The document discusses the importance of communication skills in both personal and professional contexts, emphasizing that effective communication goes beyond just words to include body language and vocal tone. It outlines seven key skills to enhance communication and presents guidelines for proper phone etiquette. Additionally, it elaborates on 20 rules of subject-verb agreement in standard English to improve grammatical accuracy.

1. English
Proficiency
Training

2. The Importance Of Communication Skills
• Communication skills simply do not
refer to the way in which we
communicate with another person.
• It encompasses many other things - the
way in which we respond to the person
we are speaking, body gestures
including the facial ones, pitch and tone
of our voice and a lot of other things.

3. The importance of
communication in business.
Business job advertisements
There is little chance that you will come across an
advertisement which does not mention that
candidates should have good communication skills.

4. The importance of
communication within
relationships
 it should be remembered that
maintaining good relationships is a way to
a healthy lifestyle, and a good
relationship can only be maintained by
maintaining healthy communication to
our loved ones.

5. How to Make Your Personality
Shine Through Enhancing Your
Communication Skill
Here are 7 skills that groom your
personality and make you
impressive whenever you speak.

6. Communication Skill 1:
SOUND MORE INTELLIGENT
Speak just a bit slower to allow
yourself to select your most
appropriate vocabulary and to
give the impression of
thoughtfulness

7. Communication Skill 2:
SOUND MORE POWERFUL
Speak clearly. Do not shout or
whisper. Use short, simple
declarative sentences. You say
what you mean and you mean what
you say.

8. Communication Skill 3:
SOUND MORE POLISHED
Never answer a question with a
blunt 'yes' or 'no.' Append a
short phrase of clarification.
For example, "No, I did not see
it." "Yes, I know sir."

9. Communication Skill 4:
SOUND MORE ARTICULATE
Make a special effort to
pronounce the final sound in a
word and use its energy to carry
over to the following word.
People will judge your
competency through your
vocabulary.

10. Communication Skill 5:
SOUND MORE CONFIDENT
Carry your body up. Hold your head as if
you had a crown on it.
Do not let your arms and legs have side-to-
side motion when you move.
 Keep your elbows and knees close to the midline
of your body.
Your body movements express what your attitudes
and thoughts really are, controlling them adds to
your communication skill.

11. Communication Skill 6:
SOUND MORE POLITE
Always remember to greet the listener
before starting a conversation or
making an oral presentation.
Tell the audience what you are going
to tell them.
At the end, summarize what you have
told them.

12. Communication Skill 7:
SOUND MORE TOUCHY
Try to judge how your listeners are more
comfortable taking information from you and
make sure you feed them in the same way as
they want.
 Practice is essential, to improve your skills
Make it your best each time you speak. Let your
personality shine!

13. WE WILL RESUME
AFTER A SHORT
BREAK

14. WE WILL RESUME IN
5 MINUTES

15. Telephone Do's and
don'ts

16. “Do” Ask How You Can Help
• Ask the customer how you can be of service
when greeting them. After listening to the
customer's reason for calling -- and you can't be
of assistance -- attempt to transfer the customer
to the appropriate department.

17. "Do" Listen to the Caller's Request
• Listen carefully to the caller's request. Ask
the customer applicable questions to
determine how you can help.
• Don't interrupt when the caller is speaking

18. "Do" Ask to Place the Caller on Hold
–Before you place a caller on hold, ask
permission first. Once you've pressed
the hold button, quickly work to
address the customer's problem as
quickly as possible.

19. "Don't" Talk with Your Mouth Full
• Don't pick up the phone with your
mouth full. This makes it difficult for the
caller to understand you -- and is
frustrating-- especially if the call is
urgent

20. "Don't" Speak too Loudly or Softly
• Answer the phone in the volume that
you normally speak.
• Speaking softly will make it challenging
for the caller to understand what you're
saying.

