CATT Communication

8/11/2019 CATT Communication

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OVERVIEW OF SESSION

TYPES OFCOMMUNICATIONS

TIPS ON HOW TO BEEFFECTIVE WHENCOMMUNICATING


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RSVPP this !!

Woman without her man is nothing.


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Its not about Accent Its about Clarity

R S V P P

RhythmSpeed VolumePitchPause
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If communication dies,everything dies. Each word has impact and

value incommunication. One word if used wrongly

or emphasized wrongly or paused at a

wrong place incommunication whateffect it creates andhow is it affected is

demonstrated very well in this movie.

Importance of One Word inCommunication


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Activity

Three groupsTeam A Team B Team C
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So What isCommunication???


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LEVELS OF COMMUNICATION

VERBALIntra verbal: intonation of word and sound

Extra verbal: implication of words and phrases,semantics

NON-VERBALGestures

PosturesMovements

SYMBOLIC


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An Active Listener,

An Effective Presenter, A Quick Thinker.

A Win-Win Negotiator.

WHAT MAKES A GOOD COMMUNICATOR?

Software Testing Help
http://www.softwaretestinghelp.com/http://www.softwaretestinghelp.com/http://www.softwaretestinghelp.com/http://www.softwaretestinghelp.com/http://www.softwaretestinghelp.com/http://www.softwaretestinghelp.com/


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Communication is not a mysteriousprocess.

It takes place when the ideas from yourmind are transferred to anothers andarrive intact, complete, and coherent

Make Presentations with Confidence, Barrons


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Communication - Meaning

Communication is a dynamic process Through this process we convey a thought or

feeling to someone else.How it is received depends on a set of events,stimuli, that person is exposed to.How you say what you say plays an importantrole in communication.


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TOTAL COMMUNICATION PROCESS

Reading16%

Writing9% Speaking

30%

Listening45%


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Hearing

Seeing

Smell

TouchTaste

Communication is a Series of Experiences of


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TYPES OF

COMMUNICATIONFACE-TO-FACE

MEETINGS

WRITTEN

ELECTRONIC(EMAIL)

TELEPHONE(VOICEMAIL)


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FACE-TO-FACE

Most people prefer toget information face-to-face, especiallyfrom their immediatesupervisor


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The Benefits (face-to-face)

Opens two-way communicationAllows for immediate response toquestions, misinterpretations,feedback, etc.Takes advantage of voice and body

language


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The Challenges ( face-to-face )Use in-person communication when youhave to share information that will affectthe audienceUse for performance evaluations andfeedbackUse when the information beingcommunicated needs immediate attention

Be prepared to answer questions directlyand immediately


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The Dos and Donts (face -to-face)

DO -- give people your undividedattention -- listen, really listen, give fullattentionDO -- give people honest, direct andcomprehensive informationDO -- treat peoples ideas and concerns

as critical and serious - EMPOWER THEM


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Face-to-Face cont..

DONT -- tell people what, tell them why,how, and the larger picture DONT -- make the conversation one-way.

Invite responses -- discuss and debateDONT -- answer the phone or take a call whensomeone is in your office


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Face-to-Face cont...

DONT -- wait too long to ask for (or togive) feedback, gather informationimmediately

DONT -- hold back bad news. Treat peopleas intelligent adults, they want to hear the

truth


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Communication is not overwhen you finish deliveringyour message


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Types of MeetingsExecutive BriefingInformationalMeeting with a Sponsor(e.g. Site Visit)Staff MeetingTeam-buildingInformal

Others...

Lets Meet


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Why Meet?

The primary reason for meetingsare to share or brainstorm

information or to develop action

steps toward accomplishing agoal


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Making Meetings Work cont.

4. Watch the time -- do not overrun -- keepthe agenda flowing

5. Add humor, allow for laughter, have fun --it makes for a much more productivemeeting

6. Allow for conflict but deal with it

immediately


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Making Meetings Work cont. 7. Maintain control of the meeting at all

times. Dont get off track 8. Eliminate attendees behaviors that are

disruptive9. Allow for questions, be prepared to

answer them

10. Wrap the meeting up with what wasaccomplished and action items


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Meeting Killers -- why they failPoor PreparationIgnored agendaPoor time managementLack of participation

Strong personalitiesLack of leadershipLack of humor and funNo/poor closing


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The only thing worse than a badmeeting is a great presentationthat could have been sent as a

memo


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WRITTEN COMMUNICATIONMEMOSREPORTSBULLETINSLETTERSNEWSLETTERSHANDWRITTEN

NOTES


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Evaluate Performance Using

ReportsObserving them on job

Customer feedback


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The Benefits (written)Creates a permanent recordAllows you to store information for future

referenceEasily distributedAll recipients receive the same informationNecessary for legal and bindingdocumentation


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Is it clear? Have you hit your target?

In written communicationmost confusion &frustration are caused

by failing to be specific..

Make it clear, brief and

concise..


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EMAILEmail is now thedominant method ofcommunicating inbusiness.It is quick,inexpensive, flexibleand convenient


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But it could be a time-bomb

USE WITH CARE.


