How to communicate effectively.

1. Communication in Sales
Personal Selling (4th Chapter)
Facilitator: Faheem Vohra

2. 1. How do we Communicate?
a) Methods of communication
b) Spoken/Non-Verbal/Written/Listening
2. Spoken Communication
a) Verbal Communication
b) Paraverbal Communication
3. Non-Verbal Communication
a) Hand gestures
b) Eye Contact
c) Mistakes in Non-Verbal Communication
4. Written Communication
a) Comma quirk irks Rogers by Grant Robertson-
Article
5. Listening as Communication
a) Listening vs. Hearing
b) Active Listening Vs. Passive Listening
6. Communication in Teams
a) Cross Functional Communication
b) Class Activity
OUTLINE
Communication in Sales (Chapter 4)

3. HOW DO WE COMMUNICATE?

4. COMMUNICATION PIE CHART
93% is Non-Verbal or Unspoken Communication
Non-Verbal Paraverbal
Only 7% is Verbal or Spoken Communication

5. SPOKEN COMMUNICATION
Non-Verbal Paraverbal
1. Verbal
Your Words Matter
Be mindful in the way you express yourself, especially with subjects
of a sensitive nature. It’s helpful to try to be sensitive to other people’s
moods and feelings while communicating. Even if you have to say
something difficult, there are many ways of saying it. It is usually
possible to make your point, while still being sensitive to the other
person’s feelings.
- A Story of a King & Wizard
- Its about how you sell – Imported vs. Local Chocolate Example

6. SPOKEN COMMUNICATION
Non-Verbal Paraverbal
2. Paraverbal
Paraverbal communication is defined as the messages
conveyed by taking a crucial account of the tone, pitch, and
speed or pace of the person who is delivering the message.
In paraverbal communication, the emphasis is placed on
specific words, phrases, or pauses while speaking, as well as
the inflection, speed, pitch, and tone of voice.
During message delivery, paraverbal communication deals
with ‘how’ the messages are delivered, rather than ‘what’ the
messages delivered. It put a stronger emphasis on the way a
person delivers their words or messages, rather than the
content of the words or messages.
“It's about how you say it”
- Discount Emphasis Example

7. SPOKEN COMMUNICATION
Non-Verbal Paraverbal
Paraverbal Communication Example
Khudi ko kar Buland itna, k har taqdeer se pehle,
Khuda bande se yeh khud puche, bata, teri raza kia hai!
Khudi ko kar Buland itna, k har taqdeer se pehle,
Khuda bande se yeh khud puche, bata, teri raza kia hai!
Khudi ko kar Buland itna, k har taqdeer se pehle,
Khuda bande se yeh khud puche, bata, teri raza kia hai!
Khudi ko kar Buland itna, k har taqdeer se pehle,
Khuda bande se yeh khud puche, bata, teri raza kia hai!

8. UNSPOKEN COMMUNICATION
Non-Verbal Paraverbal
3. Nonverbal communication
It is the transfer of information through body language, facial
expressions, gestures, created space and more. Nonverbal
communication is important because it gives us valuable
information about a situation, including how a person might
be feeling, how someone receives information and how to
approach a person or group of people.
Paying attention to and developing the ability to read
nonverbal communications is an invaluable skill you can
leverage at every stage of your career.
1. Gesture (e.g. Handshake)
2. Eye Contact
3. Appearance
W E L C O M E
4. Posture
5. Personal Space
6. Touch
Types of Non-Verbal Communication:

9. Non-Verbal
4. Written Communication
It refers to the process of conveying a message through the
written symbols. In other words, any message exchanged
between two or more persons that make use of written words
is called as written communication. It can be in following
types:
Types of Written Communication:
1. Email or Text Message
2. Contract
3. Quotation
Article Reading – Comma quirk irks Rogers
Grant Robertson, Published on August 6, 2006.
UNSPOKEN COMMUNICATION

10. Non-Verbal Paraverbal
Listening is often something we take for granted. It is common that
people often hear what is being said but hearing is a lot different
to listening.
To listen, we need to make a conscious effort not to just hear
what people are saying but to take it in, digest it and understand.
Not only does listening enhance your ability to understand better
and make you a better communicator, it also makes the experience
of speaking to you more enjoyable to other people.
Is Listening also Communicating?
UNSPOKEN COMMUNICATION

11. Act like a Chameleon in Communication with Customer