The document discusses the various aspects of communication, including nonverbal, oral, and written forms, along with their historical development. It emphasizes the importance of effective communication techniques in both personal and professional contexts, covering elements such as rapport building, sensory modalities, and email etiquette. Additionally, it provides guidelines for telephone communication, appropriate behavior in public, and best practices for digital correspondence.

1. By: Shashank Varun
ASE Structure Design Pvt Ltd

2. 
• Communication Skills
• Nonverbal communication
• Oral communication
• Written communication
• Interpersonal Applications
• Business Applications
Overview

3. 
 Influence of Mental Maps
 Redundant
 Visual
 Auditory
 Kinesthetic
 Energetic
What Is
Communication?

4. 
 Nonverbal: 150,000 years
 Oral: 55,000 years
 Written: 6,000 years
 Early writing: 4000 BC
 Egyptian hieroglyphics: 3000 BC
 Phoenician alphabet: 1500 to 2000 BC
 Book printing in China: 600 BC
 Book printing in Europe: 1400 AD
History of
Communication

5. 
 Conscious and Intentional
 Nonverbal
 Verbal
 Unconscious and Unintentional
 Nonverbal
 Verbal
What Is
Communication?

6. 
 Conscious Processing = 7±2/Second
 Unconscious Processing = 200,000,000/Sec.
 Short-term Memory
 Long-term Memory
 Habits
 Physical
 Mental
Unconscious Processing

7. 
 Learned Behavior
 Established Over Time
 Practice
 Self-talk
 Change
Habits

8. 
 Physiology and Appearance: 55 percent
 Paralanguage: 38 percent
 Language: 7 percent
Communicating
Meaning

9. 
 Visual
 Auditory
 Kinesthetic
 Touch
 Taste
 Smell
 Emotional responses (feelings)
Sensory Modalities

10. 
 Vocabulary
 I see what you mean.
 It looks good to me.
 Let’s stay focused on the problem.
 She has a bright future.
 He’s always in a fog.
 Physiology and Appearance
 Paralanguage
Visuals

11. 
 Vocabulary
 I hear what you are saying.
 It sounds good to me.
 Does the name Pavlov ring a bell?
 That’s music to my ears.
 He’s always blowing his own horn.
 Physiology and Appearance
 Paralanguage
Auditories

12. 
 Vocabulary
 I can grasp the concept, and it feels right to me.
 It smells fishy to me.
 It left me with a bad taste in my mouth.
 She’s still rough around the edges.
 He’s a smooth operator.
 Physiology and Appearance
 Paralanguage
Kinesthetics (Kinos)

13. 
Eye Accessing Cues
Vr
Ar
Ai
Vc
Ac
K

14.  Finding Commonalities
 Values
 Vocabulary and paralanguage
 Physiology and appearance
 Matching and Mirroring
 Cross-over Matching
Rapport
People who are like each other,
like each other.

15. 
 Nonverbal (what you see and do)
 Physiology
 Appearance
 Congruence
 Verbal (what you hear and say)
 Sense-based predicates
 Values, beliefs, and criteria
 Voice tone and rate of speech
Developing Rapport

16. 
 Sensory Acuity
 Agree and Disagree
 Posture and Movement
 Associated or dissociated
 Bodily response
Reading Nonverbal Messages

17. 
 Matching and Mirroring
 Observing others
 Practicing
 Calibration
 Like/dislike
 Yes/no
Exercises: Rapport

18. 18

19. • Pace
• Match (nonverbally and verbally)
• Meet expectations
• Lead
• Set direction
• Maintain interest
• Maintain rapport

20. • Blend Outcomes
• Understand objectives and desires
• Create win-win solutions
• Motivate
• Clarify who does what next
• Future-pace possibilities
• Presuppose positive results

21. • E-mail message - No nonverbal expression to
supplement what we are “saying”.
• Normal communication takes into account tone of voice,
gestures, and proximity
• Since this is absent – be very careful with email
21

