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  • 1. How do you communicate? Ramesh Hariharan [email_address]
  • 2. It is not what you say, it is how you say it… Overall aspects Specific KPO related “The more virtual the organization, the more important the personal contacts”
  • 3. How do you communicate?
    • How you say something is often more powerful than what you say.
    • Watch your non verbal communication.
    • Your tone of voice and facial expression tell people more than your words.
    • Tone, nuances and facial expressions account for 93 per cent of your message.
    • The actual words only account for seven per cent!
  • 4. We can communicate well
    • You do not need a great vocabulary to make yourself understood.
    • Your nonverbal communications is what makes the difference.
  • 5. Your eyes say it all…
    • Eye contact makes all the difference…
    • Glance at the person and then look away. Otherwise, it is seen as staring.
    • Avoiding eye contact indicates low self-esteem.
    • A relaxed gaze shows you are listening.
  • 6. Watch your body posture
    • The way your carry yourself reveals what you think of yourself and what you think of the listener.
    • Slouching shows you are indifferent to the world. If you are rigid and uptight, you communicate anxiety and insecurity.
  • 7. Watch your body posture Has the bus conductor given you due respect?
  • 8. Body Posture
    • Best stance for both men and women: straight spine, head erect, feet slightly spread apart and arms at the side.
  • 9. Body Posture Are people walking from opposite direction giving you way?
  • 10. Don’t turn your body away
    • When talking to somebody else, a slight 30 degree turn helps. The conversation gets personal at once.
  • 11. Don’t turn your body away To an extent you can understand if the other person is interested – body language
  • 12. Distance impacts communication
    • Standing or sitting together and touching suggests intimacy in a relationship.
  • 13. Assert yourself in your space
    • Sometimes, closeness offends you. If it does, be assertive. Stand up and walk around or look the person in the eye. Have an erect posture while doing so.
  • 14. Have the right facial expression
    • There is no point trying to express anger while you are smiling or laughing.
    • It does not work.
    • Let your face say what your words are saying.
    • Do not force smiles. Your listener knows it is fake.
  • 15. Gestures are important
    • Gestures are as important as facial expressions.
    • A relaxed use of gestures adds depth and power to your messages.Uninhibited movement suggests openness, self-confidence and spontaneity.
  • 16. What does your tone sound like?
    • Is your tone soft or angry?
    • A lower pitched voice is more effective .
  • 17. How is your volume?
    • Do you try to gain attention by whispering or do you try to overpower others with loudness?
    • Control your voice.
    • Practice with a tape recorder.
  • 18. Are you fluent?
    • A smooth flow of speech helps get your point across.
    • Clear and slow comments are more easily understood and powerful.
    • Do not have long hesitations as listeners get bored.
  • 19. Are you dressed well?
    • What you wear and how you wear it sends powerful signals.
    • It shows what you think of yourself.
    • Wear styles and colors that make you look your best.
  • 20. Just be comfortable
    • As far as dressing goes, there are no rules. Just be comfortable with what you wear.
  • 21. What do you see in the mirror?
    • Do you like what you see in the mirror?
    • See a confident you.
    • What does your body language say about you?
    • Does your body reflect the kind of message that you want to give to the world?
  • 22. Develop a confident aura
    • As a confident communicator, develop a confident style.
    • Exercise good eye contact.
    • Use facial expressions.
    • Be assertive.
    • Use hand and arm gestures as you convey a feeling of openness and ease.
  • 23. Change the way you communicate Communication is a learnt behavior. So, start learning today.
  • 24. Virtual communication Specific KPO related
    • Exercise
  • 25. Pre-empting issues
    • Ask for clarification
    • Suggest methods
    • Repeat both the above steps in the order that you like
    • Follow up
    • Bring issues to their notice
      • If you tell them it is a suggestion
      • If they tell you it is a mistake
  • 26. When to reply
    • Emails should be acknowledged immediately
    • Emails should be addressed within 30 minutes with proper action plan
    • Keep the promises regarding deadlines, and if there are going to be changes, do convey the message to the client in advance – NOT AT THE LAST MOMENT
    • If net is down, do call up and tell
  • 27. When to chase?
    • Always
    • It is worth giving reminders, previous day itself
    • Remember, our aim is to ensure that we are getting the inputs on time so that outputs could be given on time
    • No blame game
    • Gentle reminders and updates to clients on a timely basis is appreciated
  • 28. Do’s and Don’ts
    • Do not repeat that “words” that you are not comfortable with – e.g if you are not clear of acronyms, do not assume; ask internally and if need to client itself (ASAP)
    • Do not use CAPITAL sentences, you can use bold to highlight
    • Let your email contain few words “please”, “kindly” etc..
    • Make your assumptions clear, if need be with examples
  • 29. Phone should not ring for more than 3 rings
    • While on phone, do remember to laugh…
    • Maximum possible do not use authoritative words like “What are you saying” – instead you could make it polite “Could you please clarify as I am not clear – sorry”
    • Speak clearly and slowly – it should be audible
    • Speak with confidence
    • Never be rude
    • Don’t put them on hold. If there is no other way, keep chatting to them
  • 30. When to send outputs?
    • Know the pulse and act
    • Sometimes it is not a good idea to send the outputs, way too early
    • At the same time the delay should not be a burden imposed by ourselves
    • The outputs should go in time so that clients feel happy with our service and speed.
  • 31. Suggestions
    • Use the tools effectively, be it e-mail or phone
    • Do not over/under estimate IT
    • Remember that we have to sell hard – else we do not need to build something