COMMUNICATION FOR

SUCCESS
PARTICIPANTS HANDBOOK
 WORKSHOP STRUCTURE

1. Communication and its types

2. Styles of Communication

3. Managing Perceptions

4. Business Dressing

5. Preparation

6. Using Voice to communicate effectively

7. E-mail Etiquette
8. Telephone Etiquette

9. Listening

10. Effective Client Interaction

11. Conversational Skills

Communicating:
Vital aspect of management
 The art of being able to structure and transmit a message in a
way that another can easily understand and/or accept.

How Effective Are Your Communication Skills?

Date: _____________________ Name: ___________________________________________

I’m great at I’m Okay I could be

How Good Are You?
this better

Listening to others

Communicating in speech

Communicating in writing
Giving clear instructions

Explaining difficult concepts or ideas

Dealing with public in general

Dealing with difficult situations

Ability to put forward own ideas

Starting a conversation

Chairing a meeting

Interviewing others

Being interviewed

Giving a team briefing/ group presentation

Asking questions

Look at your answers:

What skills do you feel you need to work on?

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How would you want to develop these skills?

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What are your strength’s?

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How do you feel about your communication skills?

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Additional Comments: __________________________________________________________________

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Notes:
Notes:
Types of Communication

 Verbal

 Oral - person to person ; Over the Telephone ; Meetings

 Written - E-mail ; reports ;

 Nonverbal

 Expression

 Body language

The 3 M’s of Effective Communication

 Messenger

 Medium

 Message
Notes:
Activity 8: Styles of communication
Using the grid below, sort the “Emotions” into the Style of Communication to
describe the 3 general types of communication behavior. The first one has been
done for you.

Tone of voice
Click and drag text
Aggressive Submissive Assertive box to correct
column
Harsh

Harsh Sarcastic tone, cold

Hesitant Fast, fluent

Middle tone voice

Lots of pauses

Wobbly voice

Loud, shouting

Clear steady firm

Firm speech

Voice fading at
end

Emphasizes key
words
Speech Content
Click and drag text
Aggressive Submissive Assertive box to correct
column

Stating what
Blaming
you feel

Stating opinions
Rambling
as facts

Stating opinions

Apologizing a lot

Backing down

Interrupting

Resolving problems

Giving orders

Putting yourself
down

Putting
others down

Acknowledging
others point of
view
 Body Language
Aggressive Submissive Assertive

Open expression,
features steady

Fist thumping Fidgeting

Listening Fidgeting
Covering mouth

Upright, relaxed Covering mouth

Looking down Veryupright

Very upright

Leaning forward Finger wagging

Firm eye contact Staring

Staring

Exaggerated facial
expressions Hunched
shoulders
Finger wagging Hunched
shoulders
How assertive are you
How Assertive Are YOU??
Date: _____________________ Name:___________________________________________

I’m great at I’m Okay I could be

How Good Are You ?
this better

Say “No” without feeling guilty

Disagreeing with someone

Giving criticism

Responding to criticism

Asking for help

Expressing compliments or
appreciation

Speaking up in front of a group

Telling people how you feel

Stating your views clearly

Accepting others options

Look at your answers:

What skills do you feel you need to work on?

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How would you want to develop these skills?

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What are your strength’s?

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How do you feel about your assertiveness skills?

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Additional Comments: __________________________________________________________________

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 Notes:

Activity 11
Write the corresponding number on the photograph
selected against the questions below.

• Which person would you select as a role model in your life?

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• Which 5 people would you like to travel with for a year?

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• Is there one person you would not want anything to do with?

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• Who, if anyone, would you choose as a good friend?

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• Which person do you feel would be the best public speaker?

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• Which person looks like a lot of fun?

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• Which person looks laid back and boring?

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• Which person looks defeated?

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Thoughts on Apparel

 NEVER under estimate the power of first impressions..

 Dress appropriately for your surroundings – Line of Work / Corporate

Culture/Audience.

 Conservative colors are always safest.

 Underwear stays UNDER your wears !!

Notes:
Crash through Barriers

Team A : Who wants to be a lawyer...

