COMMUNICATION FOR SUCCESS !!!

Prof. Shruti Dhabale

Activity 1

Let’s go shopping …….

So What is Communication???

laokn@okrkZyki D;k gS \

Communicating: Vital aspect of management

okrkZyki@laokn % daiuh dk egRoiw.kZ Hkkx

In short, it's signaling.

ladsr nsuk The transmission, by speaking,

writing or gestures, of information which evokes understanding.

lans”k dk izlkj.k gesa cksyh Hkk’kk] gLrys[ku] fofHkUu eqnzkvks }kjk fd;k tkuk pkfg, ftlls og tYnh le> vk;s

Types of Communication

Verbal

Oral - person to person,

Over the Telephone,

Meetings

Written - E-mail ; Reports,

memo ,contract Copy

Nonverbal Expressions Body language

Training sessions Vªsªfuax

Job InterviewukSdjh lk{kkRdkj

Group discussionlkewfgd ifjppkZ

At a Business dinner

Presenting your idea

vius Hkko O;Dr djuk

Yearly AppraisalOkkf’kZd ewY;kadu

Issue Instructions to your staffdeZpkfj;ks dks lwpuk nsuk

Asking for a raise

Client interactionxzkgd ds lkFk ikjLifjd

fØ;k

Thank you Speeches/kU;okn

Team MeetingsLkewfgd cSBd Brain storming

Sessions

ckSf/nd lkewfgd l=

When is Effective Communication Important?

izHkkodkjh laokn dc egRoiw.kZ gS \

The 3 M’s of Effective Communication izHkkodkjh okrkZyki @

cksypky

Messenger / lans”kokgd Medium / ek/;e Message / lans”k

Ask yourself !! Lo;a ls iwfN;s !

How do you communicate

vki dSls okrkZyki djrs gS \

How have you dressed?

vki dk igukok dSlk gS \

Do you do your homework?

D;k vkius viuk x`gdk;Z djrs gS \

Activity 2Picture this:

Which one are you ?buesa ls vki dkSu gS \

Submissive / vkKkdkjh

Assertive / gB/kehZ

Aggressive/ vfr egRodka{kh

Styles of Communication/ Hkk’kk “kSyh Submissive

vkKkdkjhAssertive नि�श्चयपू�र्व�क Aggressive vkØked

Low levels of confidence.

fuEu Lrj dk fo”oklGood level of confidence mfpr Lrj dk fo”okl

Over confidentvfr vkRefo”okl

Do not get what you wantTkks vki pkfgrs oks ugh feyuk

Not Always Winning, But Always Understanding -- How You Play The Gameges”kk ^ftruk* t#jh ugha] fdarq [ksy dks le>uk t#jh gS

You think you get what you want.vki lksprs gS vki tks ikuk pkgrs gS oks ik ds jgsxsa

Feel like you are being taken for granted

You are not taken for granted. People around you feel like they are being taken for granted

High StressT;knk ncko

No stress – a sense of calmness and maturity prevails nckoeqDr

High stress T;knk nckc

Take too much account of the other person's rightsnqljksa ds vf/kdkjksa dh T;knk fxurh djuk

Recognize the other person's rights to be heardnqljksa ds vf/kdkjksa dks T;knk ekU;rk nsuk

Other person's rights don't matternqljksa ds vf/kdkjksa ls dksbZ ljksdkj u j[kuk

Feeling of guiltvijk/k dk cks/k gksuk

Can say No without feeling guiltyfcuk vijk/k cks/k ds euk djuk

Can say No without feeling guiltyfcuk cqjk ekus u dguk

Examples Aggressive

"If people produce rubbish, I have every right to tell them so"

"She obviously doesn't care.That's typical of young people today.""This reflects badly on me, and I won't stand for it.“

Assertive

"This may be uncomfortable for us both, but we can handle it."

"She has the right to make mistakes, but the responsibility to correct them.""I want her to know the effect errors have on other people.“

Submissive

"I don't want to make a scene or upset our working relationship."

"I'm sure these are unintentional errors - I'll let it go this time.""I know she's very busy, so I expect that's why these mistakes happened."

Activity 3 The Sandwich technique D;k vki l¡Mfop cukuk tkurs gS \

Preparation Do your homework –

research.

Ensure that all possible questions will be covered.

Always do a dry run with yourself !!

Never Assume Anything !!

Medium ek/;e

Medium

Verbal : Face to Face Telephonic E-mail Non-verbal Expressions Body language

Verbal

Not ‘what’ is said but ‘how’ it is said.  

Changing emphasis or our tone of voice.

