participants handbook for communication for success
TRANSCRIPT
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COMMUNICATION FOR
SUCCESSPARTICIPANTS HANDBOOK
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WORKSHOP STRUCTURE
1. Communication and its types
2. Styles of Communication
3. Managing Perceptions
4. Business Dressing
5. Preparation
6. Using Voice to communicate effectively
7. E-mail Etiquette
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8. Telephone Etiquette
9. Listening
10.Effective Client Interaction
11.Conversational Skills
Communicating:
Vital aspect of management
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The art of being able to structure and transmit a message in a
way that another can easily understand and/or accept.
How Effective Are Your Communication Skills?
Date: _____________________ Name: ___________________________________________
How Good Are You?Im great at
this
Im Okay I could be
better
Listening to others
Communicating in speech
Communicating in writing
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Giving clear instructions
Explaining difficult concepts or ideas
Dealing with public in general
Dealing with difficult situations
Ability to put forward own ideas
Starting a conversation
Chairing a meeting
Interviewing others
Being interviewed
Giving a team briefing/ group presentation
Asking questions
Look at your answers:
What skills do you feel you need to work on?
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How would you want to develop these skills?
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What are your strengths?
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How do you feel about your communication skills?
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Additional Comments: __________________________________________________________________
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Notes:
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Types of Communication
Verbal
Oral - person to person ; Over the Telephone ; Meetings
Written - E-mail ; reports ;
Nonverbal
Expression
Body language
The 3 Ms of Effective Communication
Messenger
Medium
Message
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Notes:
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Activity 8: Styles of communication
Using the grid below, sort the Emotions into the Style of Communication to
describe the 3 general types of communication behavior. The first one has been
done for you.
Tone of voice
Aggressive Submissive Assertive
Firm speech
Fast, fluentHesitant
Middle tone voice
Loud, shouting
Lots of pauses
Voice fading at
end
Clear steady firm
Wobbly voice
Emphasizes key
words
Harsh
Click and drag
box to correct
Harsh
Sarcastic tone, cold
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Speech Content
Aggressive Submissive Assertive
Stating what
you feel
Interrupting
Apologizing a lot
Blaming
Rambl
Resolving problems
Backing down
Putting yourself
Giving orders
Putting
others down
Stating opinions
as facts
Stating opinions
Acknowledging
others point ofview
Click and drag
box to correct
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Body LanguageAggressive Submissive Assertive
Very uprLooking down
Sta
Hunche
shoulde
Finger waggLeaning forward
Fidge
Firm eye contact
Exaggerated facial
expressions
Upright, relaxed
Fist thumping
Covering mo
Listening
Open expression,
features steady
Fidgeting
Covering mouth
Very uprig
Finger wagging
Starin
Hunched
shoulder
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How assertive are you
How Assertive Are YOU??
Date: _____________________ Name:___________________________________________
How Good Are You ?Im great at
this
Im Okay I could be
better
Say No without feeling guilty
Disagreeing with someone
Giving criticism
Responding to criticism
Asking for help
Expressing compliments or
appreciation
Speaking up in front of a group
Telling people how you feel
Stating your views clearly
Accepting others options
Look at your answers:
What skills do you feel you need to work on?
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How would you want to develop these skills?
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What are your strengths?
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How do you feel about your assertiveness skills?
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Additional Comments: __________________________________________________________________
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Notes:
Activity 11
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Write the corresponding number on the photograph
selected against the questions below.
Which person would you select as a role model in your life?
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Which 5 people would you like to travel with for a year?
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Is there one person you would not want anything to do with?
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Who, if anyone, would you choose as a good friend?
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Which person do you feel would be the best public speaker?
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Which person looks like a lot of fun?
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Which person looks laid back and boring?
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Which person looks defeated?
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Thoughts on Apparel
NEVER under estimate the power of first impressions..
Dress appropriately for your surroundings Line of Work / Corporate
Culture/Audience.
Conservative colors are always safest.
Underwear stays UNDER your wears !!
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Notes:
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Crash through Barriers
Team A : Who wants to be a lawyer...
Lawyer Inflection exercise
I see,
I hear,
I understand,
I feel,
but I dont agree with this, throw it out
Team B: Who wants to be Tarzan...
Tarzan - to loosen up
Me tarzan,
me king of the jungle,
me call lion
come here lion,
me call elephant
come here elephant
Team C : Who wants to tell Dennis...
Dennis voice
Dennis,
dont you ever ever ever
let me catch you
using my toothbrush
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on your dog
Team D: Who wants to sell a product...
Advertisement actor to become more expressive
The floor is so dirty,
the stains wont go,
its time for a change,
with clean and glow.
Just shake it up, and pour it down,
WOW,
it looks so good,
with Clean and Glow, Clean and Glow, Clean and Glow
Team E: Disagree Agreeably
CUSHION
I hear you saying...
I understand...
I appreciate your view...
Thats an interesting point of view...
Activity 14
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Show me the money!!
Activity 15
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Read out the sentences given below stress on the
appropriate syllable
1. He conducted classed on how to improve ones conduct
2. Please dont desert her in the desert
3. I contest in the contest
4. I suspect there is a suspect for the murder
5. She objects to the removal of the object
6. I have a permit to permit this search
7. He could not digest the tragic story in the digest
8. The professor was content with the content of his research paper
9. The artist will present his new record as a present.
10.You cannot call yourself a graduate if you have not graduated from college
11.The executive associate refused to associate with his subordinates
12.Its difficult for a drug addict to get rid of his addiction
13.The criminal advocate decided to advocate capital punishment.
14.The soldier wound his bandage over his wound.
