The document outlines the importance of effective communication and interpersonal skills in the workplace, emphasizing techniques for enhancing self-esteem, asking the right questions, and overcoming presentation nerves. It covers various communication methodologies, active listening, and understanding different personality types to better engage with clients. Additionally, it addresses the development of a professional image and courteous behaviors essential for building relationships and handling customer interactions.

1. WELCOME
IMPACTFUL COMMUNICATION &
INTERPERSONAL SKILLS

2. LEARNING OBJECTIVES
• Describe the importance of communication
and interpersonal skills.
• Learn how to use communication strategies to
enhance self-esteem in your workplace and
how to motivate co-workers to take on new
challenges, to strive to manage effectively and
to reach corporate goals.

3. LEARNING OBJECTIVES
• Acquire the skills on how to ask the right
questions to gather information and to check
whether your message has been understood.
• Create a win-win situation by applying human
relationship principles when dealing with
prospects and potential customers.

4. IMPROMPTU PRESENTATION
Making your short 2
minutes presentation
about yourself.

5. • Aim/purpose &
context
• Planning &
preparation
• Delivery
• Overcoming nerves
GIVING PRESENTATIONS

6. PURPOSE & CONTEXT
• To inform, train,
persuade, entertain,
sell or demonstrate?
• Who is the audience?

7. PURPOSE & CONTEXT
• How much time do
you have?
• Where is the venue?
• Formal or informal?

8. PLANNING & PREPARATION
• Relevance to aim and
audience!
• Gather material
relevant to message
• Key points only!

9. PLANNING & PREPARATION
Structure the material
• Intro = catch attention
• Middle = logical,
chunks
• End = summarize main
points

10. PLANNING & PREPARATION
• Use of notes
• Use of visual aids –
KISS!
• Rehearse

11. DELIVERY
• Check room, time,
equipment
• Awareness of self –
voice, body language,
confidence
• Dealing with questions

12. PRESENTATION TIPS
• Be aware of verbal
language
• Be aware of non-verbal
language
– Eye contact
– Hands/gestures
– Posture
– Face audience
– Clothes

13. OVERCOMING NERVES
• Reasons for feeling
nervous:
– Lack of experience
– Lack of preparation
– Lack of enthusiasm
– Negative self-talk

14. MODULE 1
THE POWER OF
COMMUNICATION

15. COMMUNICATIONS
• Occurs between two
or more people
• A process of sending ,
receiving and
understanding
message

16. COMMUNICATON BARRIERS
• Environment noise
• Difference in language
& cultural background
• Poor listening skills
• Poor personal hygiene

17. THE COMMUNICATION PROCESS
Encoding
Decoding
Encoding
Understanding
Decoding
Feedback Channel
Sending Channel
Understanding
ReceiverSender

18. FACTORS AFFECTING INTERPERSONAL
COMMUNICATION @ WORK
1. Personal appearance
2. Language
3. Noise
4. Overload
5. Emotion
6. Gaps
7. Inconsistency

19. WHY INTERPERSONAL
COMMUNICATONS ?
• Necessary for relating
and working with
others

20. WHY INTERPERSONAL
COMMUNICATONS ?
• Effective
communication skills
–listening and
expressing

21. WHY INTERPERSONAL
COMMUNICATONS ?
• Ability to give and
receive feedback

22. WHY INTERPERSONAL
COMMUNICATONS ?
• Being able to work
well in teams or
groups

23. BENEFITS OF INTERPERSONAL
COMMUNICATIONS
• Personal
relationships

24. BENEFITS OF INTERPERSONAL
COMMUNICATIONS
• Professional
relationships

25. BENEFITS OF INTERPERSONAL
COMMUNICATIONS
• Employment
related skill

26. MODULE 2
SEEK TO UNDERSTAND
AND ASK THE RIGHT
QUESTIONS

27. HEARING VS. LISTENING
“Was I paying
attention?”

28. HEARING
Hearing is simply the
act of perceiving sound
by the ear.

29. LISTENING
Listening, however, is
something you
consciously choose to
do.

30. LISTENING
Listening requires
concentration so that
your brain processes
meaning from words
and sentences.

31. LISTENING
Listening leads to
learning.

32. THE ROLE OF YOUR PEOPLE SKILLS
Your
Knowledge
15%
Your
People
Skills
85%
It is estimated
that 15% of your
success comes
from your skills
& knowledge
while 85%
comes from your
ability to connect
with other
people and gain
their trust and
respect

33. GREAT LISTENERS
Listeners
80%
Speakers
20%
COMMUNICATORS
80% of
people
prefer to
talk to
great
listeners,
not great
speakers

34. BARRIERS TO ACTIVE LISTENING
• We ‘know’ what we
are going to hear
• We judge delivery
(how they say it), not
content (what they
say)

35. • We are seeking
confirmation not
information
• What’s being said is
getting in the way of
what needs to be said
BARRIERS TO ACTIVE LISTENING

