This document discusses communication skills and styles. It defines communication as a two-way process of exchanging information through verbal and non-verbal messages. Effective communication leads to productive relationships, while barriers like assumptions and poor listening skills can interfere. The document outlines the communication process and essential elements like eye contact and active listening. It also describes different communication styles and strategies for interacting with each style effectively.

1. Lexicon Networks
Communication and Presentation Skills
Rohit Bohra

2. What is Communication ????
Communication is simply a two way process of exchanging
ideas, information or transmitting verbal and non-verbal
messages.

3. Effective Communication
Effective Communication leads to Productive relationship
We communicate to…
 Get information
 Motivate
 Praise
 Get feedback
 Sell
 Greet
 Etc.

4. Barriers To Communication
 Premature evaluation
 Inattention
 Assumption
 Poor listening skills
 Low self confidence
 Ignoring information contrary to our belief
 Emotions

5. Process Of Communication
SENDER
MEDIUM
RECIEVER
FEEDBACK
BARRIERS
Studies tell 70 % of mistakes in the workplace are a direct result of
poor communication…..

6. Essentials Of Communication
Do’s
 Use precise, memorable and powerful words
 Give examples
 Eye contact
 Active listening
 KISS – Keep it short and simple
 Avoid interrupting
 Appropriate facial expressions
 Exhibit affirmative head nods

7. Essentials Of Communication
Don'ts
 Do not use technical terms and terminologies not understood by
majority of people –Lehman language
 Do not speak too fast or too slow
 Do not speak in inaudible surroundings as you wont be heard
 Do not assume that everybody understands you
 Do not interrupt the speaker.

8. Blue Red Green Yellow
Daring Enthusiastic Satisfied Diplomatic
Determined Convincing Good-natured Cautious
Outspoken Friendly Conventional Accurate
Decisive Talkative Moderate Controlled
Adventurous Outgoing Gentle Insightful
Dominant Persuasive Modest Conscientious
Impatient Expressive Agreeable Observant
Insistent Inspiring Kind Tactful
Strong-Willed Cheerful Obliging Reserved
Independent Joyful Considerate Private
Firm Playful Obedient Introspective
Stubborn Charming Loyal Logical
Persistent Animated Even-Tempered Well-Disciplined
Argumentative Optimistic Sympathetic Precise
Direct Extroverted Easygoing Systematic
Assertive Impulsive Helpful Introverted
Understand Communication Styles
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9. Style Strategies
May want personal autonomy,
opportunity for careful planning,
exact job descriptions, precise
expectations.
• Take time to prepare your case
in advance.
• Provide straight pros and cons of
ideas.
• Support ideas with accurate
data.
• Provide reassurance that no
surprises will occur.
• Provide exact job description
with precise explanation of how
it fits into the big picture.
Style Limitations
Under pressure, people with strong
characteristics of this style may:
• Seek feedback and direction from
coaches.
• Be hesitant to act without
precedent.
• Be bound by key procedures and
methods.
• Get bogged down in the decision-
making process.
• Resist delegating tasks.
9

10. Style Strategies
May want authority, challenges,
prestige, freedom, varied
activities, growth assignments,
“bottom-line” approach, and
opportunity for advancement.
• Provide direct answers, be brief
and to the point.
• Ask “what” questions, not
“how.”
• Stick to business and results
they desire.
• Outline possibilities for the
person to get results, solve
problems, and be in charge.
Style Limitations
Under pressure, people with strong
characteristics of this style may:
• Overstep prerogatives.
• Act restlessly.
• Stimulate anxiety in others.
• Overrule people.
• Be blunt and sarcastic with others.
• Sulk when not in the limelight.
• Be critical and fault finding.
• Be inattentive to details and logic.
• Be dissatisfied with routine work.
• Resist participation as part of a
team.
10

11. Style Strategies
May want security of the situation,
time to adjust to change,
appreciation, identification with
group, limited territory, and areas of
specialization.
• Provide sincere interest in them as a
person; provide a sincere, personal,
and agreeable environment.
• Focus on answers to “how”
questions to provide them with
clarification.
• Be patient in drawing out their goals.
Style Limitations
Under pressure, people with strong
characteristics of this style may:
• Insist on maintaining status quo.
• Take a long time to adjust.
• Have trouble meeting multiple
deadlines.
• Need help getting started on new,
unstructured assignments.
• Have difficulty with innovation.
• Be content with things as they are.
• Continue to do things the way they were
always done.
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12. Style Strategies
May want social recognition,
popularity, people to talk to, freedom
from control and detail, favorable
working conditions, recognition of
abilities, a chance to motivate
people, and inclusion by others.
• Provide favorable, friendly
environment.
• Provide chance for them to verbalize
about ideas, people, and their
intuition.
• Offer them ideas for transferring talk
into action.
• Provide testimonials.
Style Limitations
Under pressure, people with strong
characteristics of this style may:
• Be more concerned with popularity than
tangible results.
• Oversell.
• Act impulsively–heart over mind.
• Reach inconsistent conclusions.
• Make decisions solely on gut feelings.
• Be unrealistic in appraising people; trust
people indiscriminately.
• Be inattentive to detail.
• Have difficulty planning and estimating time
expenditure.
• Perform superficial analysis.
12

13. Written Communication
(Email Writing)
• Email should be short and crisp
• e-mail includes a courteous greeting and closing
• Grammer and punctuation should be correct
• Recheck twice for any spelling mistake
• Read your email out loud to ensure the tone is that which you desire
• Use words like (please ,,thanks)they go a long way
• Can=Could,,,,will= would, shall= should
• First complete the mail and then fill in receipts address
• CC,BCC

14. Verbal communication

15. Non-Verbal communication

16. Non-Verbal Communication
Nonverbal Communication - all elements of communication that do not
involve words
Four basic types
1. Proxemics - an individual’s perception & use of space
2. Kinesics - study of body movements, including posture
3. Facial & Eye Behavior - movements that add cues for the
receiver
4. Paralanguage - variations in speech, such as pitch, loudness,
tempo, tone, duration, laughing, & crying

17. Proxemics: Seating Dynamics
Seating Dynamics - seating people in certain positions according to the
person’s purpose in communication
Cooperation
X O
Non-
Communication
O X O
Competition
X
O
X
Communication
O

18. Examples of
Decoding Nonverbal Cues
Boss fails to acknowledge employee’s
greeting
No eye contact
while
communicating
Manager sighs deeply
Boss breathes
heavily & waves
arms
He’s
unapproachable!
My opinion
doesn’t count
I wonder what
he’s hiding?
He’s angry! I’ll
stay out of
his way!

19. New Technologies for Communication
o Informational databases
o Electronic mail systems
o Voice mail systems
o Fax machine systems
o Cellular phone systems

20. Expectation from the technical team
• Listen and understand the customer points and thoughts
• Never interrupt in between
• The more the customer speaks, the more chance of conversion
• Never argue with the customer, move away from that point
• Body language should be confident- Prepare in advance
• The PPT should be made in a simple language, easy for the customer
to understand
• The communication should be clear n crisp

21. THANK YOU