Disagree Agreeably

I hear you saying...

I understand...

I appreciate your view...

That’s an interesting point of view...

Who wants to be a Cushion

Avoid

But... ysfdu However... TkSls Hkh Nevertheless... Qhj Hkh No…(sometimes you need to use this!!)

Pay attention to:

Tone/inflection / ygtk

Timing le;

Speech Errors xyr Hkk’kk

Accent mPpkj.k

Emphasis tksj nsuk

Communicating With Questions loky djrs gq;s laokn djuk

Open ended

Close ended

Leading/ izHkko”kkyh laokn

Four suggestions for more productive questions:

1. Ask questions that elicit detail. These are often "What?" questions.

ogh iz”u iqfN;s ftlls Qy izkIr gks A

2. Ask open questions that require more than a Yes or No. These are What, Why, Where, and How.

ogh iz”u iqfN;s ftlls gkWa ;k uk ls T;knk mÙkj feys] ;g D;k] D;ksa] dgk vkSj dSls ls lacaf/kr gks A

3. Use some "If?"

^ tks ,slk u gks rks dSlk * bl izdkj ds Hkhiz”u iqNs tkus pkfg, A

Words

Keep it brief

Keep your language simple

Slang / jargons or profanity is neither correct nor effective

Plan your conversation

Activity 4

Read the following Emails closely

General Format: The Basics Write a salutation for each new

subject email.

gj bZesy ds fy;s vfHkoknu “kCn dk mi;ksx djs

Try to keep the email brief (one screen length).ges”kk bZesy laf{kIr esa fy[ks

Return emails within the same time you would a phone call.

bZesy dk tckc rqjar ns

Check for punctuation, spelling, and grammatical errors

Use caps when appropriate.

Format your email for plain text rather than HTML.

Use a font that has a professional or neutral look.

Don't write when you're angry.

vki tc cgqr xqLls esa gks rc vki dksbZ bSesy u fy[ks A

Use clear subject lines.

ges”kk fo’k; Li’V fy[ksa A

Change the subject line if you change the topic of a thread.

Don’t hit the “Reply All” button if not required

Fill in the “To” recipients only AFTER drafting the mail !!

SO REMEMBER !!!

Plz Don't Abbrvt And Your Point Would Be...? What's In a Name? Mind Your Manners Do not “Reply All” Spelling Counts... Grammar Too Don't Get Too Attached

When Email Won’t Worktc bZesy ls ckr u cus rc Make a phone call.

vki Qksu fdft, When you are delivering

very delicate news then the best way is still face-to face.

tc vki cgqr uktqd lans”k vius xzkgdks @deZpkjh dks crkuk pkgs rks O;fDrxr #i ls crk, A

Telephone etiquetteVsfyQksu f”k’Vkpkj

Sound/Look familiar?

Ask Yourself !! How do you feel when a someone doesn’t answer the phone until after

many rings?

vki dSlk eglwl djrs gS tc cgqr ckj Qksu djus ds ckn Hkh vkidsk mRrj u feysa A

How do you feel when someone says, “Please hold?” and not give you time to answer.

vki dSlk eglwl djrs gS tc dksbZ Qksu gksYM djus dks dgs vkSj mlds ckn mRrj u ns A

How do you feel when you can hear a lot of noise in the background and you know the person you are speaking with is distracted?

vki dSlk eglwl djrs gS tc vkids vklikl okroj.k esa vR;f/kd “kksj gks jgk gks vkSj vki ls ckr djus okyk fopfyr gks jgk gks A

11 Most Frequent Caller Complaints

1. "The telephone rings for a long time before it is answered."

Try to answer calls within 3 rings.

rhu ckj ?kaVh ctus ls igys VsyhQksu tckc ns A

2. "They place me on hold for sometimes, it seems, hours.“

If you find yourself placing many calls on hold, write down the name of the caller and a brief description of what they are calling about.

;fn vkids VsyhQksu ykbZu is dkQh dkYl gksYM ij gks rks lHkh Qksu djus okyks dk uke vkSj mudk laf{kIr fooj.k fy[ks A

3. "The line is busy for hours it seems.“Try to keep calls short. Qksu is de ls de ysfdu egRoiw.kZ ckr fdft, A

4. "They are very rude and get offensive when asked their full name or sometimes just won't give it.“

Try to stay pleasant. Qksu ij vkidk iqjk uke iqNus ij mRlkgiwoZd mldk tokc ns A

5. "They let me talk on and on only to realize that they're not the person I should be talking to.“

Politely interrupt the caller if you are unable to help themfouezrkiwoZd Qksu dks lgh O;fDr dks lkSisa A

6. "If I call the wrong department for help, they don't give me suggestions to where I should be calling, they just say, 'I don't know, not our department.'“It could happen that your number is similar to another department. Rather than hanging up on a caller or saying you don't know, try to be helpful (within reason).

