This document discusses various communication skills including oral communication, written communication, listening skills, questioning skills, feedback skills, presentation skills, and group discussion skills. It provides details on the differences between oral and written communication. It also outlines best practices for skills like telephone communication, public speaking, conducting presentations, active listening, asking effective questions, and giving constructive feedback. The overall document serves as a guide to developing strong interpersonal and professional communication abilities.

1. By Keerthana Nair

2.  Introduction
 Difference between oral and written
communication
 Conversational skills
 Telephone skills
 Public speaking
 Presentation skills
 Listening skills
 Questioning skills
 Feedback skills
 Group discussion

3.  Effective communication
 Methods to express thoughts
 Managerial management
 Common function

4. Written communication Oral communication
1.nature:
Written communication is Oral communication is
formal in nature and it is rigid. informal and is free from all
formalities.
Record keeping: Oral communication does
Written communication acts not act like evidence. Record
like evidence , it is permanent of oral communication
record e.g. letter and cannot be maintained.
documents which can be
preserved for years.
Time element: Oral communication can be
Written communication is made quickly, there is no
time-consuming and slow. wastage of time.

5. Misunderstanding: Oral communication is sometimes
There are less chances of written misunderstood.
communication to be misunderstood
Accuracy: Whereas in oral communication there
Written communication there is more is less accuracy.it may be casual.
accuracy. while drafting letters more
care can be taken.
Language and possibility of change: Language used is more subject to
In written communication, language change.
used is less subject to change.
Utility: a) Is good when a brief message is to
a) Very useful when legal documents be communicated or an order is to
are to be prepared be placed.
b) Can reach only literate hence it is b) Can reach illiterate as well as semi
of limited use. illitrate;hence it can be used
effectively.

6.  Essential
 Development of good conversation skills
 Good conversationalist are good listeners
 Benefits
 Business environment

7.  Looking at the people who are
talking.
 Choosing words that are not
offensive or confusing to
others.
 Giving other people a chance to
talk.
 Avoid fidgeting, looking away
or yawning.
 Taking turns in the
conversation and saying
"excuse me "when interruption
of others occur.

8.  Crucial managerial skill
 Telephone manner and courtesy
 Control your voice
 Pay attention to:
a) Pitch-index of your confidence
b) Volume-should be loud enough
c) Rate-your message wont get through
d) Quality-essence of warmth
e) Articulation - pronounciation must be clear

9.  4 things to be remembered while greeting:
 Welcome your caller
 Announce the name of your organization
 Introduce yourself
 Let them know you are here to help them.
 Identify yourself
 Offer explanation

10.  Pause to prepare to listen
 Listen as if you will report
 Eliminate clutter
 Choose your time
 Admit your problem

11.  Important method
 Preparing and delivery
 Aware of goals
 Knowledge about subject matter

12.  Speaking from a
manuscript
 Speaking from
memory
 Impromptu delivery
 Extemporaneous
delivery

13.  TIPS FOR
SUCCESSFUL
PUBLIC SPEAKING:
 Know the room.be familiar
with the place in which you
will speak.
 Know the audience. Greet
the audience. Its easier to
speak to a group of friends
than to group of strangers.

14.  Don’t apologize. If you mention your
nervousness for any problems you think you
have with your speech, you may be calling
the audience attention to something they
hadn’t noticed. Keep silent.
 Concentrate on the message-not the medium.
Focus your attention away from your own
anxieties, and outwardly toward your
message and your audience.
 Turn nervousness into positive energy.

15.  Dress appropriately
 Project self-confidence
 Make the listeners feel comfortable
 Make eye contact
 Use nonverbal medium as well
 Modulate your voice
 Speak clearly
 Use good grammar
 Choose words Carefully
 Be perceptive

16.  What is presentation?
 Presentation is a way of
communicating ideas and
information to a group.characterstics
of a good presentation include:
 Content
 Structure
 Packaging
 Human element

17.  Strategy-purpose, audience, movement, eye-
contact.
 Delivering-tone, fluency, confidence, context.
 Handling Q/A-plan, listen, answer,
consistent.
 Designing visual aids- neat, purposeful,
consistent.

18.  Preparing your presentation
 Presentation room and visual aids
 Rehearsing
 Appearance and approach
 Discussion
 Evaluation
 Dealing with nerves
 Handling Q/A

19.  Use large, bold sans-serif fonts between 24 and
36pt
 Keep your slides simple
 The 6*6 or 3*3 rule
 Choose appropriate medium for visual aids
 Creating visual aids
 Using visual aids

20.  Underestimate the sensitivity of an audience.
 Use contemporary colloquialisms
 Touch audience members
 Be defensive
 Lose your temper
 Talk to yourself under your breath
 Waste time at the beginning

21.  Basic listening modes:
 Competitive or combative listening
 Passive or attentive listening
 Active or reflective listening

22.  Types of listening:
 Discriminative listening
 Comprehensive listening
 Critical listening
 Empathic listening

23.  A disparity between the speed at
which we normally speak and the
speed at which our brain can process
data.
 A desire to keep control of the
conversation.
 Difficulty by the listener.
 A desire to demonstrate intelligence
and skills by trying to give the
answer before fully hearing the
question.