36. EFFECTIVE LISTENING TECHNIQUES
• Have an open mind
• Face the speaker
• Noting and reflecting
emotions
• Be patient
• Listen for the whole
message

37. EFFECTIVE LISTENING TECHNIQUES
• Be curious
• Listen also with your
eyes
• Be attentive but relaxed
• Paraphrasing
• Summarizing

38. EFFECTIVE LISTENING TECHNIQUES

39. LEVELS OF LISTENING
IGNORING
Actively deciding not to
be attentive.

40. LEVELS OF LISTENING
PRETENDING
Actively deciding not to
be attentive, but acting
as if you are.

41. LEVELS OF LISTENING
SELECTIVE
Tuning in for key words
or phrases that are of
interest to you, in order
to respond

42. LEVELS OF LISTENING
EMPHATIC
Appreciating the other
person’s frame of
reference. It is not
necessarily agreeing with
their position, but it is
acknowledging that they
do have an opinion.

43. YOUR SCORE
A = B = C =
Mostly A’s – You are a visual communicator
Mostly B’s – You are an auditory communicator
Mostly C’s – You are a kinesthetic communicator

44. THE VISUALS – “SEE” THE WORLD
• Think by making
pictures in their mind
• Able to understand
something better if they
see it
• Appearance is very
important

45. THE AUDITORIES – ‘HEAR” THE WORLD
• Think by analyzing sound
• Get more information
from how you say things
than from what you are
saying
• Love to hear themselves
and others talk

46. THE KINETHETICS – “FEEL” THE WORLD
• Act on what they feel
• Get more information
from touch, emotions
and gut feeling
• Love to touch people
and things

47. ESSENTIAL QUESTIONING TECHNIQUES
WHY
WHAT
WHENWHERE
HOW

48. RULES IN CONVEYING MESSAGE
1. Get ready
2. The receiver is
ready
3. Eye contact
4. Right words
5. Show what you
mean – with non-
verbal cues.

49. RULES IN CONVEYING MESSAGE
6. Repeat important
message
7. Use the right
channel
8. Avoid interruptions
9. Give chances to
ask questions
10.Follow-up – check
with the receivers.

50. MODULE 3
COMMUNICATION
TECHNIQUES TO
SUSTAIN AND IMPROVE
RESULTS

51. FACE TO FACE COMMUNICATION
Body Language,
50%
Tone of Voice,
40%
Words, 10%

52. DELIGHTING CUSTOMER’S THROUGH “WOW” EXPERIENCE
Meeting
customer “Needs”
but does not meet
customer “Wants”
Exceeding customer
“Needs” and
meeting customer “Wants”
Exceeding
customer “Needs”
and “Wants”
OK
Satisfied
Delighted
(Wow)
SKILL NO.1: UNDERSTANDING CLIENT’S NEEDS, WANTS & DESIRES

53. Appearance:
Your body language, clothing attire and overall posture.
Personality:
Your behavior, communication skills and attitudes toward
people.
Competencies:
Your special skills fulfilling task requirements.
Differentiation:
What separates you from others and leaves a lasting
memory in the minds of others.
1. In just a few seconds and with a brief glance, a customer will evaluate who you
are based upon your appearance and personality.
2. Give the impression that you are competent, knowledgeable and professional
SKILL NO.2: CREATING A POSITIVE IMAGE WITH CLIENTS

54. S Say out greeting & name
A Ask questions
L Letting our sincere praise
A Acknowledge
M Make Advice / Make way
~ SALAM MESRA ~
HOW TO MAKE A PROPER INTRODUCTION
SKILL NO. 3 : HANDLING CLIENTS FACE-TO-FACE

55. ~ SALAM MESRA ~
M Making eye-contact
E Express feeling through “facial expressions”
S Smile, Shake hand
R Reduce your distance
A Acknowledge through nodding
HOW TO MAKE A PROPER INTRODUCTION

56. STEP 1: PUTTING YOUR BEST EAR FORWARD
a) Listen to the customer’s opening statement
b) Write down or input key points
c) Listen without interrupting
d) Show the customer you are helping your full attention
STEP 2: SAYING HELLO - THE OPENER
a) Answer by the third ring
b) Give the name of your business, your name and an opening statement or
question
c) Sound enthusiastic and be ready to help
d) Work on relationship building from the beginning of the contact.
STEP 3: BETWEEN HELLO & GOODBYE - HELPING THE CUSTOMER
a) Assure the customer you can help
b) Summarize the customer’s opening statement
c) Verbalize what you are doing
d) Put your personal touch into the contact
e) Before a lengthy pause, tell the customer what is happening
f) When putting customers on hold, explain why.
STEP 4: SAYING GOODBYE - THE CLOSER
a) Recap what you are going to do
b) Gain the customer’s acceptance and confidence
c) Ask if you can help with anything else
d) Give your name again
e) Thank the customer for calling your company
SKILL NO. 4:- HANDLING CLIENTS THROUGH THE PHONE

