26-Mar-16

COMMUNICATION SKILLS
Module 1
Disclaimer: All content and information provided in this document is intellectual property of Mr. Umar Chaudhry. The content of this
document may not be copied, stored digitally, printed, reproduced, republished, posted and/or published online, broadcasted or
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COMMUNICATION - MEANING
• Communication is the exchange of messages
• Communication is a dynamic process…
• through this process we convey a thought or feeling to
someone else.
• how it is received depends on a set of events, stimuli, that
person is exposed to.
• how you say what you say plays an important role in
communication.

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DISPOSITION FOR COMMUNICATION

• As a baby you can communicate

by
• Laughing
• Crying
• Smiling
• Waving Limbs
• Faking a Cry

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COMMUNICATION SKILL
DEVELOPMENT
• Communication skills develop with age (Chronological and emotional)
• Good communication is an acquired skill.
• Heredity may have a role.
• Nurture plays the most profound role
• Culture
• Values
• Personality
• Life Circumstance
• Education (Formal and Informal)

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THE COMMON THREAD

• Visualization
• Dramatization
• Relevance
• Proximity
• Emotional Proximity
• Rational Proximity
• Props

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COMMUNICATION IS A SERIES OF EXPERIENCES

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TOTAL COMMUNICATION PROCESS

Writing
9% Speaking
30%
Reading
16%

Listening
45%
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THE COMMUNICATION PROCESS

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COMMUNICATION PATTERN
• One-way Communication
• Two-way Communication
• Both patterns can exist in following sender and receiver configuration
• Individual-Individual
• Individual-Group
• Group-Individual
• Group-Group

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OTHER MODELS

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LEVELS OF COMMUNICATION
• NON-VERBAL
• Examples are
• Gestures
• Postures
• Movements
• VERBAL
• Intra verbal: intonation of word and sound
• Extra verbal verbal: implication of words and phrases, semantics
• SYMBOLIC

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NON-VERBAL COMMUNICATION
• Non-Verbal communication is culture dependent
• 80 to 90 % of the impact of message in face to face communication is the result of non-
verbal communication
• It is far more revealing than the actual content of a message
• It provides a window into the intended meaning of message
• It includes but not limited to the list below
• Gestures
• Postures
• Movements
• Facial Expression
• Micro-expressions
• Eye contact
• Body Language
• Voice Qualities

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FACIAL EXPRESSIONS
• There are thousands of facial expressions the human being are capable of
• Most facial expression have cultural meaning
• Head wobbling
• Biting of the upper lip
• Some facial expression are universal
• Smiling
• Frown
• Facial expression are less accurate measure of character
• Nodding has no relation to agreeableness
• Smiling has no relation to warmth

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LIFE HACK
• Simile during an interview people associate smiling to friendliness and
warmth
• Nod while you talk to make people agree with you
• To win a negotiation on a deadlock give a little silent treatment

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EYE CONTACT
• Eye contact have different meaning throughout the world
• North America Vs. Asia
• Eye contact depicts confidence in today’s corporate world
• The global culture prevailing today has changed how eye contact is
perceived in the eastern society
• Span of eye contact mean different thing in different settings and between
genders
• A balance must be maintained between eye contact and conversation
• The rules of engagement when it comes to eye contact, is different for one
to one and one to many communicate

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EYE CONTACT
• 6 Way to improve eye contact
1. Talking to a Group
• Don’t look at one person
• Change the focus with each sentence

2. Talking to an individual
• It can become a bit creepy and uncomfortable if you stare intensely in someone
eyes
• Break eye contact every 5 to 10 seconds
• When breaking the eye contact don’t look down as this might indicate the ending of
your part of the conversation
• look up or to the side as if your are remembering something

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EYE CONTACT
• 6 Way to improve eye contact
3. Listening to someone (one to one)
• It can be off putting for the talker if you stare at them too hard
• Rotate your gaze
• Compliment you eye contact with intermittent nods
• Use occasional agreement words such as ‘yes’, ‘Uh –huh’ ‘mm’
4. Arguing
• Compete in an argument holding the gaze as this shows strength.
• Sometimes staring and staying silent is an effective way to win an argument

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EYE CONTACT
• 6 Way to improve eye contact
5. Attracting someone
• Compete in an argument holding the gaze as this shows strength.
• talk and listen with your eyes
• Use the whole face as your focal point
• raise your eyebrows in the appropriate places
• Complement it with a smile
6. Adoring someone
• share a prolonged gaze into each others eyes
• creates a strong bond
• Allow soulful expression though eyes

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LIFE HACK
• Maintain an eye contact during an interview/presentation, people associate
it to confidence, uprightness and self-assurance
• Maintain eye contact when listening to someone, it pacify people who are
easily irritable.
• Never give eye rolls.

