Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

Basic Communication


Published on

Commuication Process and Cycle

Published in: Business, Technology
  • This is a very good job..

    Need the coppy of this slide..Please mail me at

    With best wishes:
    Bhavesh Ch.Mishra
    Are you sure you want to  Yes  No
    Your message goes here
  • Good work!

    Could you send me the softcopy? Many thanks.

    Yours sincerely,


    Are you sure you want to  Yes  No
    Your message goes here

Basic Communication

  1. 1. Communication
  2. 2. Key skills <ul><li>Listening </li></ul><ul><li>Absorbing </li></ul><ul><li>Questioning </li></ul><ul><li>Responding </li></ul><ul><li>Analyzing </li></ul><ul><li>Summarizing </li></ul>
  4. 4. The silent side of communication <ul><li>Sometimes the absence of speech is </li></ul><ul><li>A time for paying attention </li></ul><ul><li>A time to understand </li></ul><ul><li>A time of getting ready to respond </li></ul>
  5. 5. The power of a question lies in the fact that it compels an answer !
  6. 6. Why Question?????? <ul><li>To get vital information </li></ul><ul><li>To help the speakers think constructively </li></ul><ul><li>To channel the speakers thoughts towards the objective </li></ul><ul><li>The answers lie in your questions ! </li></ul>
  7. 7. Tips on Probing <ul><li>Choose the right type of question </li></ul><ul><li>Frame your question in keeping with the information required </li></ul><ul><li>Use the appropriate tone and terminology </li></ul><ul><li>Be natural and spontaneous </li></ul>
  8. 8. Types of Questions <ul><li>Factual – to get information and start the discussion </li></ul><ul><li>Explanatory – to get reasons and additional information </li></ul><ul><li>Leading – to introduce a new idea </li></ul><ul><li>Hypothetical – To develop new ideas and change the course of the discussion </li></ul><ul><li>Alternative - To make decision between alternatives and get agreement </li></ul>
  9. 9. Communication Breakdown <ul><li>Physical Environment </li></ul><ul><li>The context of the message </li></ul><ul><li>Selective perception </li></ul><ul><li>Filtering </li></ul><ul><li>Emotions </li></ul><ul><li>Language </li></ul>
  10. 10. Communication Styles Your needs are more important than mine My needs are more important than yours Both our needs are important
  11. 11. We are all human… <ul><li>Often on the job – especially in a job like ours - personal feelings and reactions sneak into our professional activities </li></ul><ul><li>It is human to react to unpleasantness </li></ul><ul><li>It is natural to take it personally </li></ul><ul><li>Some of us are by nature non – assertive and passive </li></ul><ul><li>The key is to be sensitive and professional simultaneously </li></ul>
  12. 12. Is It Easier to Keep the Peace ? <ul><li>How often do you – </li></ul><ul><li>Make Promises you cannot keep ? </li></ul><ul><li>Find it impossible to say No ? </li></ul><ul><li> Find yourself unable to disagree without causing resentment ? </li></ul><ul><li>Fail to reach an agreement with an </li></ul><ul><li>aggressive person because YOU turn </li></ul><ul><li>aggressive yourself ? </li></ul>
  13. 13. The Aftermath…….. <ul><li>Failure Rejection Helplessness </li></ul><ul><li>Guilt Anger Resentment </li></ul><ul><li> Feelings </li></ul>
  14. 14. Non – assertion often leads to - <ul><li>Impractical solutions </li></ul><ul><li>No solutions </li></ul><ul><li>A weak compromise </li></ul><ul><li>An unclear decision </li></ul>
  15. 15. Customers might ……. <ul><li>Grab the opportunity to dominate and manipulate the conversation </li></ul><ul><li>Grow impatient at the inability of reaching a solution </li></ul><ul><li>Grow hostile at the lack of initiative to take a stand </li></ul><ul><li>This is un-professional </li></ul>
  16. 16. In the long term you might feel ….. <ul><li>Incompetent and useless </li></ul><ul><li>Hurt and angry </li></ul><ul><li>Nervous and unconfident </li></ul><ul><li>Successively more sorry for yourself </li></ul><ul><li>This will greatly affect your overall productivity. It is a vicious cycle </li></ul>
  17. 17. The flip side – aggression <ul><li>Do you </li></ul><ul><li>Stand up for yourself at all costs </li></ul><ul><li>Take no account of what people think or feel </li></ul><ul><li>Deride and humiliate other people and dismiss their views </li></ul><ul><li>Want to win unconditionally </li></ul>
  18. 18. Uncalled for aggression leads to.. <ul><li>Finding fault with colleagues and customers </li></ul><ul><li>Constantly being on guard - touchy </li></ul><ul><li>Being drained of productive energy </li></ul><ul><li>Feelings of mistrust against the world at large </li></ul><ul><li>Isolation </li></ul>
  19. 19. The middle path always works…. <ul><li>Being gently assertive …….. </li></ul><ul><li>A sense of confidence </li></ul><ul><li>Confidence and trust in others </li></ul><ul><li>A sense of responsibility for our actions </li></ul><ul><li>Initiative </li></ul><ul><li>High energy levels </li></ul><ul><li>Overall productivity increase </li></ul><ul><li>A balance of assertiveness and sensitivity </li></ul>
  20. 20. Some effective kinds of assertion <ul><li>Basic </li></ul><ul><li>Empathetic </li></ul><ul><li>Discrepancy </li></ul><ul><li>Negative Feeling </li></ul><ul><li>Consequence </li></ul><ul><li>Stay on top of things …… </li></ul>
  21. 22. Some Negotiation Outcomes LOSE / WIN WIN / LOSE LOSE / LOSE WIN/ WIN