Mastering Communication Skills

“The beauty of this world and the world hereafter is when we communicate”
“If words of command
are not clear and
distinct, if orders are
not thoroughly
understood, the
general is to blame.
But if his orders ARE
clear, and the soldiers
nevertheless disobey,
then it is the fault of
their officers.”
 The more technologically advanced our
society becomes, the more we need to go
back to the basic fundamentals of human
COMMUNICATION.
Angela Ahrendts, Apple
Communication & Financial Success
WIIFM

What is Why do we
Communication? Communicate?

How should we Intrapersonal

Communicate? Communication

Interpersonal
Email Etiquettes
Communication
 What is Communication?

“Successful Exchange of Ideas”

The Communication Process
ENCODE Understanding the audience

What they know?

What they need
to know?

CHANNEL

CONTEXT
Relationship with Audience

Organizational Culture
Communication Process

An Idea Originates in Mind (An Average Human

gets 37.5 Ideas per Minute)

The Idea Looks for a Mediator (Usually a

language, art or gesture)

The Mediation is used to Exchange Expression

(Exchange is done between sender and receiver)

Successful Exchange leads to Specific

Performance (Communication is intended for an
action)
Why do we Communicate?

Express Inspire
Above All….
Performance at TCS

Seek Assistance
from Superiors

Negotiate with
Colleagues

Convey Guidance
to Subordinates

Self Motivation
Verbal Non Verbal

Successful Communication = Successful Performance

 Effective Communication Matrix
Integrative
Communication Styles at Work Negotiation

Power
Relationships Trust is the
Pre-requisite
Army General

Doctor in ER

Urgent Situations

Unequal
Relationship
Avoidance can make Situation Worse
Over
But You Can’t Fix Every Conflict
Confidence
especially if you are not
Wins Here
Part of the Part of the
Problem Solution
 Effective Communication
T
EN
ES SM Communication Styles at Work
SS
LF-A What is your Style?
SE
 TO
Effective Communication
M
M N
P
O
T C ATIO Communication Styles at Work
A U
AD SIT What is your Style?

NO STANDARD STYLE FOR EVERY SITUATION

ADAPT, ADAPT, ADAPT - SITUATIONAL

 Generalizations
Cloud the Message
ALWAYS

NEVER

SOMETIMES

EVERYTIME

Average Human 150 words per minutes

Fast Talkers 250 words per minutes

World’s Fastest 600 words per minutes

Self-talk Internal
800 words per minutes
Thoughts
 Generalizations
cloud the Message

“You never do what “You are coming to work

you say” late sometimes”

“I have noticed that you have started to come in late more

often than you did before”

“Charlie you came half an hour late yesterday”

e c ific–
Be Sp ut the
o in t-o ot
P & N
h av i or
Be e rso n
the P
Types of Communication Skills
Intrapersonal communication Interpersonal communication

Intrapersonal & Interpersonal

What Is Intrapersonal Communication?
Well, what does Intrapersonal Communication
mean?

" ….the physiological and

psychological processing of
messages that happens
within individuals as they
attempt to understand
themselves and their
environment."
 When in public, a man
should control his tongue.
When alone, his thoughts.

Prophet
Muhammad
(P.B.U.H.)
Intrapersonal Communication
 Important Factors That Influence

Intrapersonal Skills

Perspective Self-esteem

Self-confidence Self-assertive
Perspective
What Is Shaping Our Minds?

Knowledge/Information

Education Experience /
Effects We See

Observation
Value System

Environmental Perceived
Influence Authority

People Influence Influence Of Modeling

 Perspective

• Thinking

• Self talk
Intra-Personal Communication Model

Both Sender and Receiver are the same person

Modern research estimates that we are bombarded by an average of about

70,000 thoughts per day

It is up to
us to
decide
which of
these
thoughts
we
should
interact
with
Keep your thought cleaner than pure water. As water
drops make rivers, thoughts make character and faith.
Ali Ibn Abi Talib
Self-Esteem
 To maintain a healthy self esteem you
should:

• Quietly celebrate your

achievements
• Take pride in your strength
• Think of your positive qualities
and attributes
• Set achievable standards
• Know your weaknesses
 To maintain a healthy self esteem you
should:

• Judge yourself against your

peers
• Discard irrational beliefs
• Spend time with supportive
and motivating persons
• Be always in the flame of
enthusiasm
• Consider your critics to be
your coach
Self-Confidence
Self-Assertive
Intra-Personal Communication has a direct impact on:

• Development of Self-Concept

• Attitudes

• Motivations

• Development of goals & objectives

• Decision-Making
 But, this is just the tip of the ice-berg.

