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Communication Skills
By –
SoftLogic
Technologies Pvt. Ltd.
Software Testing Help
InTrOdUcTiOn
I TO... U TO...
Software Testing Help
WHY COMMUNICATION???
A communication problem within IT
industry
See a normal scenario......
Software Testing Help
Software Testing Help
• An Active Listener,
• An Effective Presenter,
• A Quick Thinker.
• A Win-Win Negotiator.
WHAT MAKES A GOOD
COMMUNICATOR?
Software Testing Help
PROCESS OF COMMUNICATION
Software Testing Help
Source:
• Why to communicate?
• What to communicate?
• Usefulness of the communication.
• Accuracy of the Information to be communicated.
PROCESS OF COMM…(cntd…)
Encoding:
• The process of transferring the information you want to communicate into
a form that can be sent and correctly decoded at the other end.
• Ability to convey the information.
• Eliminate sources of confusion. For e.g. cultural issues, mistaken
assumptions, and missing information.
• Knowing your audience.
• Written Communication Channels
– Letters,
– e-Mails,
– Memos,
– Reports.
• Verbal Communication Channels
– Face-To-Face meetings,
– Telephones,
– Video Conferencing.
PROCESS OF COMM…(cntd…)
Software Testing Help
Strengths and Weaknesses
• Verbal Communication:
Strength - Role of Body Language.
Weakness - Not possible to give long list of directions
• Written Communication:
Strength - A proof of a communication
Weakness - Written words does not show a person’s actual
feelings.
PROCESS OF COMM…(cntd…)
Software Testing Help
• EFFECTIVE DECODING:
– Listen actively,
– Reading information carefully,
– Avoid Confusion,
– Ask question for better understanding.
PROCESS OF COMM…(cntd…)
• The audience or individuals to whom we are sending
the information.
THE INFLUENCE FOR RECEIVER:
• The prior knowledge can influence the receiver’s
understanding of the message.
• Blockages in the receiver’s mind.
• The surrounding disturbances.
FEEDBACK:
Feedback can be:
• Verbal Reactions and Non-Verbal Reactions.
• Positive feedback and Negative feedback.
PROCESS OF COMM…(cntd…)
Software Testing Help
CONTEXT:
1.Various Cultures (Corporate, International, Regional, etc),
2.Language,
3.Location or Place (Restaurant, Office, Auditorium, Room,
etc).
4.Situation
The sender needs to communicate the context to the receiver for
better clarity in the communication process.
PROCESS OF COMM…(…end)
Software Testing Help
COMMUNICATION GAME # 1
RULE:
• Make a group of Four.
• Sequentially assign a number to every individual.
• 1 representative Pick up on chit from the lot.
• Memorize the sentence and return the chit.
• Go back and utter the sentence to the 2nd
person.
• No one else should hear the sentence.
• Then the 2nd
person should utter it to the 3rd
person and
so on.
• The last person should announce the sentence to all.
• And 1st
person reads the chit.
WHAT DID WE LEARN?
• Only verbal communication can create chaos
while it reaches the last person.
• Every person’s thought process influences the
individual understanding.
So be an active listener......
Software Testing Help
Few tips towards Active Listening:
1. Understand your own communication style.
2. Be an active listener.
3. Use normal communication.
4. Give Feedback
ACTIVE LISTENING
Software Testing Help
1. Understand your own communication style:
• High level of self-awareness to creating good & long lasting impression
on others.
• Understand how others perceive you.
• Avoid being CHAMELEON by changing with every personality you meet.
• Make others comfortable by selecting appropriate behavior that suits
your personality while listening. (Ideally nodding your head).
ACTIVE LISTENING…(cntd…)
Software Testing Help
2. Be An Active Listener:
• People speak @ 100 to 175 WPM but can listen intelligently @ 300
WPM.
• One part of human mind pays attention, so it is easy to go into mind
drift.
• Listen with a purpose.
• Purpose can be to gain information, obtain directions, understand
others, solve problems, share interest, see how another person
feels, show support, etc.