22. What impression does yours leave???
22

23. • Organize contacts by first and last name
• Makes you much more efficient and professional
23

24. • Brief and to the point
• Preferably one page
• Readers should not have to scroll
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25. • Never use ALL CAPS
• Watch for typos
• Use normal capitalization and punctuation
• Use correct grammar & spelling
• Avoid long sentences
25

26. • Return emails in the same day that you would return a
phone call
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27. • Write a salutation or greetings for each new subject email
27

28. • Always use a subject line
• Make the subject line meaningful
• Example: “April 22 production team meeting agenda”
instead of “meeting”
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29. • Always use a signature or name at the end
• Includes alternate means of contacting you
29

30. • Use active words instead of passive
30

31. • Emails = public documents
• Only include those statements in email that you can
openly defend
31

32. • Attachments: Title needs to make sense
• Large attachments??
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33. • Never “flame” someone.
• Flaming = virtual term for venting emotion online or
sending inflammatory emails.
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34. • Never send an email about sensitive
subjects.
• Examples:
• Disciplinary action
• Conflicts about grades or personal information
• Concerns about fellow classmates/co-workers
• complaints
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35. • Be very careful
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36. • Do not over use the forward button
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37. 37

38. • How you conduct yourself on the telephone = face-to-
face interactions
38

39. HELLO
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40. • Identify yourself, office or organization in as few words as
possible
40

41. • Cheerful and considerate attitude toward each
telephone caller.
• Smile when you answer or talk on the phone
• ***It will show on the other end.
41

42. • Give your name when the telephone is answered, before
asking for the person you are requesting
42

43. • Enunciate your words very carefully
43

44. • Keep business conversations to the point
44

45. • Do not keep someone on hold more than 30 seconds.
45

46. • Always leave your phone number if you ask someone to
call you back
• Even if you think they have it
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47. • Listening is essential whether in person or on the phone
47

48. • Make sure your voice mail or answering machine work
properly
48

49. • Always return your calls on the same day
49

50. • Think about the time when making a phone call.
• Not acceptable to call someone before 7-8 a.m. and
after 8:30-9 p.m..
• Avoid meal times
50

51. • Never hang-up when you realize you have a wrong
number
• Apologize and then hang up
51

52. • When calling someone, let the telephone ring a
reasonable length of time
52

53. • Calling a business at or very near closing time =
inconsiderate
53

54. • When taking a message
• Indicate the time & date of the call
• Caller
• Information
• Phone number
• Person taking the message
• Ask for correct spelling if necessary
54

55. • Never – eat, drink or chew gum on the phone
55

56. • Leave a message when appropriate – especially with
caller-ID, people will see you called so they should not
have to wonder what you needed.
56

57. 57

58. • Maintain at least a 10 foot zone from anyone while
talking.
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59. • Elevators
• Libraries
• Museums
• Restaurants
• Cemeteries
• Theaters
• Dentist or doctor waiting rooms
• Places of worship
• Auditoriums
• Other enclosed public spaces (hospital emergency
rooms or buses)
59

60. • Don’t have emotional conversations in public – ever.
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61. • Watch your language & tone of voice
• Others are watching and getting impressions of you
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62. • Don’t use loud and annoying ring tones
62

63. • Never “multi-task” by making calls while shopping,
banking, waiting in line or conducting other personal
business.
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64. • Never take a personal call during a business meeting.
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65. • Do not send text messages to someone else unless
you have their permission to do so as they may incur a
charge.
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66. • Never utilize a cell phone in something like a State
FFA Convention session
• This would also include text messaging
66

67. • If you must answer a cell phone in a public setting,
answer and tell the person to hold a minute while you
remove yourself from the room.
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68. • Always keep your phone on manner mode when in a
public event such as a convention or meeting.
68

69. • Do not utilize a cell phone while driving or operating
other equipment.
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70. • Do not grow too attached to your cell phone
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