57. MODULE 4
BUILDING SELF
CONFIDENCE FOR
CORPORATE
PROFESIONALISM

58. TYPES INTROVERT EXTROVERT
Facts
COMPLIANCE
(Analytical)
This customer likes to know all the
details before making a decision
Accuracy is important to them.
DOMINANCE
(Controller)
This customer likes to know the
key points and then get on with
making the decision and taking
action.
Results are important to them.
Feelings
INFLUENCE
(Supporter)
This customer likes to get to know
the people involved before making
decisions.
Good relationships are important to
them.
STEADINESS
(Enthusiast)
This customer likes the
excitement of new possibilities
and makes quick, confident
decisions based on the overall
feel of the situation.
UNDERSTANDING YOUR CLIENTS’ PERSONALITIES
KNOWING YOUR CLIENTS PERSONALITY

59. GROUP DISCUSSION
Discuss among your team members on how to handle the following customers:
DOMINANCE
INFLUENCE
STEADINESS
COMPLIANCE

60. SUGGESTED SOLUTIONS
DOMINANT
• Fast & competent
• Work discipline
INFLUENCE
• Establish relationship
STEADINESS
• Allow time for decision& provide support
COMPLIANCE
• Requires fact & figures
• Needs time to decide to avoid risk

61. 1. Handle the person first then the problem
2. Apologize
3. Show empathy
4. Find solution
5. Make recovery process
6. Offer compensation (depends on the situation)
7. Follow up
HUMAN SKILLS AND COURTESY IN HANDLING COMPLAINTS

62. DEVELOPING A PERSONAL
PROFESSIONAL IMAGE
1. Dress to suit the office environment
2. Ensure that your clothes are comfortable
to wear and made of good quality fabric.
3. Never wear clothes that are too tight for
they make a thin person look skinny and
a large person look twice as heavy.
4. Avoid trendy styles.
5. Your hairstyle should complement the
shape and features of your face. Ensure
hair is well-combed and dandruff-free.

63. DEVELOPING A PERSONAL
PROFESSIONAL IMAGE
6. Avoid sneakers, sports shoes and
jeans
7. Avoid using a strong perfume
8. Shoes should be clean, polished
and free of scuff marks.
9. Fingernails should be trimmed
and clean.
10. No visible tattoos to avoid
distraction.

64. GROOMING GUIDELINES @ MEN
1. Make sure you wear the corporate
uniform professionally.
2. Trousers should have a good straight
crease front and back and break once
only before hitting the shoe at the front
of the foot.
3. Avoid large belt buckles.
4. Ensure that the tie is properly knotted
with its tip ending at the middle of the
belt or at lease touching the top of your
belt buckle.

65. GROOMING GUIDELINES @ MEN
5. Match the colour of the shoes with
that of the trousers. The usual
business shoe colours are black or
dark brown.
6. Socks should preferably be of one
solid colour. The preferred colours are
blue, black, dark brown or grey.
7. Use a good quality pen which
contributes to a polished image.
8. Limit jewellery to an attractive watch.

66. BUSINESS CARD ETIQUETTE
Business cards are an internationally recognized means of
presenting personal contact details, so ensure you have a
plentiful supply.
- Demonstrating good business etiquette is merely a means of
presenting yourself as best you can.
- Business cards are generally exchanged at the beginning of
or at the end of an initial meeting.
- Good business etiquette requires you present the card so
the recipient’s language is face up.
Do’s Don’ts
Be prepared Don't hand out torn or worn business cards
Make it a point to hand out
business cards
Don’t hand out more than one card to a
new contact
Receive a business card properly Don’t place it in a bag, pocket or wallet
Exchange business cards
smoothly
Take advantage of free advertising

67. BUSINESS HAND SHAKE
Tips on Business Hand-Shake
• Sincere smile
• Eye contact
• Proximity
• Firm grip
• Pleasant facial expression

68. INTRODUCTORY SCENARIOS
Skills Yes No Not often
enough
1. Hand shake / greetings?
2. Exchanging business card
3. Do you look customers in the eye?
4. Do you approach them with a smile?
5. Do you ask questions that indicate
your interest in helping them?
6. Do you listen to their answers with
real interest?
7. Do you respond in such a way that they
know you understand their needs?
8. Do you try to make customers feel
important?
During introductory sessions with customers…………

69. THANK YOU
WINNING DOESN’T ALWAYS MEAN
BEING FIRST – WINNING MEANS YOU’RE
DOING BETTER THAN YOU’VE DONE
BEFORE
SUCCESS MEANS – KNOWING MORE
THAN THE OTHERS, WORKING MORE
THAN THE OTHERS & EXPECTING LESS
THAN THE OTHERS