Skill 10%, Attitude Skill 10%, Attitude 90%90%

Does Public Matter to You?

Public Education is an Investment in our future.

A crowd always thinks with its sympathy, never with its reason.

““LeadersLeaders

‘‘SERVESERVE’’ people. people. Period.”Period.”

Public Information Centre

• Face of Mumbai Metro One

• Concierge of Reputation

• Information Exchange Center

“A man without a smiling A man without a smiling face must not open a face must not open a

shop.”shop.” —Chinese Proverb

“The human brain starts working the moment you are born and never stops until you stand up to speak in public.”

But before we explore that….

We have two ears and only one mouth, because listening is twice as hard as talking

Active Listening

• How do we become active or reflective listener…

– Show Genuine Interest

– Understand what the other person is thinking, feeling, wanting or what the

message means

– Check your understanding before your next message/response

– Restate or paraphrase your understanding of their message and reflect it back

to the sender for feedback

– Feedback process makes it effective

Effective Communication…

“If you don’t believe in the messenger. You won’t believe the messenger believes the message.”

Able Communicator

• Maintain proper voice volume level

• Don’t make message too complex• Avoid unnecessary details • Never forget your point or purpose• Avoid negative body language• Don’t pay too much attention on

how the other person is taking the message

• Don’t be judgmental • Never think about other person’s

reaction• Never use jargons• Be conventional

• The Most Important part of

communication

• Seek their feedback

• Note Important Points

• Weekly MIS Reports

• Critical Questions on a daily

basis

• Note Trend

• Discuss

Role Play

Thank you.