What we think of ourselves, and how we

behave.. what we desire.. all our attitudes
and motivations, hopes and worries..
every opinion or belief we hold, is
significantly – if not entirely – formed as a
result of our Intrapersonal interactions.
As the fruit is to the
tree and the water to
the spring, so
is action to thought.
 We can improve Intrapersonal communication by conscious effort,
self awareness, and constant monitoring of what is going on within us
and around us.

Readiness to understand other people’s point of view can help

to broaden the mind.
Well thought-out mental preparation is necessary before appearing
for an interview, or meeting a client or starting a negotiation.
 Interpersonal Communication

Is the process of
people exchanging
ideas, feelings and
thoughts through
verbal and non-
verbal massages

The ability to relate to colleagues and customers, inspire others, resolve conflicts, be tactful,
understand cultures, and show diplomacy.
Interpersonal Communication
Perspective Of Interpersonal Communication

The Quality Of Our Interpersonal Communication

Will Determine The Quality Of Our Work And Quality Of Our Life
Components Of Interpersonal Communication

Conversation Listening Body language

Environment

Self-appearance
 ___

Write 10 Words Which Are

Desired From Above Word
Conversation
Impactful Conversation
Listening Skills
 Listening Skills
Hearing vs Listening

Be careful , there
BEER!! Where?? I
are BEARS wana have one!
around..

“We have two ears and one mouth so that we

can listen twice as much as we speak.”
- Epictetus , Greece
 Listening Skills

Listening Barriers

 Interruption
 Prediction of message
 Blocking message due to personal views
 Inability to hear
 Distracting mannerisms
 Non-understanding
 Wandering thoughts
 Listening Skills
Effective Listening Skills

Concentration
Avoiding Distracters
Avoiding Interruption
Asking for Clarifying Details
Giving Feedback
Listening Skills
Techniques to Improve

 Paraphrase
 Summarize
 Clarify
 Reflect
Body Language
Non-Verbal Communication
 Face to Face Communication

7% Verbal 93% Non Verbal

People are more likely to believe your non-verbal

communication than your verbal communication if both
are contradictory

Body Language

Tone of Voice

Gestures & Postures

Face to Face Communication
 Recognizing Non-Verbal Cues
Manager who sits
besides the visitor Wants to speak at the same
Wants to speak
level to visitor making him
NOT at the Other Informally
at ease
side of the Desk

Saying FACE 2 FACE

is important Conflicting Signals
NOT Making an Eye
Contact
Recognizing Non-Verbal Cues

Head
Eyebrows up Challenging
Nodding Agreeing Disagreeing
Tilted Head Interested
Head Down Defensive Disappointed

Hands & Arms

Touch others Powerful
Touch self Nervous
Hands in Pocket Secretive
Pointing Aggressive
People not only listen to you, they also watch you!!!
Nonverbal Signals - vary from culture-to-
culture
This is 'good' to
Westerners,
'one’ to Italians,
'five' to Japanese
Body Language
Handshake

Facial Expression
Your Body Language
Wife

Activity
Girl Friend

Customer

Wife Customer Girl Friend

Body Language

Sympathy

Hostility Sympathy

Suspicion

Humility

Impatience Confidence

Confidence
Tone & Pacing of Voice

I didn’t say he borrowed my book

I didn’t say he borrowed my book

I didn’t say he borrowed my book

I didn’t say he borrowed my book

I didn’t say he borrowed my book

I didn’t say he borrowed my book

I didn’t say he borrowed my book

I didn’t say he borrowed my book

Environment
Self Appearance
Challenges In Communication
Misinterpretation of communication
 Intentions v/s Perceptions

better to care;
than to regret
Just Doing It
&
Doing It Beautifully
Are Two Different Things
Communication
Coordination
Game
What Distracts Communication?
Ego
Anger

Rush
Fear
Communication Barriers

Language Values & Beliefs Sex/Gender & Age

Educational Level Economic Status

Communication Barriers

Physical barriers Attitude Timing

Understanding of message Trust

Solution to Barriers

• Make a Choice (Verbal or Non Verbal)

• Choose a Medium (Oral or Written)

• Identify the Attention (Personal or Group)

• Selection of Language (Performance or Person Centric)

Solution to Barriers

• Strategize Execution (Prompt or Delay)

• Mention the Response Time

• Seek a Follow-up

• Appraise
Ways to Improve Interpersonal Skills

Smile Resolve conflicts

Communicate
Be appreciative
clearly

Pay attention to
Humor them
others

Practice active See it from their

listening side

Bring people
Don’t complain
together
 Johari Window
Known to Self Not Known to Self

ARENA BLIND SPOT

Known to Others

FACADE UNKNOWN
Not Known to Others
Delivering an Effective

Performance Review
Set Expectations Early
Lay the Groundwork
Set a Tone
Constructively Coach
Hold Your Ground
Steps for Giving Feedback
 Agree to
Ask the
Come to an Develop an follow up
employee for
Describe the understandin action plan to later to make
his or her
situation g of the resolve the certain the
view of the
situation situation situation has
situation
been resolved
Formal and Informal Feedback

On routine basis Monthly meetings/ KPIs

discussion, Appraisals+++++
Spontaneous feedback Half yearly/ Yearly
Prioritization of tasks Yearly assessment of
performance tasks carried out
Builds up a positive culture Analyses how to set targets
Identifies strengths and for next year
challenges Set training needs
Principles to Remember

Make it clear how you’ll

evaluate

Give a copy of appraisal

before the meeting

Deliver a positive message to

good performers
Principles to Remember

Offer general feedback, be

specific on behaviors

Talk about compensation

during review

Sugarcoat the review for

your poor performers
Dealing with Criticism
Always make a genuine effort to
evaluate yourself
Never rush yourself into believing
anything about anything
Never be coerced into believing anything
you don’t understand or agree with
Generally-speaking, your opinions hold just
the same weight as those of your critics
Give each opinion a fair chance to defend itself.
You have the advantage of knowing yourself
more intimately than others
Others have the advantage of discerning what you’re too hard-wired to notice about
yourself
Don’t waste your time debating tastes
and preferences
Be witness to your own intentions,
and be honest
Recognize the fact that nobody is
perfect and accept it
Criticism can make us stronger and
more confident in ourselves
But, learn to let go of undeserved
criticism
 Writing for Impact

“Regardless of changes in Technology,

the market for well crafted messages will always have an audience”
 When & When not to use
Written Communication

Meeting Notices

WRITE Answers to Quick Questions

Quick Clarifications

Highly Complex Topics Difficult to Organize

Don’t WRITE Lengthy Explanations
 When & When not to use
Written Communication

Clear-cut Information WRITE

When intense Emotions are involved

Don’t WRITE Tone of Voice involved

Humor/Sarcasm involved

Formal Communication

Contract Terms

Sales Agreements
WRITE
Account Information
Legal/Administrative Information
Ambiguous References
Ambiguous References
Other Mistakes

e nce s
t
Sen
u ffed
ve rst
oidO
Av
 Achieving Conciseness

at a rapid rate Rapidly

due to the fact that Because
the majority of Most
on a personal basis Personally
readily apparent obvious
aware of the fact that know
New age Communication

 Voice
 SMSs
 Letters
 Emails
 SMS/ Whatsapp etiquettes

• Consider your audience

• Communicate clearly
• Respond promptly
• Use symbols and emojis only when necessary
• Don’t be long winded
• Be patient
• Know when to end the conversation
Email Etiquettes
 Why Do We Need

E-mail Etiquette?

Protection from
Professionalism Efficiency
liability

by using proper email emails that get to the employee awareness

language your point are much more of email risks will
company will convey a effective than poorly protect your company

‫ٓاپ کے س ی لز کے عمل می ں معاون ت‬

professional image worded emails from costly law suits

‫ہ‬ ‫ف‬ ‫خ‬ ‫ت‬ ‫ٹ‬

‫کس مر کو ب ہ ری ن دمات کی را می‬
The Addresses
To: Direct Addressee (normally singular ID)
 Writing Subject Line

It should be able to grab your attention

It should tell what the email is about

Writing E-mails/Letters
Subject Lines
Two Rules

What Information will reader find by opening?

What response is required from him/her?

Common Categories

Response to Your E-mail

Question

Hello

Information for you

Meeting
 Writing Subject Line
CSD - Monthly
Departmental
Report – South
- Oct 2009

Departmental Report
Monthly Presentation

One should never leave a subject blank, as emails with no subject lines are
considered SPAM
 Writing E-mails/Letters
Subject Lines

“July Sales Results” vs. “July Sales Results: Good News & Bad News”

“Friday Meeting” vs. “Be Prepared for Friday’s Meeting”

“Marketing Reports” vs. “Marketing Reports are due Mon Morning”

“Employee Parking” vs. “Revised Schedule for Parking Lot”

“Status Report” vs. “Website Design is falling behind Schedule”

 Writing E-mails/Letters
Subject Lines

Best Examples

“Question regarding the Change in Health Benefits – Response Needed”

“Meeting Requested on New Website Design – Please Confirm Availability”

“URGENT! Change in On-Call Schedule for Memorial Day Weekend”

“Response to your Question on the Marketing Plan for 3rd Quarter”

“Information on Open House Tuesday, 22nd June 2010 – Please RSVP”

 Attachments
• Should not be too large
• Should be in popular formats
• Name of the email needs to define the actual report purpose or
name of the report

CSD - Monthly Departmental Report – South - October 2009.xls

CSD - Monthly Departmental Report – South - October 2009.ppt
Body of the Email
 Refrain From Using Colored
Text & Background or Images
 Body of the Email
Salutations
• Dear Sir,
Reference to the monthly report ……

• Dear Sir: Reference to the monthly report ……

If address by name then,

• Dear Atif: Reference to the …..

• Dear Atif,
Reference to the ….. Don’t s:
• Dear Mr. Atif
• Dear Atif Sb.
 Body of the Email
Message Contents
 i ng
Cl os Body of the Email

Sincerely Regards Thank You Thanks Best

• this is polite, • this is save, • – this closing is ideal • similar to thank you • ending with best
professional way to acceptable closing when you want to but more causal. may give the
close but most term in almost all show appreciation Most appropriate if impression that the
appropriate for situations, ranging for something the you are writing to email writer was
formal emails, such from fairly causal to recipient has done co-worker you know simply too busy to
as initial quite formal or is going to do for well and have good bother completing
communication to a you. If you want to relationship with the closing
prospective clients. be too appreciative
In email people say Thank you very
already know , much and this your
sincerely may come can keep as
across as excessively separate sentence
formal as Thank you very
much
 nat u re
Body of the Email
Si g
Hamid Shabbir
Customer Support Department – South
Cell: 0313 1234567
Email: [email protected]

OR
Hamid Shabbir | CSD South | 0313 1234567 | hamid.shabbir@your company.com
 N ’ Ts Body of the Email
DO
• Be a novelist
• Use reply all button unnecessarily
• Use too much punctuation
• Use abbreviations
This Mean This
BCNU be seeing you
BTW by the way
FWIW for what it's worth
FYI For your information
FYA For your action
IMHO In my humble opinion
TNSTAAFL there's no such thing as a free lunch
TTYL talk to you later
 N ’ Ts Body of the Email
DO

• Overuse the high priority option

• Write in CAPITALS
• Attach unnecessary files
• Use long sentences
• Send email before reading
 N ’ Ts Body of the Email
DO

• Ask to recall a message

• Request delivery and read receipts
• Use email to discuss confidential information
• Send or forward emails containing libelous,
offensive, obscene remarks
• Reply to spam
 N ’ Ts Body of the Email
DO

• keep on sending reminders

• Use Red fonts
• Use personal communication
• send a message when you are angry
• send every email with high priority
 N ’ Ts Body of the Email
DO
• Don’t use smilies in your official emails
This Mean This
 Smiling face
;-) Wink
 Indifferent
:-> Devilish
8-) Eye glasses
:-D Shock
:-/ Perplexed
 Sad face
:-e Disappointment
:-@ Scream
Lengthy Email
 How To Write a Best Lengthy Email

Tools

Making a length Result

• You could address this
email, look good issue by stating each
point in a bullet or in
number form.
• Reading lengthy email • Increase the likelihood
at time can become that each issue will be
really boring and could addressed.
also lead to negligence
of a certain issue.
How To Write a Best Lengthy Email

The above example shows clearly how

an email which is talking about so
many issues have been drafted in a
simpler and understandable way.

