This Presentation covers Listening Skills, Formal Communication, Informal communication, How to present yourself for Effective Communication, Assertiveness (Communicating Dissent)
3. Workshop at Pratigya Foundation, in collaboration with Tech Mahindra
MOST PEOPLE TEND TO BE ‘HARD
OF LISTENING’ THAN ‘HARD OF
HEARING’
4. LISTENING VS HEARING
• Hearing occurs passively and
involuntarily as sound is received
through the ear structures.
• This passive act does not involve the
direction of attention to sound.
• Involves the ear
• Listening is an active, voluntary process.
It involves selecting sound and
directing attention to focus.
• Listening involves the desire to
communicate and the ability to focus
on certain sounds for discrimination
and interpretation
• Involves the ear, eyes, heart, attention
Workshop at Pratigya Foundation, in collaboration with Tech Mahindra
6. LEVELS OF LISTENING
• Not Listening: Not paying attention to or ignoring the other person’s communications
• Pretend listening: acting like or giving the impression that you are paying attention to
another person’s communications, but in actuality not really paying attention to that
individual
• Partially listening: only focused on part of the other person’s communication or only giving it
your divided attention
• Focused listening: giving the other person your undivided attention to his or her
communication
• Interpretive listening: going beyond just paying attention but really trying to understand
what the other person is communicating
• Interactive listening: being involved in the communications by asking clarifying questions or
acknowledging understanding of the communication
• Engaged listening: being fully engaged in communications involves listening to the other
person’s views, feelings, interpretations, values etc., concerning the communication and
sharing yours as well with the other person.
Workshop at Pratigya Foundation, in collaboration with Tech Mahindra
7. LISTENING TIPS
• Paraphrase the message to the speaker in order to confirm your understanding.
• Repeat the message to help you remember what was said.
• Probe for missing information.
• Clarify any points that you might not completely understand.
• Remember the important points of the message for future application
Workshop at Pratigya Foundation, in collaboration with Tech Mahindra
9. 7 CS OF COMMUNICATION
• Clear- unambiguous
• Concise- brief, specific
• Complete- cover everything that is required, holistic
• Correct- grammar, punctuation
• Concrete- exact, objective, vivid description
• Courteous- respectful, turn taking
• Considerate- keep the listener’s interest into mind
Workshop at Pratigya Foundation, in collaboration with Tech Mahindra
11. 4 FS OF COMMUNICATION
• Focus- to the point, relevant information
• Flexible- multiple ways of explaining, adjust according to the need of the listener
• Fast- spontaneous, quick
• Friendly- relaxed, easy going, non threatening, at the same level, reciprocity
Workshop at Pratigya Foundation, in collaboration with Tech Mahindra
12. HOW TO PRESENT YOURSELF WHILE
COMMUNICATING?
Part 4
Workshop at Pratigya Foundation, in collaboration with Tech Mahindra
13. S.M.I.L.E.
• S- Smile
• M- Maintain Eye Contact
• I- Invite a Response
• L- Look Professional
• E- Encourage the Other Person
Workshop at Pratigya Foundation, in collaboration with Tech Mahindra
15. ASSERTIVENESS
Workshop at Pratigya Foundation, in collaboration with Tech Mahindra
• Complain
• Point out mistakes
You
• Threatening
• Defends
• Attacks
• Past
Blame • Problem escalates
• No solution
Argument
•Focus on self
•State what is of
concern to you
I feel
•Non threatening
•Give reasons for your
feelings/thought
Because
•Promotes discussion
and clarification
•Negotiation
Alternative
Typical Conversation
Assertive Conversation
