communication to win

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Asian Paints Project Asian Paints Project Sales Sales

Welcome to All Welcome to All

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Communication to Communication to win win

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Pillars for Nourishing

Relationships

Interdependence goes beyond independence

Think Win-WinSynergise;Values the difference

Seek first to understand Then to be

understood

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Seek first to Seek first to understand :Empathyunderstand :Empathy

Empathy : Empathy : Understand the person so well Understand the person so well that you identify with him ,you can feel like that you identify with him ,you can feel like he does .he does .

How does it help ?How does it help ?

It communicate regard for the person and It communicate regard for the person and makes him feel valued .Thus open up more.makes him feel valued .Thus open up more.

Cont…..Cont…..

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Seek first to Seek first to understand :Empathyunderstand :Empathy

It helps the person share his It helps the person share his feelings with honesty feelings with honesty

It foster the relationship and It foster the relationship and contributing in Win-Win outcomes contributing in Win-Win outcomes ..

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Steps of Empathising Steps of Empathising Effectively Effectively

Skill of empathy involves Skill of empathy involves

Understanding the other person & Understanding the other person &

Letting him know that you have Letting him know that you have understood himunderstood him

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Steps…..Steps…..

Learn to be a good, active listener Learn to be a good, active listener

It requires us to understand the person’s It requires us to understand the person’s thoughts, feelings and opinions .thoughts, feelings and opinions .

It is more than hearing what is said ; it is also It is more than hearing what is said ; it is also

About hearing what is not said .About hearing what is not said .

It involves receiving message through body It involves receiving message through body language and facial expression language and facial expression

Proper Eye contact Proper Eye contact

Cont….Cont….

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Need to avoid getting Need to avoid getting preoccupied preoccupied

Planning your response before the Planning your response before the speaker is through with his speech speaker is through with his speech

Judging a person while he is Judging a person while he is speaking speaking

Day Dreaming Day Dreaming

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Step 2:Understand what is Step 2:Understand what is involved in empathic involved in empathic

responding responding Recognize the emotionRecognize the emotion

Must listen body languageMust listen body language Reflect Emotion Reflect Emotion

State back the person in understanding toneState back the person in understanding tone Paraphrase and reflect content Paraphrase and reflect content

State it back in concisely with your own State it back in concisely with your own wordswords

Respond to the emotional and verbal Respond to the emotional and verbal content .content .

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Assertiveness: then seek to Assertiveness: then seek to be understood be understood

Assertiveness : the expression of an Assertiveness : the expression of an ‘I m ok , you are ok attitude .It is ‘I m ok , you are ok attitude .It is about freedom in expressing oneself about freedom in expressing oneself while at the same time having while at the same time having consideration for the other person .consideration for the other person .

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How it is different from non How it is different from non assertiveness .assertiveness .

Submissive/Passive behavior Submissive/Passive behavior Behavior which stems from the ‘I am not Behavior which stems from the ‘I am not

ok ,you are ok’ attitudeok ,you are ok’ attitude

What motivates submissive behavior .What motivates submissive behavior .Want other’s approval Want other’s approval Do not want to annoy and upset others Do not want to annoy and upset others

Body language in this behavior : Body language in this behavior : Nervous fidgeting ,shuffling feet , sitting Nervous fidgeting ,shuffling feet , sitting

on the edge of chair ,folded arms .on the edge of chair ,folded arms .

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Aggressive behavior Aggressive behavior Aggressiveness : which stems from Aggressiveness : which stems from

the ‘I am ok, you are not ok’ attitude the ‘I am ok, you are not ok’ attitude ..

What motivate aggressive behavior What motivate aggressive behavior Concerned with own goals little Concerned with own goals little

concern for the goals of others. concern for the goals of others. Get satisfaction out of beating others .Get satisfaction out of beating others .Body language accompanied Body language accompanied Hands on waist ,pointing fingers , Hands on waist ,pointing fingers ,

staring ,loud voice etc .staring ,loud voice etc .

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Assertive behavior Assertive behavior It is the ‘I am ok, you are ok’ attitude in It is the ‘I am ok, you are ok’ attitude in

communication communication

What motivates assertive behavior What motivates assertive behavior

Desire to respect own right as well as those Desire to respect own right as well as those others others

Believe in give and take relationship Believe in give and take relationship

Body language accompanied Body language accompanied Steady eye contact , open gestures , steady Steady eye contact , open gestures , steady

voice .voice .

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Effective Speech Effective Speech

Use positive words while speaking Use positive words while speaking Not use jargon words Not use jargon words Specific with commitments Specific with commitments Comprise appreciative words Comprise appreciative words Instead of ‘I’ use ‘We’ Instead of ‘I’ use ‘We’ Check fillers like ‘ you know’, Check fillers like ‘ you know’,

‘actually’ etc ‘actually’ etc

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Effective Body Language Effective Body Language

Action Speak Louder than words and Action Speak Louder than words and equally in what you do is so loud , I do not equally in what you do is so loud , I do not hear what you say .hear what you say .

55% of our communication is through body 55% of our communication is through body language language

It involves It involves

Appearance ,Expressions , posture , Appearance ,Expressions , posture , gestures ,eye contact , personal space .gestures ,eye contact , personal space .

Cont…Cont…

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Effective Body Language Effective Body Language

In our profile “ we never get a In our profile “ we never get a second chance to make a first second chance to make a first impression impression

Proper Handshake .Proper Handshake .

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Presentation Presentation

Hygiene .Hygiene . Dressing .Dressing . Avoid Speaking in between .Avoid Speaking in between . Avoid speaking while having lunch .Avoid speaking while having lunch . Avoid Onion in lunch time or any Avoid Onion in lunch time or any

odour matching food .odour matching food .

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Personal Experiences or Personal Experiences or Learning's Learning's

Put yourself into the shoe of customer Put yourself into the shoe of customer Make your communication as per the Make your communication as per the

person or people .person or people . ““Jo Dikhtha hai wo biktha hai”Jo Dikhtha hai wo biktha hai” Be ready to learn from anyone .Be ready to learn from anyone . Best way to learn is to teach Best way to learn is to teach Always smile , think positive , always Always smile , think positive , always

believe in ‘TRY’believe in ‘TRY’ Appreciate good work .Appreciate good work .

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Personal Experiences or Personal Experiences or LearningLearning

Punctuality .Punctuality . Deliver what you commit with your Deliver what you commit with your

customer .customer . Always ask for references .Always ask for references . Always ask to share experiences with us .Always ask to share experiences with us . Act as per the situation and practical Act as per the situation and practical

condition .condition . Do not hesitate to start , put aside your Do not hesitate to start , put aside your

‘ego’.‘ego’.

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Please try to adopt Please try to adopt these things in our these things in our daily “sales life” .daily “sales life” .

Thanks Thanks

Abhijeet Singh Kushwah .Abhijeet Singh Kushwah .

PSO Secbad .PSO Secbad .