Dividing the email through headings

and highlighting the issues by bullet
points have made the email attractive
and worth reading.
Acknowledge an Email
Importance of
Example Thank You
acknowledgement

• Emails that have an Dear(“Applicant First time”

important Thank you for your interest
information should • Acknowledgment in the position (“job title”)
be acknowledged don’t need to be We acknowledge receipt
because: lengthy. A short of your application dated
thanks or got it will (Application Dated and
• At times emails get suffice. Time”) and will contact
you in due course to let
lost or fall prey to
you know the outcome of
Spam mails your application.

Kind Regards

The Recruitment Team

 7 ‘C’s
Of Effective Communication
in drafting an email
 Clear
Good Example

Dear Hassan, Dear Hassan,

I needed to talk to Mustafa who is working I needed to talk to you about Mustafa Khan who is
in your department. He is great performer working in your department. Last week he helped the
and I would like to talk more about him. IT department through several deadlines.

Regards, We have a tough project going on and his knowledge

Ahmed will prove invaluable. Could we please have his help
with this work.

I would appreciate If we could discuss this further.

Regards,
Ahmed
 COMPLETE
Good Example
From: ABC [email protected]
Subject: Proposal

Mustafa, Subject: Checking On Reliable

Did you get my proposal last week? I haven't heard Landscapes Proposal
back and wanted to make sure.
Can you please call me so we can discuss? Dear Mustafa,
I just wanted to check that you have
Thanks! received the landscaping proposal I
Ahmed emailed to you last week. I haven't
heard back and wanted to make sure
it went through.

Can you please call me by Thursday so

we can discuss? My cell number is
03456789809

Thanks!
Ahmed
 COURTEOUS
Good Example

Subject: OMS Report Subject: OMS Report

Hey Everyone, Dear Team,

Be sure to prepare your OMS reports Please be kind to prepare your OMS
ASAP. . this isn’t rocket science. reports on priority. You may get
People I need these returned by the possible assistance each other to
end of the day. So don’t be late! ensure its timely submission at day
end today.
Regards,
Thanks & regards,
 COHERENT

Dear All,
Dear All,
I just wanted to remind you about I just wanted to send you all a
tomorrow's meeting on the new reminder about the meeting we're
telecommuting policies. The meeting having tomorrow!
will be at 10:00 a.m. in the second-
level conference room. Please let me Regards
know if you can't attend. Ahmed

Regards
Ahmed

The body of the email should discuss only those things that related to the subject of the
email. Irrelevant discussion or points should not be discussed.
CONCISE
Email should be
precise and short but
at the same time
should convey the
complete meaning
 CORRECT

The email that

you have drafted
should be free from
all the grammatical
errors incorrect
punctuation marks
and spelling mistakes.
And while using
technical terms one
should know the
qualifications of the
addressee.
 CONCRETE
Email should have concrete details in it
 Assess Your Own
R/Sir
Kindly note below detail please..
 
As per attached picture number 1 contents packed in well
condition just silently JUST PACKING / CTN damage NOT contents   
As per picture 2nd & 3rd contents hardly rub
After seeking picture 2nd & 3rd its clear that unfortunately not
damage during transportation in front of 1st picture packing image
In picture clear showing that in carton extra piece of paper for
support to contents for caring of contents than how can possible
rub the contents?
Please co ordinate with booking staff that update at the time of
booking can he checked the contents or not?
As per receiving JUST BOX damage not contents…!!
 
Hopefully case is clear that damage contents packed in box &
didn’t check contents at the time of booking from origin..
 • “Communication is a skill that
Brian Tracy

you can learn. It’s like riding a

bicycle or typing. If you’re
willing to work at it, you can
rapidly improve the quality of
every part of your life.”