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Its not about Accent Its about Clarity
R S V P P
Rhythm
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Speed
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Volume
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Pitch
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Pause
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Here are four suggestions for more productive
questions:
1. Ask questions that elicit detail. These are often "What?" questions.
2. Ask open questions that require more than a Yes or No. These are the "Wh" and
"H" questions beginning with What, Why, Where, and How.
3. Ask some questions that are a little bit surprising or "edgy."
4. Use some "If?"
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Notes:
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Important E-mail Tips Do not abbreviate
Keep your e-mails short and simple one screen length if possible.
Have a professional E-mail ID
Mind Your Manners
Do not Reply All
Spelling Counts... Grammar Too
Avoid many if any Attachments
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Conversation Techniques : Acceptable Responses
What You Mean: Tell the Caller:
"He/She is out.""He/She is not in the office at the moment. Would you like
to leave a message on his/her voicemail?"
"I don't know where he/she is.""He/She has stepped out of the office. Would you like to
leave a message on his/her voicemail?"
"He/She is in the men's/ladies room.""He/She has stepped out of the office. Would you like to
leave a message on his/her voicemail?"
"He/She hasn't come in yet.""I expect him/her shortly. Would you like to leave a message
on his/her voicemail?"
"She/He took the day off.""She/He is out of the office for the day. Can someone else
help you or would you like her/his voicemail?"
"He/She doesn't want to be disturbed.""He/She is unavailable at the moment. Would you like to
leave a message on his/her voicemail?"
"She is busy""She is unavailable at the moment. Would you like to leave
a message on his/her voicemail?"
Avoid Verbal Barriers to Communication
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,m
Notes:
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Telephone etiquette Role Plays : Receiving a Call
(Speaker)____________________________ (Subject)____________________________
Date: _____________________ Observer's Name:___________________________________________
Observations: Did the student.. No Yes
Answer the phone promptly,
Use a pleasant voice. (Put a smile in his/her voice.)
Answer by stating the name of the business, then state your
name
Listen carefully to the caller.
Find the person the caller wants, direct the call to voice mail or
take a message.
Repeat back the information to make sure you recorded it
correctly.
Say Goodbye and wait for the caller to hang up the phone
before you hang up your receiver.
Additional Comments: __________________________________________________________________
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TELEPHONE CALL REVIEW FORM: Role Plays: Making a Call
NAME: DATE:
OPENING CALL N/A Done Could be better Not Done
1. Pre call preparation2. Did the Caller greet the customer3. Identify self4. Identify Company5. State purpose of the call
COMMENTS
VERBAL N/A Done Could be better Not Done
1. Questioning techniques2. Avoid Speech Errors3. Appropriate Rhythm4. Appropriate Speed5. Appropriate Volume6. Appropriate Pitch7. Appropriate Pause8. Appropriate Helpfulness
COMMENTS
LISTENING SKILLS N/A Done Could be better Not Done
1. Resolving problem2. Verbal Nods3. Notate all information given by the caller
COMMENTS
CLOSING N/A Done Could be better Not Done
1. Summarized the call2. Thanked the customer
COMMENTS
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Notes:
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You must CHOOSE to participate in the process of listening.
Barriers to Listening
Uninteresting Topics
Speakers Delivery
External Distractions
Mentally Preparing Response
Personal Concerns
Personal Bias
Language/Culture Differences
Faking Attention
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5 Steps to Handle Client Interactions with Ease
1. Approach Each Client Situation in a "Charge Neutral" Manner
2. Honor Your Client's Perspective
3. Be Curious About Your Clients and Their Issues
4. Ask Powerful, Clarifying Questions
5. Create a Clear Agreement About the Resolution and Next Steps
TRIPLE THINK!!!
What do you want? (think)
What does the Customer want? (double think)
What does the Customer think you want? (triple think)
Wheres the middle ground?
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Three steps to improve your Conversational skills
Stage One: Meeting New People and Initiating New Conversations
Stage Two: Keeping the Conversation Going
Stage Three: Exiting the Conversation
So Remember:
Smile first and always shake hands when you meet anyone.
Take your time during introductions!
Maintain eye contact in any conversation
Listen carefully
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Notes:
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Final Presentation Evaluation Form
NAME: DATE:
Messenger N/A Done Could be better Not Done
Was there any pre-speech preparation?
Was he/she dressed appropriately?
Good Introduction?
Was he/she assertive (confident)?
COMMENTS
VERBAL N/A Done Could be better Not Done
Avoid Speech Errors
Appropriate Rhythm (word & syllable stress)
Appropriate Speed
Appropriate Volume
Appropriate Pitch Appropriate Pause
COMMENTS
BODY LANGUAGE N/A Done Could be better Not Done
Eye contact
Facial Expression
Posture and Gestures
Personal Space
Orientation
Avoided too much Movement
COMMENTS
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LISTENING SKILLS N/A Done Could be better Not Done
Verbal Nods (if asked a question)
Checked for understanding
Aware of what is happening around
COMMENTS
MESSAGE N/A Done Could be better Not Done
Was the message conveyed effectively?
Appropriate words used?
KISS Kept It Short & Sweet?
COMMENTS
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Notes:
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Name: __________________________________________________________________
Work: __________________________________________________________________
Professional Vision: I want to work on...
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Commit to Strengthen a Relationship
The Business associate with whom I want a stronger relationship:
A description of the breakthrough I desire:
Specifically, what I am going to do differently:
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Personal Assessment
On a scale of 1 10, with 10 being the highest, please evaluate yourself in
the following areas.
Before Workshop Post Workshop
1. Self-Confidence
2. Communication Skills
3. Client Interaction
4. Conversational Skills
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Notes: