This document discusses various communication, leadership, and behavioral skills. It covers topics such as communication skills, assertiveness, etiquette, listening skills, problem solving, decision making, management skills, stress management, body language, confidence building, positive thinking, and time management. The skills discussed are relevant for effectively interacting with others in personal and professional settings.

3. COMMUNICATION SKILLS
• Communication is the art of transmitting
information, ideas and attitudes from one
person to another.
• Verbal communication: face to face,
telephone, radio and other media.
• Non verbal communication: body language,
gesture, how we dress or act.
• Written communication: letters,
emails,books,magazines or internet
• Visualizations: graphs,charts,maps,logos and
other visualization can communicate
messages

4. COMMUNICATION TRILOGY

5. SIX ‘C’ OF GIVING GOOD
INFORMATION

6. ASSERTIVE SKILLS
•Assertiveness is about self confidence which means
having a positive attitude towards yourself and others.
•Positive attitude and Assertive behavior:
Respect for self and towards others
Take responsibility for self
Motivated to do a good job
İnterested in others’ feelings and thought
Ask questions
Honest and direct
Listen to others
Ask others for feedback

7. ASSERTIVENESS IN ORGANISATIONS
Assertiveness Need to dealing with
Personal identity Their selves
Satisfaction from exercising skills Their colleagues
Satisfaction from helping people Their subordinates
Social environment Clients or customers

8. ETIQUETTE
Etiquette is defined as good behaviour which
distinguishes human beings from animals.
Business etiquette
Email etiquette
Telephone etiquette

9. BUSINESS ETIQUETTE
Introduce others
 A handshake is still professional
standard
Always say “please” and “thank
you”
Don’t interrupt
Watch your language
Acknowledge others
Be on time

10. EMAIL ETIQUETTE
•We all interact with the printed words as though it has a
personality
•That personality makes positive and negative
impressions upon us
•Use proper formatting, spelling,grammar
•Subject line is a quick summary of what your email
discusses
•Read your email before sending
•Don’t leave out the subject line
•Don’t attach unnecessary files

12. TELEPHONE ETIQUETTE
•Before you answer, be prepared
Have your computer switched on.
Have pens, pencils, and notepad ready
•In answering the phone:
Answer calls promptly by the second or
third ring.
Smile as you pick up the phone.
Use your “telephone” voice, controlling
your volume and speed.
Project a tone that is enthusiastic, natural,
attentive and respectful.
Greet the customer, and identify your
company and yourself.

13. Customer forms a mental PICTURE of you
P – PITCH
I – INFLECTION
C – COURTESY
T – TONE
U - UNDERSTANDING
R – RATE
E - ENUNCIATION

14. Pitch: sound whose frequency is clear and stable
enough to distinguish from noise.
Inflection: modification of word to express different
grammatical categories such as tense, voice,mood and
aspect.
Courtesy: showing politeness in one’s attitude and
behavior towards other
Tone: give greater strength or firmness
Understanding: mental grasp
Rate: assign a standard
Enunciation: act of speaking clearly and concisely..

15. LISTENING SKILLS
Listening is the process receiving, constructing meaning from, and
respond with thoughtful attention

16. Listening skills are important
Improves relationship
Improves our knowledge
Improves our understanding
Saves time and energy
Leads to better result

18. LEADERSHIP SKILLS
A leader’s specific roles are determined through four
basic leadership responsibilities
Directing
Coaching
Supporting
Delegating

20. PROBLEM SOLVING
Great leaders are, at their core, great problem solvers.
COMMUNICATE TRANSPARENTLY-When there's a problem, it's
important that everyone feel able to express their concerns and
opinions freely
BREAKDOWN SILOS-Workplace problems frequently arise from
organizational boundaries. Breaking down those barriers
FOSTER AN OPEN_MINDED CULTURE-to make the
organization and the people it serves better its essential to have
open-minded and positive people in the office, and that's the leader's
responsibility.
ALWAYS HAVE PLAN OF ACTION-When trouble hits, they
know from past encounters how to work with the right people and
resources to reach a solution.

22. DECISION MAKING
The thought process of selecting a logical choice from
the available options.

23. MANAGEMENT SKILLS
The ability to manage people is the foundation of
organizational success. It includes
Achieving goals
Effectiveness of manager
Emotional intelligence
Motivational skills
Positive attitude
Stress management

26. S
STRESS MANAGEMENT
Stress management means trying to control and reduce
the tension that occurs

27. BEHAVIOURAL SKIILS
Behavioral skills are the skills we use to
successfully interact with others in workplace.
Body language
Confidence building
Positive thinking
Self esteem
Team work
Time management

28. BODY LANGUAGE
Body language refers to various form of nonverbal communication.
These behaviour includes
FACIAL EXPRESSION-Facial expression is integral when
expressing emotions through the body. Combinations of eyes,
eyebrow, lips and cheek movements help form different moods of an
individual (e.g. happy, sad, depressed, angry, etc.
BODY POSTURE-Emotions can also be detected through body
posture
GESTURE-Gestures are movements made with body parts (e.g.
hands, arms, fingers, head, legs)
HANDSHAKE-Handshakes are regular greeting rituals and are
commonly done on meeting, greeting, offering congratulations or
after the completion of an agreement

30. CONFIDENCE BUILDING
Self confidence is having confidence in oneself
Doing what you believe to be right even if others mock,
criticize you for it.
Being willing to take risks and go to the extra mile to
achieve better things.
Admit your mistakes and learn from them

32. POSITIVE THINKING

34. TIME MANAGEMENT
Time management is the act or process of planning
and exercising conscious control over the amount of
time spend on specific activities.
Benefits
Stress anxiety reduction
Work become easier
Increased productivity, creativity
Achieving goals in timely manner