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The Benefits (email)

Can be sent and received any timeVery time effective, can be sent and

received within secondsCost effective -- no paper, no stamps, nocosts -- yet(?)

Allows for direct access to othersMessages can be saved and stored


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The Benefits (email) cont ...

Convenient for communicating with people indifferent places and different time zones

Easier to communicate with people whounderstand written English but dont speak itwellExcellent mechanism for follow-up or actionitems after a meeting


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The Challenges (email)Not everyone has an email account or accessto email at all timesEmail etiquette -- no standards -- people make

up own styles, can be very confusingEmail is not confidential -- emails can beobtained from central network even if deletedfrom personal computers


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The Challenges (email) cont...

Email is too often used to distributeinappropriate material, such as racialand gender jokes

Email is too often used to avoidconfrontation and can be easily

misinterpreted


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Email is often sent out without re-reading,proof-reading and other standards appliedto written communications. We press thesend button too soon

Emails can be forwarded and sent to

others without the authors approval orknowledge


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Emails are often casual and informal -- this

can create a potential hazard

Senders often assume that email is readimmediately which can create problems


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Dos and Donts (email)DO -- always begin your email with asalutation and the persons name

DO -- always close the email with a closingsentence and your nameDO -- in the subject line write a brief and clearreference to your topic


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Dos and Donts (email) cont...

DONT -- Send the entire email when replying.Only send the part that is essentialDONT -- Be too blunt -- email is the coldestform of communications. Watch the tone. Befriendly but politeDONT -- Write an email longer than twoscreens -- it probably wont be read


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Dos and Donts (email) cont...

DONT -- use CAPS for emphasis in thebody of the email. It looks and soundsangryDONT -- use an automatic signature withevery email. Use only in your initial email,not when replying to a message


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Telephone

Most employeeshave access to aphoneUsing a telephonecan be spontaneousand often friendly


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Benefits (telephone/voicemail)

Immediate access to audienceCommunication is direct and timely

Takes advantage of tone of voice and languageAllows for immediate response to questions,feedback, etc.


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FACTOID

55% of what people perceive of others comes frombody language and facial expressions

38% comes from tone of voice7% is based on the actual words people use


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5 Basic reasons we Do Not Listen

Listening is Hard WorkCompetition

The Rush for ActionSpeed differences (120 wpm v/s 360 wpm)Lack of Training


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4 Levels of Listening

The Non-ListenerThe Marginal Listener

The Evaluative ListenerThe Active Listener


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Improving Listening SkillsBy not being PreoccupiedBeing Open Minded & Non DefensiveMinimizing InterruptionsEffective Listening is: Hearing, interpreting whennecessary, understanding the message andrelating to it.By Asking Questions


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Communication

ListeningPrepare to ListenFocus on the SpeakerScreen Out DistractionsConcentrate on the MessageListen to Tapes while you commute


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Communication

Speaking and Listening Ask Questions Avoid Daydreaming

Accept AccentsUse mind mappingInterviewComplaintsTelephone


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Communication

SpeakingKnow what you want to sayControl Fear

Stop Talking and ListenThink before you talkBelieve in your messageRepeat Major Points

Find Out what your Listener wants


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Communication

TechniquesDefine AcronymsReduce Jargon

Level ObjectionsUse Humor

Anecdotes and Stories Ask for feedback

Increase your vocabulary


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Communication

Techniques -continuedPauseSpeak more slowlySpeak faster

Vary Your Volume Watch your tone

Record your voice


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COMMUNICATION

7% WORDS Words are only labels and the listeners put their owninterpretation on speakers words

38% PARALINGUISTICThe way in which something is said - the accent, tone and

voice modulation is important to the listener.

55% BODY LANGUAGE What a speaker looks like while delivering a messageaffects the listeners understanding most.


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Body Language

Eye contactFacial expressionPostures and gesturesPersonal biases and prejudicesPersonal spaceOrientation


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Activity : The proper handshake

Start with eye contact and asmile.Firm, not strong.

Up and down, not back andforth. Adjust duration.Close with eye contact and asmile.

A few Tips on Great Body


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ew ps o G eat BodyLanguage !!

Use eye contact.

Avoid too much movement.

Smile Use expressions and hand movements.

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

Ensure your body language communicates "I am glad to behere"


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TYPES OF BODY LANGUAGERemember that you are dealing with PEOPLE

(P)OSTURES & GESTURESHow do you use hand gestures? Stance?

(E)YE CONTACTHows your Lighthouse?

(O)RIENTATIONHow do you position yourself?

(P)RESENTATIONHow do you deliver your message?

(L)OOKS Are your looks, appearance, dress important?(E)XPRESSIONS OF EMOTION

Are you using facial expressions to express emotion?


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Final Thoughts A persons competence and a persons

effectiveness are based on their ability tocommunicate effectively

Competence isnt the problem --How you Communicate is


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Neeraj [email protected] 9725479188
mailto:[email protected]:[email protected]

CATT Communication

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