This document provides an overview of effective communication skills. It discusses various types of communication including written, verbal, and nonverbal. It covers topics like memos, letters, emails, meetings, phone calls, body language, and tone of voice. The document also addresses communication flows in organizations, listening skills, questioning techniques, and dealing with different personalities. Tips are provided for face-to-face interactions, phone calls, meetings with bosses, and creating a positive first impression. The overall aim is to help people develop strong communication abilities.

1. WELCOME
IMPACTFUL COMMUNICATIONS SKILLS

2. MODULE 1
• COMMUNICATIONS
BASICS

3. WHAT IS COMMUNICATION?
• Process of sending &
transferring message
to another person

4. WHAT IS COMMUNICATION?
• Process of creating an
understanding where
both the sender & the
receiver clearly
understand the
message

5. TYPES OF COMMUNICATION FLOWS
• ONE WAY
• Where the sender
does not expect any
feedback from the
receiver

6. TYPES OF COMMUNICATION FLOWS
• TWO WAY
• Where the senders
seeks feedback from
the receiver and the
message is clearly
understood

7. INFORMATION FLOW IN ORGANIZATIONS
-FORMAL CHANNELS
Downward flow
Upward flow
Managers Supervisors
Subordinates Supervisors
Coworkers
Coworkers
Horizontal flow

8. TYPES OF COMMUNICATION FLOWS
• UPWARD
• Reports, comments
from subordinates to
superiors

9. TYPES OF COMMUNICATION FLOWS
• DOWNWARD
• Instructions,
important
information's from
superiors to
subordinates

10. TYPES OF COMMUNICATION FLOWS
• HORIZONTAL
• Shared information to
coordinate task and
solve problems and
conflicts

11. TYPES OF COMMUNICATION FLOWS
• GRAPEVINE
• Informal, casual,
rumors mongering
among any group of
people

12. WRITTEN COMMUNICATION
MEMO
 From: (person or group sending the memo)
 To: (person or group to whom the memo is addressed)
 RE: (the subject of the memo, this should be in bold)
 The term "memorandum" can be used instead of "memo".
 A memo is generally is not as formal as a written letter.
However, it is certainly not as informal as a personal letter.

13. WRITTEN COMMUNICATION
FORMAL LETTER
1. Your Address
The return address of the sender of the letter so the recipient can easily find out
where to send a reply to. Skip a line between your address and the date. (Not
needed if the letter is printed on paper with the company letterhead already on
it.)
2. Date
Put the date on which the letter was written in the format Month Day Year i.e.
August 30, 2003. Skip a line between the date and the inside address (some
people skip 3 or 4 lines after the date).
3. Inside Address
The address of the person you are writing to along with the name of the recipient,
their title and company name, if you are not sure who the letter should be
addressed to either leave it blank, but try to put in a title, i.e. "Director of Human
Resources". Skip a line between the date and the salutation.

14. WRITTEN COMMUNICATION
FORMAL LETTER
4. Salutation
Dear Ms./Mrs./Mr. Last Name:, Dear Director of Department Name: or To
Whom It May Concern: if recipient's name is unknown. Note that there is
a colon after the salutation. Skip a line between the salutation and the
subject line or body.
5. Subject Line (optional)
Makes it easier for the recipient to find out what the letter is about. Skip a
line between the subject line and the body.
6. Body
The body is where you write the content of the letter; the paragraphs
should be single spaced with a skipped line between each paragraph. Skip
a line between the end of the body and the closing.

15. WRITTEN COMMUNICATION
FORMAL LETTER
7. Closing
Let's the reader know that you are finished with your letter; usually ends with
Sincerely, Sincerely yours, Thank you, and so on. Note that there is a comma after
the end of the closing and only the first word in the closing is capitalized. Skip 3-4
lines between the closing and the printed name, so that there is room for the
signature.
8. Signature
Your signature will go in this section, usually signed in black or blue ink with a pen.
9. Printed Name
The printed version of your name, and if desired you can put your title or position
on the line underneath it. Skip a line between the printed name and the enclosure.

