Skill 10%, Attitude 90%

Does Public Matter to You?

Public Education is an Investment in our future.

A crowd always thinks with its sympathy, never with its reason.

“ Leaders ‘ SERVE ’ people. Period.”

Public Information Centre Face of Mumbai Metro One Concierge of Reputation Information Exchange Center

Face of Mumbai Metro One

Concierge of Reputation

Information Exchange Center

“ A man without a smiling face must not open a shop.” —Chinese Proverb

“ The human brain starts working the moment you are born and never stops until you stand up to speak in public.”

But before we explore that….

We have two ears and only one mouth, because listening is twice as hard as talking

Active Listening How do we become active or reflective listener… Show Genuine Interest Understand what the other person is thinking, feeling, wanting or what the message means Check your understanding before your next message/response Restate or paraphrase your understanding of their message and reflect it back to the sender for feedback Feedback process makes it effective

How do we become active or reflective listener…

Show Genuine Interest

Understand what the other person is thinking, feeling, wanting or what the message means

Check your understanding before your next message/response

Restate or paraphrase your understanding of their message and reflect it back to the sender for feedback

Feedback process makes it effective

Effective Communication…

“ If you don’t believe in the messenger. You won’t believe the messenger believes the message.”

Able Communicator Maintain proper voice volume level Don’t make message too complex Avoid unnecessary details Never forget your point or purpose Avoid negative body language Don’t pay too much attention on how the other person is taking the message Don’t be judgmental Never think about other person’s reaction Never use jargons Be conventional

Maintain proper voice volume level

Don’t make message too complex

Avoid unnecessary details

Never forget your point or purpose

Avoid negative body language

Don’t pay too much attention on how the other person is taking the message

Don’t be judgmental

Never think about other person’s reaction

Never use jargons

Be conventional

The Most Important part of communication Seek their feedback Note Important Points Weekly MIS Reports Critical Questions on a daily basis Note Trend Discuss

The Most Important part of communication

Seek their feedback

Note Important Points

Weekly MIS Reports

Critical Questions on a daily basis

Note Trend

Discuss

Role Play

Thank you.