• If it is difficult to concentrate then repeat the speakers words in your
mind.
ACTIVE LISTENING…(cntd…)
Software Testing Help
3. Use Non-verbal Communication:
• Smile,
• Gestures,
• Eye contact,
• Your posture.
ACTIVE LISTENING…(cntd…)
Software Testing Help
4. Give Feedback
• Remember that what someone says and what we hear can be
amazingly different.
• Repeat back or summarize to ensure that you understand.
• Restate what you think you heard and ask, "Have I understood you
correctly?"
ACTIVE LISTENING…(cntd…)
Software Testing Help
Some major areas of nonverbal behaviors to explore are:
• Eye contact
• Facial expressions
• Gestures
• Posture and body orientation
• Proximity
• Paralinguistic
• Humor
SIX WAYS OF USING NON-VERBAL
COMMUNICATION SKILLS EFFECTIVELY
Software Testing Help
SIX WAYS OF …(cntd…)
EYE CONTACT:
Eye is an direct and most expressive part of our body.
Different ways of Eye Contact
– Direct Eye Contact: (Shows confidence)
– Looking downwards (Listening carefully or Guilty)
– Single raised eyebrow (Doubting)
– Both raised eyebrows (Admiring)
– Bent eyebrows (Sudden focus)
– Tears coming out (Emotional either happy or hurt)
………and many more
FACIAL EXPRESSION:
Smile covers the most part of facial expression:
Smiling is a powerful cue that transmits:
– Happiness
– Friendliness
– Warmth
– Liking
– Affiliation
SIX WAYS OF …(cntd…)
Software Testing Help
GESTURES:
• If you fail to gesture while speaking, you may be
perceived as boring, stiff and unanimated.
• A lively and animated teaching style captures students'
attention, makes the material more interesting, facilitates
learning and provides a bit of entertainment.
• Head nods, a form of gestures, communicate positive
reinforcement to students and indicate that you are
listening.
SIX WAYS OF …(cntd…)
Software Testing Help
POSTURE AND BODY ORIENTATION:
• You communicate numerous messages by the way you walk, talk,
stand and sit.
• Standing erect, but not rigid, and leaning slightly forward
communicates to students that you are approachable, receptive and
friendly.
• Furthermore, interpersonal closeness results when you and your
students face each other.
• Speaking with your back turned or looking at the floor or ceiling
should be avoided; it communicates disinterest to your class.
SIX WAYS OF …(cntd…)
Software Testing Help
PROXIMITY:
• Cultural norms dictate a comfortable distance for interaction with
audience.
• You should look for signals of discomfort caused by invading young
audience‘s space.
• Some of these are:
– Rocking,
– Leg swinging,
– Tapping,
– Gaze aversion,
• To counteract this, move around the classroom to increase
interaction with your students. Increasing proximity enables you to
make better eye contact and increases the opportunities for
students to speak.
SIX WAYS OF …(cntd…)
SIX WAYS OF …(cntd…)
• Paralinguistic :
This facet of nonverbal communication includes such vocal
elements as:
- Tone
- Pitch
- Rhythm
- Timbre
- Loudness
- Inflection
Software Testing Help
FEW FACTS
- You have over 630 muscles in your body.
- Eye muscles are the busiest muscles in the body. Scientists estimate
they may move more than 100,000 times a day.
- You have over 30 muscles in your face to help you smile or frown. It
takes 17 muscles to smile and 43 to frown.
SO SMILE EVERYTIME YOU SEE SOMEONE.
- The strongest muscle in your body is your tongue. USE IT
EFFECTIVELY.
- It takes the interaction of 72 different muscles to produce human
speech.
Software Testing Help
• Presentation Skills while appearing for an interview.
– Your Dressing sense (Males & Females),
– Documents needed to be carried,
– Your body language (while standing, while sitting, while
walking),
– Your attitude (Soberness, Soft words, avoid western accent),
– Your Confidence (while talking, body movements, aggression,
etc).
