Communication Skills

Training for BSTUBM India13-11-2013

Trainer: Brian Pereira

Agenda• How and why we communicate ; comm. process.

• Verbal – speech and voice exercises.

• Communication etiquette.• Handling negativity, disgruntled customers.

• E-mail drafting.

• Language: Grammar, Punctuation, Vocabulary.• Learning Resources.

What, why, how…

• Communication (from Latin commūnicāre, meaning "to share" [1]) is the activity of conveying information through the exchange of thoughts, messages, or information, as by speech, visuals, signals, writing, or behavior.

• It is the meaningful exchange of information between two or more living creatures.

• Source: Wikipedia

The written & spoken word; thought

• Spoken: Pronunciation, fluency of language, choice of words, voice modulation.Also: hand gestures, body language, handshake, eye contact, facial expressions, appearance, dress etc – this is collectively the VISUAL element.

• Written: Vocabulary, sentence structure, writing style, how well you articulate, the completeness of the information. Brevity and clarity of the message.

• Thought: Recollection of incidents, experiences from memory. What you read, observe, interactions with people.

Before you communicate…

• Objective or Goal of the communication?• Who are you going to communicate with?

(individual, group; rank/level)• What do you want to communicate?• What approach will you use (channels)?• Timeline, sense of urgency.

Before you speak…

• Know exactly what you want to say.• Listen, research, notes, group discussion.• Think of all the possible reactions that the

audience might have, and prepare for that.• What is the audience profile or industry?• Formulate your thoughts and ideas.• Write scripts (consistency) – edit reedit scripts.

Communication Tips

1. Think before you speak. Collect thoughts.2. Be acquainted with your message.3. Avoid lengthy explanations.4. Get to the point quickly (easier for the listener to

remember what you said).5. Know the results you want from your dialogues.6. Have some knowledge about the person you are

speaking to.7. Persuade the other person to accept your point of view.8. Proper planning in advance (research).

Verbal communication

How does a musical instrument produce sound?

How loud speakers produce sound

How the human body produces sound

3. Articulation: The vocal tract articulators (the tongue, soft palate, and lips) modify the voiced sound. The articulators produce recognizable words.

1. Power Source (lungs): The power for your voice comes from air that you exhale. When we inhale, the diaphragm lowers and the rib cage expands, drawing air into the lungs. Exhale: the process reverses and air exits the lungs

2. Sound: The air from the lungs is pushed up the wind pipe or Trachea and reaches the Larynx or voice box which contains the vibrating vocal chords – that produce sound.

Speech

1. Power source (lungs): The power of voice - Breathing exercises

2. Resonance/vibration (vocal chords): Resonance exercises

3. Articulation: (tongue, palette, jaws, teeth): Speech exercises /tongue twisters

Breathing Exercises

Resonance Exercises

She Sells Sea Shells by the Sea Shore

Speech Exercises: Tongue Twisters

Voice Modulation

• Changing the timing, pitch and volume of your voice during speech or while singing.

• Puts emphasis on certain words of phrases• Makes certain words stand out• Helps people remember the words • Adds clarity to words• Creates impact • E.g. Sports commentator, news reader on TV, RJ

(Radio), VJ (TV)

Voice Modulation

• Pitch – Varying the notes in voice; high, low • High pitch for excitement; low pitch for

seriousness.• Pace – Varying the timing at which you speak. • Speak slow to emphasize words, pause for effect• Speak fast for excitement, for sentences that are

known. • Don’t speak too fast; slurred speech; lose clarity• Normal speed – most of your speech

Voice modulation

• Power or volume: Vary the volume of your voice.

