper handshake Start with eye contact and a smile. Go for the thumb. Firm, not strong. Up and down, not back and forth. Adjust duration. Consider your left hand. Close with eye contact and a smile.
  • A few Tips on Great Body Language !! Use eye contact. Avoid too much movement. Smile– Use expressions and hand movements. Hold your hands open and wide apart to show sincerity and honesty. Ensure your body language communicates "I am glad to be here"
  • Remember !!! Only 7% of the impact you make comes from the words you speak.
  • Message What information do you wish to convey? What do you want the other person to do as a result? KISS – Keep It Short and Sweet.
  • Barriers of communicationc krphr e s avkus o k Perceptions y h #d k o V s a v k id h le > Language differences or accents H kk’ kkvks a d k va rj vkS j yg tk Noise “ k k s j Worry, fear, or anger; and f p a r k ] H k ; v k S j x q L lk Lack of attention span.
  • So What is the basis of all communication???lk js la o k n k s @ c k r k s d kv k /k k j D ; k g S Listening skills !!!! lq u u s d h ; k s X ; r k @ u iq . k r k f
  • Hearing V/s Listening Hearing- physical process; natural; lquuk % “kkfjjhd fØ;k] izkd`frd] /kS;ZiwoZd Listening- physical & mental process; active; learned process; a skill /;ku ls lquuk % “kkfjjhd ,ao ekufld fØ;k] lfØ;] /kS;ZiwoZd] lh[kh gqbZ fØ;k] gquj You must CHOOSE to participate in the process of listening.
  • Listening / Identifying Needs Encouragement to the customer x z k g d k s e s a L Q f r Z H k ju k Possession of all the information lH k h c k r k s a d h t k u d k jh j[ k u k A Improved relationships L k a c a /k k s d k s l q /k k j u k Resolution to differing points of view lH k h n ` f ’ V d k s . k ls c k r k s a d k l e k /k k u @ y d j u k g
  • Barriers to Listening Uninteresting Topics  Personal Concerns Speaker’s Delivery  Personal Bias External Distractions  Language/Culture Mentally Preparing Differences Response  Faking Attention
  • Bad Listening Habitslq u u s d h c q jh v k n r s Criticizing the subject or the speaker fo’k; vFkok fo’k; ij cksyus okys dh cqjkbZ djuk A Getting over-stimulated vfr mRlkfgr gksuk A Listening only for what you want to hear ogh lquuk tks vki lquuk pkgrs gS A Not taking notes or outlining everything fVIi.kh;k u ysuk creating distraction /;ku gVkuk Letting emotional words block message. Hkkoqd “kCnksa ds dkj.k lans”k dks u le>uk A
  • Be an ACTIVE listener –Verbal nods That’s right Excellent That’s perfect All right Sounds good. Okay
  • Good listening gains/; k u i w o Z d l q u u s d syk H k Information t k u d k j h Understanding l e >u k Listening in return n q l j k s a d k s lq u u s d h { k e r k j[ k u k Co-operation l g ; k s x
  • Types of listeninglq u u s d s iz d k j Simple lk/kkj.k Selective p;u”khy Active LQwfrZ”khy
  • Active Listening – 4 Stepsn Listen lquukn Reflect-Paraphrase ijkofrZr&lfoLrkj O;k[;ku djuk @vuqokn djukn Verbal and Non-Verbal Encouragers “kkfCnd vkSj v”kkfCnd izksRlkgu nsuk4. Feedback izfriqf’B @ tokc feyuk
  • How does effective communicationassist with Client interaction?x z k g d k s ls ik jL if jd la o k nd ju s e s a iz H k k o h la o k nd S ls e n n d jr s g S
  • Double Think What do you want? (think) What does the Customer want? (double think) What does the Customer think you want? (triple think) Where’s the middle ground?
  • Client managementx z k g d O ; o L F k k iu Know Your Client Communicate with the client Think Like the Client Escalations izpkj&izlkj
  • 5 Steps to Handle Client Interactions With Ease1. Approach Each Client Situation in a "Charge Neutral" Manner lHkh xzkgdks dks lekurk ls vk¡fsd,2. Honor Your Clients Perspective xzkgdks ds n`f’Vdks.k dk lEEkku fdft, A3. Be Curious About Your Clients and Their Issues xzkgdks ds ckjs es vkSj muds ekeyksa dks ftKklkiwoZd tkfu, A4. Ask Powerful, Clarifying Questions ges”kk izHkko”kkyh ,oa Li’V iz”u iqfN,W A5. Create a Clear Agreement About the Resolution and Next Steps
  • Reporting structure @ Lipi DirectorsAshok Kothari Devkishan Kothari Giriraj Kothari Personal Assistant Anil Pande
  • Mr. DC Kothari Purchase Finance & A/c Human Resources Mr. Mahesh Purchase Executive DN Paranjape Mr. Bole Manager HR & Executive Administration Accounts Head Transportation Ms. PreetiPurchase Executive Mr. Jitendra Mr. Sanjay accounts Exec. Accounts Asst.Exec. Jr. Executive Jr. Executive Transportation Transportation Mr. Rajesh, Popat, Kishor, Popat,Parate accounts executive Mr. Niraj Exec. Mr. Manoj Mr. Kamlesh HR/ Admin Accounts at SG Accounts at LIPL
  • Mr. Giriraj Kothari CS Kati General Manager (Works) Plant manager Plant Manager Plant Manager Shrinath Graphics LIPI International Shrihari Packaging Assistant Plant Manager/ Dispatch Mahesh Tiwari Jitendra Mallik Arun Padhye Pravin Thune(trainee) Shift incharge 1 Shift incharge 2 Shift incharge 3 Operators & HelpersExecutive Stores Executive Quality Executive PPC Executive Accounts Executive Maintenance Vilas Control (vacant) Harshal Bokde & Admin Prasanna
  • Marketing & Business Development Mr. Giriraj Kothari General Manager Manager Marketing Marketing Support Office R MistryD.y.Sales Manager Sales Executive Sales Manager Sales Executive Sales Executive North Zone South Zone West Zone Central Zone Exports Reetendra Manjunath Sanjay Amit Vacant Executive MSO Executive MSO Executive MSO Executive MSO Manoj Girish (production Joshi Vishal (customer (Admin) co-ordinator) (costing) care)
  • Designing & development & Prepress Mr. Giriraj KothariDevelopment Incharge General Manager Mangesh Shripad (Works) CS Khatri Prepress Incharge Nitin Balpande Prepress Executive Manoj Sorte
  • Question Time !!!!