EFFECTIVE PRESENTATION SKILLS
Software Testing Help

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Chp1,2&3

  • 1. Communication Skills By – SoftLogic Technologies Pvt. Ltd. Software Testing Help
  • 2. InTrOdUcTiOn I TO... U TO... Software Testing Help
  • 3. WHY COMMUNICATION??? A communication problem within IT industry See a normal scenario...... Software Testing Help
  • 5. • An Active Listener, • An Effective Presenter, • A Quick Thinker. • A Win-Win Negotiator. WHAT MAKES A GOOD COMMUNICATOR? Software Testing Help
  • 7. Source: • Why to communicate? • What to communicate? • Usefulness of the communication. • Accuracy of the Information to be communicated. PROCESS OF COMM…(cntd…) Encoding: • The process of transferring the information you want to communicate into a form that can be sent and correctly decoded at the other end. • Ability to convey the information. • Eliminate sources of confusion. For e.g. cultural issues, mistaken assumptions, and missing information. • Knowing your audience.
  • 8. • Written Communication Channels – Letters, – e-Mails, – Memos, – Reports. • Verbal Communication Channels – Face-To-Face meetings, – Telephones, – Video Conferencing. PROCESS OF COMM…(cntd…) Software Testing Help
  • 9. Strengths and Weaknesses • Verbal Communication: Strength - Role of Body Language. Weakness - Not possible to give long list of directions • Written Communication: Strength - A proof of a communication Weakness - Written words does not show a person’s actual feelings. PROCESS OF COMM…(cntd…) Software Testing Help
  • 10. • EFFECTIVE DECODING: – Listen actively, – Reading information carefully, – Avoid Confusion, – Ask question for better understanding. PROCESS OF COMM…(cntd…) • The audience or individuals to whom we are sending the information. THE INFLUENCE FOR RECEIVER: • The prior knowledge can influence the receiver’s understanding of the message. • Blockages in the receiver’s mind. • The surrounding disturbances.
  • 11. FEEDBACK: Feedback can be: • Verbal Reactions and Non-Verbal Reactions. • Positive feedback and Negative feedback. PROCESS OF COMM…(cntd…) Software Testing Help
  • 12. CONTEXT: 1.Various Cultures (Corporate, International, Regional, etc), 2.Language, 3.Location or Place (Restaurant, Office, Auditorium, Room, etc). 4.Situation The sender needs to communicate the context to the receiver for better clarity in the communication process. PROCESS OF COMM…(…end) Software Testing Help
  • 13. COMMUNICATION GAME # 1 RULE: • Make a group of Four. • Sequentially assign a number to every individual. • 1 representative Pick up on chit from the lot. • Memorize the sentence and return the chit. • Go back and utter the sentence to the 2nd person. • No one else should hear the sentence. • Then the 2nd person should utter it to the 3rd person and so on. • The last person should announce the sentence to all. • And 1st person reads the chit.