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BODY LANGUAGE
• Body language is a series of silent signals that play a vitally important part in
the impression you give to the world.
• Good body language creates
• An air of confidence and positivity
• Puts others at ease
• Negative signals include
• Crossed arms
• Hunched shoulders
• Fidgeting.
• Fiddling with fingers and hair
• Nibbling your nails

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BODY LANGUAGE
• Positive signals include good posture (naturally sitting up straight),
• Appropriate eye contact (don't stare)
• Confident hand gestures (no pointing).
• During conversation, gently leaning towards the other person
• Nodding occasionally to acknowledge agreement conveys interest.
• A (genuine) smile is always a winner.

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BODY LANGUAGE (SOCIAL KISSING)

• Social Kissing is taking over from handshaking
• Men socially kissing one another is still unusual in most cultures.
• Older people may not want to be kissed at all and even if they do not mind they
often only expect one kiss.
• Kiss, right cheek first, for a double kiss
• Air Kiss may be considered rude
• Air Kiss must be
• Impersonal
• Slight contact
• Without sound effects
• Hand kissing is not a norm anymore.
• To avoid social kissing warmly extent your hand

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BODY LANGUAGE (HANDSHAKES)

• Offering to shake hands is never rude, whereas not offering your hand may be seen as standoffish
• Occasionally handshake may be somewhat impractical (Use Common Sense)
• A firm handshake, lasting a few seconds, is the common form of greeting for all business situations
and most social situations too.
• Keep it simple.
• It should always be web to web
• Do not indulge in double clasps
• Do not excessively shake up and down
• Do not hold on to other persons hand for too long
• Avoid reeling the person in and patting their back.
• Always use your right hand, even if you are left-handed, and 'pump' the hand two or three times
before you let it go.
• Ensure that your fingers grip the other person's palm, otherwise you will crush their fingers.
• Be careful not to clench in a bone-crushing grip, but do not offer a limp hand.
• Check that your palms are not sweaty or clammy before shaking hands.

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HANDSHAKE

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BODY LANGUAGE (STANDING)

• Good posture is essential to poise, elegance and complements elegant
dressing.
• It is also part of personal grooming.
• Do a self check
• Stand with the back of your head and bottom touching the wall. While
doing so, do not push your heels back, let them position naturally.
• Then, place your hand between your lower back and the wall, and also
between your neck and the wall. If you can get within an inch or two at the
low back and two inches at the neck, you are close to having excellent
posture.

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BODY LANGUAGE (STANDING)

• You can gauge your elegant posture by the mirror test
• Stand in front of a full length mirror and
• Now check if
• Your shoulders are relaxed and level
• Your lower body is level
• Your kneecaps face the front
• Your feet is facing front so that ankles are straight
• You are putting weight on both feet (less on heels)
• Turn to the side and assess the following:
• Your head is not slumped forwards or backwards
• Shoulders are in line with ears
• Only a slight forward curve to your lower back
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BODY LANGUAGE (WALK)

• A proper walk adds grace
• For a good gait
• Your head should not have tilt or tip to a side
• Your chin should be parallel to the ground
• Your Neck touching the collar of shirt (males only)
• Your shoulders are relaxed and level
• Your chest should protrude out
• Your lower body is level
• Your kneecaps face the front
• Your feet is facing front so that ankles are straight
• Your feet must be placed on an imaginary straight line (Females only)
• Your feet must be placed on two imaginary parallel lines (Males only).
• Your hand must have a slight bend and must to and fro on a straight path.
• Book Test

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HOW TO DETECT LIES

• They change their head position quickly.
• Retracted
• Jerked back
• Bowed down
• Raised tilted to the side
• Their breathing changes
• Shoulders will rise
• Voice may get shallow
• They are out of breath because their heart rate and blood flow change.
• They stand very still
• They repeat words or phrases

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HOW TO DETECT LIES

• They provide too much information
• They touch or cover their mouth
• They instinctively cover vulnerable body parts
• They shuffle their feet
• It becomes difficult for them to speak
• They stare at you without blinking much
• They tend to point a lot
• They disassociate when denying

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HOW DO YOU GO ABOUT ESTABLISHING