;fn xyr foHkkx esa Qksu yx tk;s rks Qksu djusokys dks lgh tkudkjh miyC/k djok;s A

7. "They don't clearly listen to my needs before they transfer me to the wrong person.“Listen to the caller carefully!

Qksu djus okys dks /;ku ls lquus dh dksf”k”k djsa A

8. "Sometimes they disconnect me while transferring my call.“Be careful when transferring a call.

dkWy dks LFkkurafjr djrs le; /;ku j[ks A

9. "They told me to call back, but never gave me a name or number or division to ask for.“If you tell a caller to call back later, tell them which number to call. vxyh ckj dgk dkWy djuk gS bl ckr dh iw.kZ tkudkjh ns A

10. "The person says, 'Wait', and then talks to other co-workers without putting me on hold so that I can't hear their small talk.“Use the hold button! vU; ckr djus ls igys Qksu dh gksYM cVu t#j nck;s A

11. "They answer with an aggravated voice, as if I disturbed them by calling.“Remember that it may be your 99th call for the day; but its still the caller’s first call !

bl ckr dk /;ku j[ks dh ;g vkidk fnu dk 99 ok dkWy gks ldrk gS fdarq ;g dkWy djus okys dk igyk dkWy gS A

Greet The Client/ Customer

Identify yourself and your company

State the Purpose of the call

Pause

Wrap-up/ summarize/close the call by thanking the client/customer

Note down all relevant

information.

Conversation TechniquesAcceptable 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?"

Activity 5

How Important is body language?

Body Language

Eye contact vk¡[kks ds }kjk laidZ lk/kuk Facial expression psgjs ls gkoHkko O;Dr

djuk Postures and gestures eqnzk ,oa Hkko

izn”kZu Personal biases and prejudices O;fDrxr

>qdko ,oa rjQnkjh Personal space O;fDrxr nwjh

Activity 6: The Handshake !! gkFkfeykus dk rjhdk

The Limp Fish The Wrestler The Cup The Finger toucher The Cling-on The Oh-too-personal The proper handshake

Activity 7: The proper handshake Start with eye contact and a

smile. Go for the thumb. Firm, not strong. Up and down, not back and

forth. Adjust duration. Consider your left hand. Close with eye contact and a

smile.

A few Tips on Great Body Language !!

Use eye contact.

Avoid too much movement.

Smile– Use expressions and hand movements.

Hold your hands open and wide apart to show sincerity and honesty.

Ensure your body language communicates "I am glad to be here"

Remember !!!

Only 7% of the impact you make comes from the words you speak.

Message

What information do you wish to convey? What do you want the other person to do

as a result? KISS – Keep It Short and Sweet.

Barriers of communicationckrphr esa vkusokyh #dkoVsa Perceptions

vkidh le> Language differences or accents

Hkk’kkvksa dk varj vkSj ygtk Noise “kksj Worry, fear, or anger; and

fpark] Hk; vkSj xqLlk Lack of attention span.

/;ku dk vHkko

Listening skills !!!!

lquus dh ;ksX;rk@fuiq.krk

So What is the basis of all communication???lkjs laoknks @ ckrks dk vk/kkj D;k gS \

Hearing- physical process; natural; lquuk % “kkfjjhd fØ;k] izkd`frd] /kS;ZiwoZd

Listening- physical & mental process; active; learned process; a skill

/;ku ls lquuk % “kkfjjhd ,ao ekufld fØ;k] lfØ;] /kS;ZiwoZd] lh[kh gqbZ fØ;k] gquj

You must CHOOSE to participate in the process of listening.

Hearing V/s Listening

Encouragement to the customer xzkgdks esa LQfrZ Hkjuk Possession of all the information lHkh ckrksa dh tkudkjh j[kuk A Improved relationships Lkaca/kks dks lq/kkjuk Resolution to differing points of view

lHkh n`f’Vdks.k ls ckrksa dk lek/kku @gy djuk Better understanding of the customer xzkgdks dks vPNs ls le>uk

