The presentation helps you to understand communication as a skill and develop your style of communicating. Also at the same time helping you to master skill.

1. Winning
Conversation
Rahul Thapliyal

2. Conversation
• Create an emotional
bond with the
respondent• Be
connected to their
personal situation
• Be valuable to the
customer … not just to the
company• Leads
employees and customers
down the right path to the
best result—every time
• Leave a lasting
memory—a positive
experience so powerful
that it burns a memory of
your company’s brand
into your customer’s mind
the context of every
interaction
• Insulates agents from
those segments of the
interaction that add no value
by removing them or
automating them behind the
scenes. This frees up the
agent to truly interact with
the customer in a way that
the customer finds most
valuable.
• Changes as you learn
more, getting better and
smarter with each
interaction

3. Conversation As A Skill
Good conversation promotes an image of
self confidence, intelligence and wittiness
If you want to succeed in social settings,
relationships and business one way to
ensure your success is to be a great listener
and to master conversation skills

4. Stop Talking

5. Tone Of Your Voice
Even if you are giving brief answers or asking
short questions, the tone of your voice plays a
major part in communicating effectively and
displaying good conversation skills
If your tone suggests a condescending
attitude, boredom, or anger, you will lose your
audience and people will no longer want to
spend time speaking with you or listening to
what you have to say
Superior conversation skills are based on
mutual respect
A respectful, preferably friendly tone will allow
you to communicate effectively and earn you
the respect of others

6. Ask Questions

7. Engage In Light, Pleasant Conversation
If you always guide the conversation in
the direction of achieving your goal,
you will leave an impression of distance
and superior attitude. This is not a
hallmark of great conversation skills
People want to feel appreciated and
unique. Make a point to address each
person you encounter and do so in a
positive, friendly manner. Conversation
skills include treating others as you
would like to be treated
Emotional
Valued By All
Memorable
Mechanical
Valued By
Organization
Forgettable
Conversations Transactions

8. Always Say What You Think, Not What You Think Others Want You
To Say
Specially in professional setting, learning to express your
views and ideas in a positive, non threatening manner will
invite reaction and responses
Effective leaders always say what they are thinking and
express their ideas freely. The art of conversation is based
on being yourself

9. Good Communicator Are:
Trustworthy
Focused

10. 7 Behavioral Styles:
Persuasive
Negotiating
Logical
Emotional
Democratic
Assertive

11. Passive Communicators
avoid
confrontation
at all costs
make it easy for
others to disregard
their views
place themselves only
in easy situations
let others make
decisions
put
themselves
down to
accommo
date
others
do not
express their
views,
feelings and
beliefs
expect others to
know what they
want or mean

12. Aggressive Communicators
frequently use
authoritarian
words such as
should or
must
believe their needs
are more important
are verbally or
physically abusive
put others down
or override their
wishes, feelings or
views
express
themselves in
unsuitable,
inappropriate
ways
set out to win
at the
expense of
other people

13. Assertive Communicators
Communicating needs, wants or opinions in a clear, direct, honest manner AND
maintaining respect and sensitivity to the needs of the other party

14. Negotiating
Strive for a resolution in which everyone gains something
Be sure of your facts
Avoid exaggeration
state your needs
Validate the other's point of view
Stay calm
Be positive
Address issues not personalities