RAPPORT?
• You need Self-Confidence
• You must Understand People
• You must be Enthusiastic
• You must make Eye Contact
• You must be Interested in them

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BARRIERS IN COMMUNICATION
(THAT HAVE TO DO WITH THE COMMUNICATOR)
• Unwillingness to say things differently
• Unwillingness to relate to others differently
• Unwillingness to learn new approaches
• Lack of Self-Confidence
• Lack of Enthusiasm
• Voice quality
• Prejudice

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BARRIERS IN COMMUNICATION
(THAT HAVE TO DO WITH THE COMMUNICATOR)
• Disagreement between verbal and non-verbal messages
• Negative Self Image
• Lack of Feedback
• Lack of Motivation and Training
• Language and Vocabulary Level
• Lack of Self Awareness

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BARRIERS IN COMMUNICATION
(THAT HAVE TO DO WITH THE RECEIVER)
• Selective Perception
• Unwillingness to Change
• Lack of Interest in the Topic/Subject
• Prejudice & Belief System
• Rebuttal Instincts
• Personal Value System
• Here-and-Now internal & external factors

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EXTERNAL BARRIERS IN
COMMUNICATION
• Environment
• The venue
• The effect of noise
• Temperature in the room
• Other People – Status, Education
• Time

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5 BASIC REASONS WE DO NOT LISTEN

• Listening is Hard Work

• Competition
• The Rush for Action
• Speed differences (120 wpm v/s 360 wpm)
• Lack of Training

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4 LEVELS OF LISTENING
• The Non-Listener
• The Marginal Listener
• The Evaluative Listener
• The Active Listener

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IMPROVING LISTENING SKILLS

• By not being Preoccupied
• Being Open Minded & Non Defensive
• Minimizing Interruptions
• Effective Listening is: Hearing, interpreting when necessary, understanding
the message and relating to it.
• By Asking Questions

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COMMUNICATION
• 7% WORDS
• Words are only labels and the listeners put their own interpretation
on speakers words
• 38% PARALINGUISTIC
• The way in which something is said - the accent, tone and voice
modulation is important to the listener.
• 55% BODY LANGUAGE
• What a speaker looks like while delivering a message affects the
listener’s understanding most.

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TYPES OF BODY LANGUAGE

REMEMBER THAT YOU ARE DEALING WITH “PEOPLE”

• (P)OSTURES & GESTURES

• How do you use hand gestures? Stance?
• (E)YE CONTACT
• How’s your “Lighthouse”?
• (O)RIENTATION
• How do you position yourself?
• (P)RESENTATION
• How do you deliver your message?
• (L)OOKS
• Are your looks, appearance, dress important?
• (E)PRESSIONS OF EMOTION
• Are you using facial expressions to express emotion?

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7 CS OF COMMUNICATIONS
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EXECUTION

Road Map to Successful BTL Activation

1. Always Greet
2. Do not Intrude
3. Ask for permission and time
4. Introduce yourself
5. Make a polite enquiry
6. Pitch the idea
7. Explain
8. Give decision assistive info
9. Give complementary info
10. Record (Data)
11. Say your THANK YOUs
12. Wish the respondent
13. Smile
14. Greet
BTL Sales Training

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EMAIL ASSUMPTIONS AND GOALS

• Assumptions
• Before we dive in, let’s lay out some assumptions:
• The recipient (person you are emailing) potentially gets a lot of email
• You need something from the recipient and plan on pitching it via email
• You either do not know the recipient, or she is an acquaintance, or she is a close
friend and you’re asking for an unusual request.
• The goal is to construct email that:
• Will actually be read
• Will actually be understood
• Will not annoy the receiver
• Does not take up too much time on the receiver’s end.

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GOOD EMAIL CHARACTERISTICS

• Appropriately use To, CC and BCC fields
• Appropriate Salutation, fitting way to address and suitable closing
• Write a meaningful subject line.
• Keep the message focused.
• Avoid excessive attachments.
• Identify yourself clearly.
• Be kind — don’t flame.
• Proofread.
• Don’t assume privacy.
• Distinguish between formal and informal situations.
• Respond Promptly.
• Show Respect and Restraint.

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FACE TO FACE CONVERSATION

• Be elegant and graceful
• Avoid slurs and swearing in most situations
• Try listening
• Avoid overbearing
• Put your point forward
• Use culturally accepted norm to address
• Give full attention
• Maintain eye contact
• Use comforting words

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