• Loud creates an impact, keeps people awake.• Loud for something that needs attention;

seriousness.• Don’t speak too softly when you go back to

normal.• Learn to use the power and intensity of your

voice to your advantage (Practice)

Communication Etiquette

• Respect (Salutation), empathy• Tone – cheerful, polite, positive, greeting• Smile (talking on phone)• Inform – imagine what the recipient needs in terms of info –

anticipate questions• Brevity, concise• Articulate, clarity• Call to action (next steps, leave message, contact info)

Handling negativity, disgruntled customers• Expect conflict, negativity and prepare for it in

advance• Use facts – not emotions – keep cool• Don’t be impulsive in responding• Be cordial, polite, yet firm• Be empathetic, but stay with the reality• Be impartial (take the customers side)• Show that you understand - acknowledge what

the customer is saying (Call center)• Resolution: Provide solutions – not excuses

Email Drafting

Email

• When to use email (purpose)– More details, info, on-record

• What time is best to send email?– People open their mail at different times of the day– Tuesday – Thursday– Two slots: 10:00 – 12:00 ; 2:00 – 4:00

• What does the recipient look at? – From, subject line, auto preview, reading pane)– 3 second comprehension

Email

• How recipients see mail:– 1. From– 2. Subject line + Auto Preview– 3. Read the first para (Reading pane or click to open)

– 4. Skim through rest of mail– 5. Eye notices emphasized text (bold, highlighted)– 6. Visuals and graphics

Three second comprehension

Auto Preview

Email: Design & Content

• Subject lines should be impactful, catchy• Balance of text, images and white space• Avoid embedded JPG images with text • Use plain text or HTML (links)• Brevity, clarity, informative• Tracking code - URL link embedded in mail• Social media links• Include links to information• Opt-out and Opt-in

Email: Best Practices

• Delivery and Read receipt confirmations (use link tracker instead)

• Do not use Mail merge from your desktop – use a reputed ESP service (Mail Chimp, Epsilon etc)

• Sender name must be authoritative / use a senior’s ID or alias/company ID

• Allow the recipient to reply – do not use “Do not reply” or “no-reply” in the from field

• Opt-out and Opt-in

Email: Best Practices• People receive lots of email so follow up with

a call the next day• Be consistent with the email communication,

over a long term (don’t lose touch)• Anticipate questions and provide answers/info

in your email• Include all relevant details: Date & time of

event, venue, fees, website, your contact • CTA, Register here (link), call us (no.),

download whitepaper (link)

Sample-1 (email)

Example-2 (Email)

Example-3 - email

BST samples

Phone calls

• Email – next day follow-up call• Call at the right time• If you know the person, use your mobile

(screening)• Keep it brief and informative• Show that you care about his time: Is this the

right time? Can I call later? Can I have 5 minutes?

SMS, mobile apps

• Should be used for reminders – third level of contact

• On the day of the event – “gentle reminder”• Keep the tone of the message friendly• Don’t spam• What’s App and other apps (tech savvy)• What’s App – can attach a small graphic or

document with details

Language

A few things about language…

• Articles• Voice• Para & Sentence structuring• Punctuation• Vocabulary building

Articles

An article is a word that is used with a noun to indicate the type of reference being made by the noun. Articles specify grammatical definiteness of the noun, in some languages extending to volume or numerical scope.

The articles in the English language are the and a/an, and (in some contexts) some.

Indefinite Articles

• A/An are called ‘Indefinite’ articles – they refer to something generic. They are used with countable nouns and usually before words that begin with vowels or vowel sounds

• An Apple (Vowel) An Elephant A Zebra (consonant)

• An MBA (sounds like ‘E’)

• [x] A water (not countable) – [] water

Definite article

• The is called ‘Definite’ article – it refers to something specific or unique, something or someone in particular.

• He is talking to the boy who lives next door

• Give me a book• Give me the book

Voice• Write in the Active voice

• The boy picked up the book (active)• The book was picked up by the boy (passive)

• [Thing doing the action] + [verb] + [thing receiving the action]

• Subject + verb + objectThe boy kicked the ball

• In some cases, you need to write in passive voice (negative news)

Para and Sentence structuringDocument

Paragraph

Sentence, phrase, clause

Words

Characters

Para and sentence structuring• Para – a unit of thought leading to an idea – so group related

sentences• Ideally, not more than 3 – 5 sentences per para• Sentence – a group of words that make sense. Has a Subject and

a predicate. The other words are modifiers and add to the meaning.