24.  To avoid listening errors
caused by inattention.
 To avoid listening errors
caused by self-absorption.
 To reduce listening errors
caused by misinterpretation.
 To avoid listening errors
caused by focusing solely on
facts.

25. principle Good listener Bad listener
1.Look for areas of Seeks personal Turns out dry subjects ,
interest enlighten/ information, narrowly defines what is
entertains new topics as interesting.
potentially interesting.
2.Overlook errors of Attends to meeting and Ignores if delivery is poor ,
delivery content, ignores delivery misses messages because of
errors while being personal attributes of the
sensitive to any message communicator.
in them.
Postpone judgment Avoid quick judgments, Quickly evaluates and
waits until passes judgement,inflexible
comprehension of the regarding contrary
core message is messages.
complete.
Listen for idea Take careful notes and Listen for facts and ideas.
uses a variety of note
taking or recording
schemes depending on
the speaker.

26. principle Good listener Bad listener
Be actively Responds frequently Little energy output
responsive
Challenge Use difficult material to Avoids difficult
your mind stimulate the mind, seeks to material, does not
speed enlarge understanding. seek to broaden
knowledge base.
Capitalize on Uses listening time to Daydreams with slow
mind speed summer4ises and anticipate speakers, becomes
the messages, attends to preoccupied with
implicit message. other thoughts.
Assist and Asks for clarifying information Interrupts, asks
encourage the or examples, uses reflecting trivial questions,
speaker phrases, helps to rephrase the makes distracting
idea. comments.
Take notes Take careful notes and uses a Takes incomplete
variety of note taking or note using one
recording schemes depending system.
on the speaker.

27.  Main types of questions:
 Factual questions
 Interpretive questions
 Evaluative questions

28.  Direct questions
 Return questions
 General questions
 Hypothetical questions
 Probing questions
 The echo questions
 Leading questions
 Strategic questions
 Powerful questions
 Effective questions

29.  The ability to give and receive feedback
is the most important communication
skill that helps in working through any
problem.
 Use softeners and tell the person what
SPECIFIC behavior would be useful for
them to change and improve.
 Always use softeners like `I wonder
if…’,`perhaps you could…’.
 Do not use command words like 'you
should….’,`you need to…’.

30.  How to give effective feed???
 Clarity
 Emphasize the positive
 Be specific
 Focus on behavior rather than the person
 Own the feedback-use `I’ statements.
 Generalizations
 Be very careful with advice

31.  Be descriptive
 Avoid using labels
 Don`t exaggerate

32.  To get the story behind a participant’s
experiences.
 Focus
 Open-ended questions are asked.

33.  Informal, conversational interview-
 General interview guide approach-
 Standardized, open-ended interview-
 Closed, fixed-response interview-

34.  Behaviors
 Opinion/values
 Feelings
 Knowledge
 Sensory
 Background/demographics

35. Sequence of questions:
1) Get the respondents involve in the interview
as soon as possible.
2) Before asking about controversial matters,
first ask about some facts.
3) Ask questions about the present before
questions about the past or future.

36. Wording of questions:
 Wording should be open-ended
 Questions should be as neutral as possible
 Questions should be asked one at time
 Questions should be worded clearly
 Be careful asking “why "questions

37.  Guidelines for facing the job interview:
1. Tell me about yourself
2. Where do you see yourself in five years
3. Who are your favorite references
4. Have you ever owned your own business
5. What is your greatest strength
6. Are you a risk taker
7. Are you self starter
8. How well do you handle change
9. How do you react to criticism from supervisors that
you consider to be unjust
10. How do you resolve disputes with co-workers and
handle conflict

38.  Group process or team
building exercise
 Used in the selection
process
 Team player
 Reasoning ability
 Leadership
 Flexibility
 Assertiveness

39.  Initiative
 Creativity
 Inspiring ability
 Listening
 Awareness
 Interpersonal skills
 Persuasive skills
 Conceptualizing skills
 Problem solving skills

40.  Positive interdependence
 Face-to-face interaction and advocacy
 Individual accountability
 Group processing

41.  Getting started
 how to reframe disagreements in
constructive way
 Common mistakes in group
discussion
 Quality v/s quantity
 Egotism showing off
 Get noticed-but for right reasons
 Managing ones insecurities