Listening / Identifying Needs

Barriers to Listening

Uninteresting Topics Speaker’s Delivery External Distractions Mentally Preparing

Response

Personal Concerns Personal Bias Language/Culture

Differences Faking Attention

Bad Listening Habitslquus dh cqjh vknrs Criticizing the subject or the speaker fo’k; vFkok fo’k; ij cksyus okys dh cqjkbZ djuk A Getting over-stimulated vfr mRlkfgr gksuk A Listening only for what you want to hear ogh lquuk tks vki lquuk pkgrs gS A Not taking notes or outlining everything fVIi.kh;k u ysuk creating distraction /;ku gVkuk Letting emotional words block message. Hkkoqd “kCnksa ds dkj.k lans”k dks u le>uk A

Be an ACTIVE listener – Verbal nods

That’s right Excellent That’s perfect All right Sounds good. Okay

Good listening gains/;kuiwoZd lquus ds ykHk

Information tkudkjh Understanding le>uk Listening in return nqljksa dks lquus

dh {kerk j[kuk Co-operation lg;ksx

Types of listeninglquus ds izdkj

Simple lk/kkj.k

Selective p;u”khy

Active LQwfrZ”khy

Active Listening – 4 Steps

1. Listen lquuk2. Reflect-Paraphrase ijkofrZr&lfoLrkj

O;k[;ku djuk @vuqokn djuk3. Verbal and Non-Verbal Encouragers

“kkfCnd vkSj v”kkfCnd izksRlkgu nsuk4. Feedback

izfriqf’B @ tokc feyuk

How does effective communication assist with Client interaction?

xzkgdks ls ikjLifjd laokn djus esa izHkkoh laokn dSls enn djrs gS \

Double Think

What do you want? (think) What does the Customer want? (double

think) What does the Customer think you want?

(triple think) Where’s the middle ground?

Client managementxzkgd O;oLFkkiu Know Your Client Communicate with the client Think Like the Client Escalations izpkj&izlkj

5 Steps to Handle Client Interactions With Ease

1. Approach Each Client Situation in a "Charge Neutral" Manner

lHkh xzkgdks dks lekurk ls vk¡fsd, 2. Honor Your Client's Perspective

xzkgdks ds n`f’Vdks.k dk lEEkku fdft, A3. Be Curious About Your Clients and Their Issues

xzkgdks ds ckjs es vkSj muds ekeyksa dks ftKklkiwoZd tkfu, A

4. Ask Powerful, Clarifying Questions

ges”kk izHkko”kkyh ,oa Li’V iz”u iqfN,W A5. Create a Clear Agreement About the Resolution and Next

Steps

fLod`r izLRkko ,oa vkusokys lksiku dk Li’V djkj cuk;s A

Directors

Ashok Kothari Devkishan Kothari Giriraj Kothari

Personal Assistant Anil Pande

Reporting structure @ Lipi

Mr. DC Kothari

Finance & A/c

Mr. Bole Accounts Head

Human Resources

Purchase

Executive Transportation

Mr. Jitendra accounts Exec.

Mr. Sanjay Accounts Asst.Exec.

Mr. Rajesh, Popat, Kishor, Popat,Parate accounts executive

Jr. Executive Transportation

Jr. Executive Transportation

DN Paranjape Manager HR & Administration

Mr. Niraj Exec. HR/ Admin

Mr. Mahesh Purchase Executive

Ms. Preeti Purchase Executive

Mr. Manoj Accounts at SG

Mr. Kamlesh Accounts at LIPL

CS KatiGeneral Manager (Works)

Plant Manager Shrihari Packaging

Plant Manager LIPI International

Plant manager Shrinath Graphics

Assistant Plant Manager/ Dispatch

Mahesh Tiwari

Arun Padhye

Shift incharge 2

Jitendra Mallik

Shift incharge 1

Executive Quality Control (vacant)

Executive StoresVilas

Executive MaintenancePrasanna

Executive PPCHarshal Bokde

Executive Accounts & Admin

Pravin Thune(trainee)

Shift incharge 3

Operators & Helpers

Mr. Giriraj Kothari

Marketing & Business Development

Manager Marketing Support Office

R Mistry

Mr. Giriraj Kothari

Sales ExecutiveCentral Zone

Amit

Sales ManagerWest Zone

Sanjay

Sales ExecutiveSouth ZoneManjunath

D.y.Sales ManagerNorth ZoneReetendra

Executive MSO

Vishal (customer care)

Executive MSOManoj (Admin)

Executive MSOGirish (production

co-ordinator)

Executive MSOJoshi

(costing)

General ManagerMarketing

Sales ExecutiveExportsVacant

Designing & development & Prepress

Mr. Giriraj Kothari

Development InchargeMangesh Shripad

Prepress InchargeNitin Balpande

Prepress ExecutiveManoj Sorte

General Manager (Works) CS Khatri

Question Time !!!!