• Simple sentence (single independent clause)• Compound sentence (multiple independent clauses joined by

coordinators: and, for, so, yet, nor)• I tried to speak English but he did not understand• Complex sentence (one independent clause and one or more

dependent clauses)• Clause: Has a subject, verb, predicate (part of a sentence)• Phrase: a small group of words that forms a meaningful unit

within a clause e.g. A vase of roses stood on the table

Punctuation: Apostrophe- It’s your turn (It is your turn - contraction)- The dog wags its tail (possessive)

- We can’t go (contraction of cannot; omission of letters)- - You shouldn’t say that- I don’t know

- The boy’s hat (singular, possessive)- The boys’ hat (plural, possessive)- Charles’ hat (proper noun ending in ‘S’)

- Summer of ‘69 (Omission of characters)- Nat’l Academy (National Academy)

- In one week’s time (time and quantity)- Two weeks’ notice (plural possessive)

- O’Neil, O’Reiley (Irish names)

- Mind your P’s and F’s (plurals of letters)

- Do’s and Don’t’s (Plurals of words)

- A CIO’s perspective- The CIOs are coming

Vocabulary (word power)

1. Vocabulary cannot be taught; it is self-learned.

2. Vocabulary cannot be built in a day; it is built

over a period of time.

• Study: Students in India do not read much, yet their vocabulary is good. How is that so?

VocabularyIt is important to have a good Vocabulary because:

a. You become more precise in your communication, and use less words.

b. Increases your credibility.c. Listeners will pay attention and respect you.

• Also build your General Knowledge (well read).GK + Vocabulary = intelligent person

Vocabulary building tips

• Listen to the pronunciation of words (Apps, Websites). British and American pronunciation.

• Underline words in pencil and look these up in a dictionary (app on phone, Google Define)

• Try to understand the correct context in the usage of the word (See examples)

• Repeat words aloud. Practice using sentences.• Compare the way you say words with the ones in the

app (Merriam-Webster app)• Do Crossword puzzles• Reader’s Digest column: Word Power

Vocabulary building tips

• Go through a dictionary at random• Thesaurus (book of synonyms and antonyms)• Roget’s Thesaurus• Online resources (Dictionary.com &

Thesaurus.com)• A Word a day (email newsletter)

Word pronunciations

• Dictionary follows the International Phonetic Alphabet (IPA) to explain the pronunciation of words

Word forms

• Remark – (root)• Derivatives: – Remarkably (adv)– Remarked (verb)– Remarkable (adj)

Vocabulary resources

• Books: Word Power made Easy - Norman Lewis• Read: Novels, Reader’s Digest.• Read: Time, Newsweek, Economist, Fortune,

Forbes, BusinessWeek, Outlook Traveller, Lonely Planet (Online editions available).

• Listen to podcasts, audio books• Watch English movies (classics)• Watch News channels (be wary of accents)• Apps: WordWeb, Merriam Webster app

Vocabulary resources

• Vocabulary: A word a day email newsletterhttp://www.wordsmith.org/awad/

• http://www.merriam-webster.com/word-of-the-day/• http://www.wordthink.com/

• Online Grammar checker – Grammarlyhttp://www.grammarly.com/

• http://www.reverso.net/spell-checker/english-spelling-grammar

/• BOOK: Eats, Shoots & Leaves – Lynne Truss

Resources-2

BOOK: Reader’s Digest: Write Better, Speak BetterBOOK: The Blue Book of Grammar and Punctuation

• English Grammar, Stylehttp://www.quickanddirtytips.com/grammar-girl

• http://grammar.ccc.commnet.edu/grammar/• http://grammar.about.com

• OTHER – Workplace, careerBOOK: The Essential Manager’s Manual – Publisher: DK Multimedia

Speeches

• I have a dream – Martin Luther King • First Inaugural address - Abraham Lincoln• Fourth of July address - Abraham Lincoln• U.S. Democratic National Convention Keynote

- Barack Obama• Stanford Commencement address - Steve Jobs• http://www.history.com/speeches

Thank you!