Communication

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Communication

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

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