This presentation is about 7 Cs of communication that influence speaking and expressing.

1. The 7 C’s of Communication
Speaking & Expressing

2. Have you been Understood?
• Protocols
• Process
• Communication
• Feedback
How you Speak, whether it is understood?

3. The most important “C” of Communication

5. LG LG LG

6. How we Articulate – the 3 V’s
Verbal
Vocal
Visual
What we Say & How we Say

7. Speaking & Expressing
• Conveying and or
Requesting information
• Giving & Receiving
Feedback
1. Clear
2. Concise
3. Complete
4. Correct
5. Consideration
6. Courtesy
7. Consequences
Barriers

8. Examples
1. The meeting is kept after Breaking for Tea
2. You need to focus more
3. You are required to collect more relevant data
4. The customer is waiting for you for so long

9. 1. Clear – Clarity
• Emphasize what is of key importance
• De-emphasize what is of secondary importance
• Eliminate what is of no-importance
• Be Specific
– Ask yourself, who, what, when, where, how, and why?
• Easy to understand and simple

10. Examples
1. The consideration for your work will be paid by the
accounts department after the completion of the
entire work
2. The meeting for tomorrow is scheduled after lunch
at 2:30 PM in the afternoon
3. OK
4. Pls do asap

11. • Clear & to the Point
• Long as necessary
• Short as possible
• It means covering all the ideas of key importance you
have identified, and all the ideas of secondary
importance needed to support and/or elaborate
these key ideas
2. Concise

12. 1. You are always late
2. Your report is never on time
3. Always, this is your problem
4. I have to go home early today
Examples

13. • Are facts, figures and data organized into Logical
Information
• Is the information Relevant to the other person /
situation
• Are Misconception, Misinterpretation,
Misunderstanding eliminated
3. Complete

14. • grammer may be complicate. Frustrating and Boring;
but look at the bright site if you werent; doing this
you’d probably be studying accounting.
• Ram and Shyam is special friends
• Every employee have a unique employee code
• Here is/are my reasons for quitting
• There is/are no need to pay me
Examples

15. • Correctness in communication implies that there are
no grammatical errors in communication
• It makes use of appropriate and correct language in
the message
• If the communication is correct, it boosts up the
confidence level
4. Correct

16. 1. I will not be responsible if the system does not work
2. Come what may, I want the damn thing to be up
and working
3. I regret to inform you that I will have to take stern
action against you
Examples

17. • Courtesy in message implies the message should
show the sender’s expression as well as should
respect the receiver
• The sender of the message should be sincerely
polite, judicious, reflective and enthusiastic
• You approach
• Verbal, Vocal & Visual
5. Courteous

18. • I am not sure, I will try
• Which report are you talking about
• Sorry, I am not responsible
• It is all because of you
• What can I do, there was a traffic jam
Examples

19. • Envisage Listeners view points, background, mind-set,
requirement, emotions, problems, education level, etc.
• Empathize with the audience and exhibit interest in
the audience.
• Emphasize on “what is possible” rather than “what is
impossible”.
6. Consideration

20. • Swamiji in Las Vegas
• Clean up the place tomorrow
Examples

21. • What if my communication fails?
• Who will be responsible?
• What will be the threat?
7. Consequences

22. • Express without being LG
• Express what you think and feel, using “I” statement
and the 7 C’s
• Be open, direct, honest, appropriately at the right
time, without feeling guilt or emotional
• Avoid blaming, complaining, criticizing
• Do not react
Giving Feedback

23. • Describe the behavior, not the person.
• Envision the future and turn it into a conversation
• Ask, don't tell; Turning statements into questions to
involve and inspire
Giving Feedback

24. • Action, what happened
• Bring out your feeling, how you think & feel
• Clarify the consequence
• Recommend alternative suggestions
ABCR model of giving Feedback

25. 1. A team member is late and is not able to complete his
deadline; needs to be communicated.
2. You do not understand your customers view point on the
call, how do you interrupt the conversation? How do you
inform the customer to repeat?
3. Even after the customer repeats a couple of times, it is
unclear, and you are unable to understand customers view
point, what would be your response?
4. In the process on working on your project, at times, certain
issues go beyond your capacity and control, how do you
escalate the same.
Case Examples for Practicing Feedback

26. • In communication if the objective is clear the
communication becomes easy and effective.
• Ex: Compulsory meeting tomorrow at 9am
• Ex.(objective): Meeting tomorrow at 9am for the
discussion of new systems policy.
Objective in Communication

27. 1. Plan the Content (C’s of Communication)
2. Structure it according to the need and situation
3. Plan the Message Delivery
4. Barriers while Expressing
5. How to overcome Barriers
6. Give and Receive Feedback
7. Focus on Positive Mirroring
Speaking & Expressing Plan

28. How to Ask Questions to Get The Results You Want:
The Monk's Method
• In delivering communication skills training workshops to various groups over the past
fifteen years, I came to depend on the following funny story to illustrate how the
way people ask a question can determine the answers they get. I labeled this
questioning technique, "The Monk's Method." Two monks were praying, walking and
talking as they do all day long. The junior monk said to the senior monk. "I'm
surprised you're allowed to smoke while walking around and praying here in the
monastery my dear brother. When I joined the monastery I asked our Head Monk
about smoking and his answer was a resounding no. How come you are able to
smoke with no problem? The senior monk smiled and said, "Am I right to assume, my
dear brother, that you asked the Head Monk whether it was alright for you to smoke
while praying? "Yes," said the junior monk. "I asked him whether it was alright for
me to smoke while praying, and he looked at me disapprovingly and said, "Of course
not. I'm surprised you would even ask."
• "Ah!," exclaimed the senior monk. "You didn't know how to ask my dear brother. It
all depends on how you put it. When I joined the monastery, I too asked the Head
Monk about smoking, but in a slightly different manner. I asked him: "Dear Master, Is
it alright for me to pray while smoking?" And he said, "But of course my son. You can
pray anytime."
• In asking questions, as well as in all other aspects of communication, it's not what
you say that counts, but how you say it.

29. The Impact of Questions
• Appreciate how learning to ask positive question can
improve team effectiveness.
• Recognize that asking questions is a communications
skill, just like speaking clearly or listening effectively.
• Develop the ability to use inflection, phrasing, and
timing to ask positive questions.
• How To Ask Positive Questions
• Employees who can properly ask questions will deal
better with all colleagues throughout the entire
organization.

30. Talking, Persuading and Influencing Tools
• Giving Effective Praise that portrays sincerity and generates motivation and
enthusiasm.
• Delivering Criticism without creating confrontation and conflict
• Conducting or participating in effective Performance Review sessions
• Conducting or participating in an effective Interview for a new job or
promotion
• Making an Apology that touches the heart and convinces the mind.
• Asking Effective Questions to probe for facts and provoke for ideas.
• Arguing without Offending
• Communicating to Build Rapport and Create Trust
• Communicating to Create Collaboration and Engagement
• Communicating to Resolve Conflict and Reach Agreement

31. One Day Communication Skills Workshop on
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