This document contains information about communication skills training. It discusses various types of non-verbal communication including kinesics and para-language. It also lists the "9 Cs of Communication" and provides tips for being an active listener. Barriers to organizational communication are listed as well as the importance of listening more than speaking. The final sections discuss self-presentation cues and the Johari Window model of self-awareness.

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4. Radha’s Mother has 4
Children :
April, May and June
What is the name of the
Fourth ?

5. Self Presentation cues

9. Verbal
and
Non-Verbal !

12. How do we
Communicate
without speaking
?

13. Kinesics

14. Types of Non-verbal Communication
14
PARA-LANGUAGE
Pitch
Volume
Rate

15. Types of Non-verbal Communication
15
PARA-LANGUAGE
Intonation
Quality
Modulation

16. The 9 Cs of Communication !

17. Confidence Concise Considerate
Clarity Concrete Courtesy
Complete Correct Careful

18. N FORM
ADVANCE SHIPPING
NOTIFICATION ( ASN )
MARKING ON BAGS
( RUDRAPUR VIA DELHI )

19. Organization Barriers
• Attitude of Superiors
• Fear of challenge of
authority
• Lack of time
• Lack of awareness
• Unwillingness of Juniors
to communicate

20. Listen
Twice as much as
you
Talk !

21. Listening Skills
“If we were supposed to
talk more than listen, we
would have been given
two mouths and one ear
!”
( Mark Twain )

22. Conversation is
generally…
Misunderstoo
d
Misinterprete
d
Rejected Not Heard

23. Being Active Listeners…
• Understand body language
• Make eye contact
• Suspend judgment
• Keep an open mind
• Hear the person out
• Do not react to emotive
words

24. Self Presentation cues

25. CURRENT
SCENARIO !

26. CURRENT
SCENARIO !

27. CURRENT
SCENARIO !

28. CURRENT
SCENARIO !

29. EFFECT
Customer

31. HOW TO
IMPROVE ?

32. JOHARI WINDOWS
Developed by Joseph Luft and
Harry Ingham
(University of California)
in the year 1955
JOHARI
Derived from their First Names
( Jo + Harry )

33. JOHARI WINDOWS
A Simple Effective Tool for
illustrating and improving
self-awareness and mutual
understanding between
individuals within a group /
between Groups .

34. JOHARI WINDOWS
OPEN
AREA
BLIND SELF :
Not known to
Self but known to
BLIND
AREA
HIDDEN
AREA
others.
UNKNOWN
AREA
PRIVATE SELF :
Known to Self but
not to others.
UNKNOWN
SELF :
Not known to
Self or others.

35. QUDARANT 1 – PUBLIC SELF

36. QUDARANT 2 – BLIND AREA

37. QUDARANT 3 – PRIVATE SELF

38. QUDARANT 4 – UNKOWN SELF

39. FREE / OPEN AREAS:
KNOWN TO ME AND OTHERS

40. BLIND SPOTS :
KNOWN TO OTHERS ONLY

41. HIDDEN AREA :
UNKNOWN TO OTHERS

42. UNKNOWN AREA :
KNOWN TO NONE

43. OPEN AREA BLIND AREA
OPEN AREA
UNKNOWN
AREA
HIDDEN
AREA

44. THANK YOU !

45. 45
Valuing Time…