16. WRITTEN COMMUNICATION
FORMAL LETTER
10. Enclosure
If letter contains other document other than the letter itself your letter will include
the word "Enclosure." If there is more than one you would type, "Enclosures (#)"
with the # being the number of other documents enclosed that doesn't include
the letter itself.
11. Reference Initials
If someone other than yourself typed the letter you will include your initials in
capital letters followed by the typist's initials in lower case in the following format;
AG/gs or AG:gs.

17. WRITTEN COMMUNICATION
EMAIL
 A heading is not necessary in an email (your return
address, their address, and the date).
 Use a descriptive subject line.
 Avoid using an inappropriate or silly email address,
register a professional sounding address if you don't
have one.
 Use simple formatting, keep everything flush with the
left margin; avoid special formatting and tabs.

18. WRITTEN COMMUNICATION
EMAIL
 Keep your letter formal, just because it's an email instead of a hard
copy is no excuse for informality (don't forget to use spell check and
proper grammar).
 Try to keep your letter less than 80 characters wide, some email
readers will create line breaks on anything longer and ruin the
formatting.
 If possible avoid attachments unless the recipient has requested or
is expecting an attachment. If it is a text document, simply cut and
paste the text below your letter and strip off any special formatting.
 If the persons name is unknown, address the person's title i.e. Dear
Director of Human Resources

19. WRITTEN COMMUNICATION
EMAIL
 Email is much less formal than a written letter. Emails
are usually short and concise.
 If you are writing to someone you don't know, a
simple "Hello" is adequate. Using a salutation such as
"Dear Mr. Smith," is too formal.
 When writing to someone you know well, feel free to
write as if you are speaking to the person.

20. WRITTEN COMMUNICATION
EMAIL
 Use abbreviated verb forms (He's, We're, He'd, etc.)
 Include a telephone number to the signature of the email.
This will give the recipient the chance to telephone if
necessary.
 It is not necessary to include your email address as the
recipient can just reply to the email.
 When replying eliminate all the information that is not
necessary. Only leave the sections of text that are related
to your reply. This will save your reader time when reading
your email.

21. MODULE 2
THE VALUE OF GOOD
COMMUNICATION
SKILLS

22. WHAT ARE INTERPERSONAL SKILLS?
Interpersonal Skills
are the life skills
needed to:-
• communicate
• interact
• get along with other
people.

23. WRITTEN COMMUNICATON
• Written : Letters,
memos and
reports

24. WRITTEN COMMUNICATON
• Newsletters and
policy manuals

25. VERBAL COMMUNICATON
• Oral
communication :
Face-to-face
conversations

26. VERBAL COMMUNICATON
• Telephone calls,
speeches and
meetings

27. NON VERBAL COMMUNICATION
• Facial expressions
• Gestures

28. NON VERBAL COMMUNICATION
• Body posture

29. NON VERBAL COMMUNICATION
• Tone of voice
• Interpersonal space

30. MODULE 3
FACTORS INSPIRING
COMMUNICATION

31. COMMUNICATION CHALLENGES @WORK
 Please list down 5
Interpersonal
challenges which you
have encountered.
 Segregate your answers
by “within your
control” and “beyond
your control”.

32. COMPATIBILITY
Avoid ill feelings and
misunderstanding

33. COMMUNICATION
• Interact frequently
• Discuss issues face to
face
• Reach mutually
acceptable solutions

34. FLEXIBILITY
• Do not over react
• Stay calm
• Be the first to
apologize
• Do not drag issues
unnecessarily

35. HONESTY
• Do not lie
• Do not hide things
• Think before you
speak

36. TYPES INTROVERT EXTROVERT
Facts
COMPLIANCE
(Analytical)
This person likes to know all the details
before making a decision
Accuracy is important to them.
DOMINANCE
(Controller)
This person 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 person likes to get to know the
people involved before making decisions.
Good relationships are important to them.
STEADINESS
(Enthusiast)
This person likes the excitement of
new possibilities and makes quick,
confident decisions based on the
overall feel of the situation.
UNDERSTANDING PERSONALITIES

