March16 17 Business Communication
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Transcript of March16 17 Business Communication
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Business Communication
Kartik Vyas
Potentials UnlimitedMumbai
India
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1. Context What factors are relevant to this situation.
2. ObjectiveWhat do I want to accomplish in this situation.
3. ApproachWhich is the Better way of doing it.
4. TechniqueWhat specific methods should I use to solve it.
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Dimensions of
CommunicationVerbal
Non verbal Body Language
+Tone
Listening
Asking QuestionsFeedback asking and giving
Assertive Communication
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Communication :
Leadership responsibilityof creating
Understandingand
Trust
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ListeningListening FeedbackFeedback
SemanticsSemantics Tune to receiverTune to receiver
Lack of Planning:Lack of Planning: Who, When, Where,Who, When, Where,
Objectives,OptionsObjectives,Options What,Why, HowWhat,Why, How
Failure to see NeedFailure to see Need AwarenessAwareness
AssumptionAssumption FactsFacts
Self-InterestSelf-Interest EmpathyEmpathy
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EmotionalIntelligenceThe Competencies
Daniel Goleman
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The CompetenceFrameworkPersonal competence
These competencies determine how wemanage ourselves.
Self awareness
Self-Regulation
Self Motivation
Social Competence
These competencies determine how wehandle relationships.
Social Awareness andEmpathy
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Self-Awareness
Knowing ones internal states,preferences, resources and intuitions
Emotional Awareness
Accurate Self-assessment
Self-Confidence
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Self RegulationManaging one's internal states,
impulses, and resources
Self-control
Trustworthiness
Conscientiousness
Innovation
Adaptability
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Self MotivationEmotional tendencies that guide or facilitate
reaching goals
Achievement drive
Commitment
Initiative
Optimism
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Social Awareness &Empathy
Awareness of other's feelings, needs
and concerns
Understanding Others
Developing others
Service orientation
Leveraging diversity
Political awareness
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Social SkillsCommunication
Conflict Management
Change Catalyst
Building Bonds
Collaboration and Cooperation
Team Capabilities
Influence
Leadership
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1. The process of using our1. The process of using our
Eyes,Eyes,Ears andEars and
MindMind
toto
UnderstandUnderstand
Meanings andMeanings and
Feelings.Feelings.
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Nonverbal Dos and Donts for
the Listener
1. Pay attention/Concentrate
2. Maintain Eye contact
3. Show Interest by Appropriate gestures
- Nodding, Smiling
4. Encourage the speaker by words/sounds-
- I see, yes, really, go on, Hmmm, Correct,Is it?
5. Dont Interrupt
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1. Mirror content-Repeating important words, phrases or sentences
used by the speaker.
2. Rephrase/Paraphrase/Summarise the content-Putting speakers meaning into your own words.
3. Reflect feeling-
Paying attention to speakers feeling not just words
and conveying the same to the speaker.
4. Rephrase the content and Reflect the feeling-Includes both 2nd and 3rd sta es.
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Nonverbal Dos and Donts for
the Listener
1. Pay attention/Concentrate
2. Maintain Eye contact
3. Show Interest by Appropriate gestures
- Nodding, Smiling
4. Encourage the speaker by words/sounds-
- I see, yes, really, go on, Hmmm, Correct,Is it?
5. Dont Interrupt
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Feedback
1. Make it Specific not vague
2. Focus on behaviour not personality
3. Keep it positively worded not negatively
4. Use words like more, less, better not
good, bad
5. Convey what you have observed not
passing judgement
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Empathic Listening
Shows Responses that Indicate
Understanding
Empathic Listening
Shows Responses that Indicate
Understanding
I hear what you are feeling
I understand what you are seeing
I am interested and concerned
I have no desire to change you
You can feel free in my presence
I dont judge or evaluate you