21. "Don't" use Slang Words
–Using slang or shortened words during
phone conversation is inappropriate
and unprofessional. For instance, if
you have to check on something for
the customer, say "just a moment,"
not "hold on a sec".

22. “Don't” Answer the Phone Casually
• At home, answer the phone with
"(family last name) residence"; greet the
caller according to the time of day.
• Instead of simply saying "hello" when
answering a business phone, state the
name of the business or state the
company's slogan immediately.

23. The 20 Rules of
Subject Verb
Agreement in
Standard English

24. The 20 Rules of Subject Verb Agreement in
Standard English
1. Subjects and verbs must agree in
number. This is the cornerstone
rule that forms the background of
the concept.
The dog growls when he is angry.
The dogs growl when they are angry.

25. 2. Don’t get confused by the
words that come between the
subject and verb
The boy who is eating apples
plays the piano well.

26. 3. Prepositional Phrases
 Prepositional Phrases between the
subject and verb usually do not
affect agreement.
The colors of the rainbow are
beautiful.

27. HERE OR THERE
4. When sentences start with “there” or
“here,” the subject will always be
placed after the verb, so care needs to
be taken to identify it correctly.
There is the dog that lost its bone.
Here are the employees of Far East Hotel.

28. IDENTIFY THE SUBJECT FIRST
5. Subjects don't always come before verbs
in questions. Make sure you accurately
identify the subject before deciding on
the proper verb form to use.
Does Leffy usually eat grass?
Where are the pieces of this puzzle?

29. AND
6. If two subjects are joined by and,
they typically require a plural verb
form.
The cow and the pig are jumping over
the moon.

30. 7. The verb is singular if the two
subjects separated by and refer
to the same person or thing.
Red beans and rice is my mom's
favorite dish.

31. 8. If one of the words each, every,
or no comes before the subject,
the verb is singular.
No smoking or drinking is
allowed.Every man and woman
is required to check in.

32. 9. If the subjects are both singular
and are connected by the words or,
nor, neither/nor, either/or, and not
only/but also the verb is singular.
Either Jessica or Christian is to blame
for the accident.

33. 10. The only time when the object of the
preposition factors into the decision of
plural or singular verb forms is when
noun and pronoun subjects like some,
half, none, more, all, etc. are followed by
a prepositional phrase. In these
sentences, the object of the preposition
determines the form of the verb.
All of the chicken is gone.
All of the chickens are gone.

34. 11. The singular verb form is
usually used for units of
measurement.
Four liters of gasoline was
required to get the car running.

35. 12. If the subjects are both plural and
are connected by the words or, nor,
neither/nor, either/or, and not
only/but also, the verb is plural.
Dogs and cats are both available at the
pound.

36. 13. If one subject is singular and one
plural and the words are connected by
the words or, nor, neither/nor,
either/or, and not only/but also, you
use the verb form of the subject that
is nearest the verb.
Either the bears or the lion has escaped
from the zoo. Neither the lion nor the
bears have escaped from the zoo.

37. 14. Indefinite pronouns
typically take singular verbs.
Everybody wants to be loved.
(anybody, anyone, someone,
somebody, everyone,
everybody, no one, nobody)

38. 15. Except for the pronouns (few,
many, several, both, all, some)
that always take the plural form.
Few were left alive after the flood.

39. 16. If two infinitives are separated
by and they take the plural form
of the verb.
To walk and to chew gum require
great skill.

40. 17. When gerunds are used as the
subject of a sentence they take the
singular verb form of the verb, but
when they are linked by and they
take the plural form.
 Standing in the water was a bad
idea.
Swimming in the ocean and playing
drums are my hobbies.

41. 18. Collective nouns like herd,
senate, class, crowd, etc.
usually take a singular verb
form.
(troop, platoon, school, group,)
The herd is stampeding.

42. 19. Titles of books, movies,
novels, etc. are treated as
singular and take a singular
verb.
The Avengers is a movie starring
Robert Downey, Jr.

43. 20. Final Rule – Remember, only
the subject affects the verb!