  • 14. WHAT DID WE LEARN? • Only verbal communication can create chaos while it reaches the last person. • Every person’s thought process influences the individual understanding. So be an active listener...... Software Testing Help
  • 15. Few tips towards Active Listening: 1. Understand your own communication style. 2. Be an active listener. 3. Use normal communication. 4. Give Feedback ACTIVE LISTENING Software Testing Help
  • 16. 1. Understand your own communication style: • High level of self-awareness to creating good & long lasting impression on others. • Understand how others perceive you. • Avoid being CHAMELEON by changing with every personality you meet. • Make others comfortable by selecting appropriate behavior that suits your personality while listening. (Ideally nodding your head). ACTIVE LISTENING…(cntd…) Software Testing Help
  • 17. 2. Be An Active Listener: • People speak @ 100 to 175 WPM but can listen intelligently @ 300 WPM. • One part of human mind pays attention, so it is easy to go into mind drift. • Listen with a purpose. • Purpose can be to gain information, obtain directions, understand others, solve problems, share interest, see how another person feels, show support, etc. • If it is difficult to concentrate then repeat the speakers words in your mind. ACTIVE LISTENING…(cntd…) Software Testing Help
  • 18. 3. Use Non-verbal Communication: • Smile, • Gestures, • Eye contact, • Your posture. ACTIVE LISTENING…(cntd…) Software Testing Help
  • 19. 4. Give Feedback • Remember that what someone says and what we hear can be amazingly different. • Repeat back or summarize to ensure that you understand. • Restate what you think you heard and ask, "Have I understood you correctly?" ACTIVE LISTENING…(cntd…) Software Testing Help
  • 20. Some major areas of nonverbal behaviors to explore are: • Eye contact • Facial expressions • Gestures • Posture and body orientation • Proximity • Paralinguistic • Humor SIX WAYS OF USING NON-VERBAL COMMUNICATION SKILLS EFFECTIVELY Software Testing Help
  • 21. SIX WAYS OF …(cntd…) EYE CONTACT: Eye is an direct and most expressive part of our body. Different ways of Eye Contact – Direct Eye Contact: (Shows confidence) – Looking downwards (Listening carefully or Guilty) – Single raised eyebrow (Doubting) – Both raised eyebrows (Admiring) – Bent eyebrows (Sudden focus) – Tears coming out (Emotional either happy or hurt) ………and many more
  • 22. FACIAL EXPRESSION: Smile covers the most part of facial expression: Smiling is a powerful cue that transmits: – Happiness – Friendliness – Warmth – Liking – Affiliation SIX WAYS OF …(cntd…) Software Testing Help
  • 23. GESTURES: • If you fail to gesture while speaking, you may be perceived as boring, stiff and unanimated. • A lively and animated teaching style captures students' attention, makes the material more interesting, facilitates learning and provides a bit of entertainment. • Head nods, a form of gestures, communicate positive reinforcement to students and indicate that you are listening. SIX WAYS OF …(cntd…) Software Testing Help
  • 24. POSTURE AND BODY ORIENTATION: • You communicate numerous messages by the way you walk, talk, stand and sit. • Standing erect, but not rigid, and leaning slightly forward communicates to students that you are approachable, receptive and friendly. • Furthermore, interpersonal closeness results when you and your students face each other. • Speaking with your back turned or looking at the floor or ceiling should be avoided; it communicates disinterest to your class. SIX WAYS OF …(cntd…) Software Testing Help
  • 25. PROXIMITY: • Cultural norms dictate a comfortable distance for interaction with audience. • You should look for signals of discomfort caused by invading young audience‘s space. • Some of these are: – Rocking, – Leg swinging, – Tapping, – Gaze aversion, • To counteract this, move around the classroom to increase interaction with your students. Increasing proximity enables you to make better eye contact and increases the opportunities for students to speak. SIX WAYS OF …(cntd…)
  • 26. SIX WAYS OF …(cntd…) • Paralinguistic : This facet of nonverbal communication includes such vocal elements as: - Tone - Pitch - Rhythm - Timbre - Loudness - Inflection Software Testing Help
  • 27. FEW FACTS - You have over 630 muscles in your body. - Eye muscles are the busiest muscles in the body. Scientists estimate they may move more than 100,000 times a day. - You have over 30 muscles in your face to help you smile or frown. It takes 17 muscles to smile and 43 to frown. SO SMILE EVERYTIME YOU SEE SOMEONE. - The strongest muscle in your body is your tongue. USE IT EFFECTIVELY. - It takes the interaction of 72 different muscles to produce human speech. Software Testing Help
  • 28. • Presentation Skills while appearing for an interview. – Your Dressing sense (Males & Females), – Documents needed to be carried, – Your body language (while standing, while sitting, while walking), – Your attitude (Soberness, Soft words, avoid western accent), – Your Confidence (while talking, body movements, aggression, etc). EFFECTIVE PRESENTATION SKILLS Software Testing Help