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

38. MODULE 4
THE ART OF DYNAMIC
COMMUNICATIONS

39. TYPES OF STROKINGThe person is appreciated or
praised for having done or
achieved something in an
acceptable way.
Person is reprimanded or scolded or
criticized for not fulfilling a condition
in an acceptable manner.
Here the person is appreciated
without any condition. Person is
appreciated for being and not
necessarily for doing.
This stroke is also not for doing but for
being a person who gets criticized by
someone else. The person giving this
stroke just happens to dislike the
other person for his own fancy.
ConditionalUnconditional
+ve -ve
NEUTRAL OR INDIFFERENT STROKE : Ignoring a person totally and
act as if he does not exist.
Definition: “Any form of attention you give or receive”

40. PRACTICE POSITIVE STROKING
• Please write down at
least 3 possible positive
stroking while
communicating with
your staffs, colleagues
or superior

41. THE NEED TO BE ASSERTIVE
WHAT IS
ASSERTIVENESS?
• Assertiveness is
standing up for your
right
• To be treated fairly

42. THE NEED TO BE ASSERTIVE
• WHAT IS ASSERTIVENESS?
• It is expressing your
opinions, needs, and
feelings
• Without ignoring or
hurting the opinions,
needs, and feelings of
others.

43. ASSERTIVE SELF ANALYSIS
• Based on your
assertion self analysis
are you:
a.Passive?
b.Aggressive?
c. Assertive?

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

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

46. BARRIERS TO ACTIVE LISTENING
• We are seeking
confirmation not
information

47. EFFECTIVE LISTENING TECHNIQUES
• Encouraging
• Pretending ignorance
• Noting and reflecting
emotions
• Paraphrasing
• Summarizing

48. ESSENTIAL QUESTIONING TECHNIQUES
WHY
WHAT
WHENWHERE
HOW

49. MODULE 5
PRACTICAL GUIDE TO
COMMUNICATION

50. FACE TO FACE COMMUNICATION
creating a positive image
Body Language,
50%
Tone of Voice,
40%
Words, 10%

51. CREATE THE FIRST PROFESSIONAL IMPRESSION
• Appearance
Your body
language, clothing attire
and overall postures.

52. CREATE THE FIRST PROFESSIONAL IMPRESSION
• Behaviour/ Personality
Your
behaviour, communication
on skills and
attitudes towards
people.

53. CREATE THE FIRST PROFESSIONAL IMPRESSION
• Competencies
Your
abilities, commitments,
knowledge, and skills to
act effectively in a job or
situation

54. CREATE THE FIRST PROFESSIONAL IMPRESSION
• Differentiation
What separates you from
others and leaves a
lasting memory in the
minds of others.

55. MEETING FACE TO FACE
• Greet & introduce
yourself
• Smile & shake hands
(exchange business
cards)
• Make eye contact
• Reduce your distance

56. MEETING FACE TO FACE
• Letting our sincere
praise
• Start conversation
• Acknowledge through
nodding
• End conversation –
make way

57. 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) Greet, 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.
HANDLING CLIENTS THROUGH THE PHONE

58. 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
HANDLING CLIENTS THROUGH THE PHONE

59. GETTING ALONG WITH YOUR BOSSES
• Start on a positive
note
• Know your meeting
objective
• Know when to
propose your idea

60. GETTING ALONG WITH YOUR BOSSES
• Prepare your fact &
figures, not your
opinion
• Forecast the response
& question from your
Boss

61. GETTING ALONG WITH YOUR BOSSES
• Practice empathy to
understand your Boss
• Don’t raise a problem
without a solution
• Give suggestions and
be prepared to
compromise

62. GETTING ALONG WITH YOUR BOSSES
• Ask questions and
seek consent
• Get approval and
commitment from
your Boss

63. 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