Lawyer – Inflection exercise –

I see,

I hear,

I understand,

I feel,

‘but I don’t agree with this, throw it out’

Team B: Who wants to be Tarzan...

Tarzan - to loosen up –

Me tarzan,

me king of the jungle,

me call lion –

come here lion,

me call elephant –

come here elephant

Team C : Who wants to tell Dennis...

Dennis – voice

Dennis,

don’t you ever ever ever

let me catch you

using my toothbrush
on your dog

Team D: Who wants to sell a product...

Advertisement actor – to become more expressive –

The floor is so dirty,

the stains won’t go,

it’s time for a change,

with clean and glow.

Just shake it up, and pour it down,

WOW,

it looks so good,

with Clean and Glow, Clean and Glow, Clean and Glow

Team E: Disagree Agreeably

CUSHION

I hear you saying...

I understand...

I appreciate your view...

That’s an interesting point of view...

Activity 14
 Show me the money!!

Activity 15
Read out the sentences given below stress on the
appropriate syllable

1. He conducted classed on how to improve one’s conduct

2. Please don’t desert her in the desert

3. I contest in the contest

4. I suspect there is a suspect for the murder

5. She objects to the removal of the object

6. I have a permit to permit this search

7. He could not digest the tragic story in the digest

8. The professor was content with the content of his research paper

9. The artist will present his new record as a present.

10.You cannot call yourself a graduate if you have not graduated from college

11.The executive associate refused to associate with his subordinates

12.Its difficult for a drug addict to get rid of his addiction

13.The criminal advocate decided to advocate capital punishment.

14.The soldier wound his bandage over his wound.

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Its not about Accent – Its about Clarity
RSVPP
 Rhythm

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 Speed

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 Volume

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 Pitch

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  Pause

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Here are four suggestions for more productive

questions:

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

2. Ask open questions that require more than a Yes or No. These are the "Wh" and
"H" questions beginning with What, Why, Where, and How.

3. Ask some questions that are a little bit surprising or "edgy."

4. Use some "If?"

Notes:
Important E-mail Tips
 Do not abbreviate

 Keep your e-mails short and simple – one screen length if possible.

 Have a professional E-mail ID

 Mind Your Manners

 Do not “Reply All”

 Spelling Counts... Grammar Too

 Avoid many if any Attachments

Conversation Techniques : Acceptable Responses

What You Mean: Tell the Caller:

"He/She is not in the office at the moment. Would you like

"He/She is out."
to leave a message on his/her voicemail?"

"He/She has stepped out of the office. Would you like to

"I don't know where he/she is."
leave a message on his/her voicemail?"

"He/She has stepped out of the office. Would you like to

"He/She is in the men's/ladies room."
leave a message on his/her voicemail?"

"I expect him/her shortly. Would you like to leave a message

"He/She hasn't come in yet."
on his/her voicemail?"

"She/He is out of the office for the day. Can someone else
"She/He took the day off."
help you or would you like her/his voicemail?"

"He/She is unavailable at the moment. Would you like to

"He/She doesn't want to be disturbed."
leave a message on his/her voicemail?"
"She is unavailable at the moment. Would you like to leave
"She is busy"
a message on his/her voicemail?"

Avoid Verbal Barriers to Communication

 ,m

Notes:
 Telephone etiquette Role Plays : Receiving a Call
(Speaker)____________________________ (Subject)____________________________

Date: _____________________ Observer's Name:___________________________________________

Observations: Did the student.. No Yes

Answer the phone promptly,

Use a pleasant voice. (Put a smile in his/her voice.)

Answer by stating the name of the business, then state your

name

Listen carefully to the caller.

Find the person the caller wants, direct the call to voice mail or
take a message.

Repeat back the information to make sure you recorded it

correctly.

Say “Goodbye” and wait for the caller to hang up the phone
before you hang up your receiver.

Additional Comments: __________________________________________________________________

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 TELEPHONE CALL REVIEW FORM: Role Plays: Making a Call

NAME: DATE:

OPENING CALL N/A Done Could be better Not Done

1. Pre call preparation

2. Did the Caller greet the customer
3. Identify self
4. Identify Company
5. State purpose of the call
COMMENTS

VERBAL N/A Done Could be better Not Done

1. Questioning techniques
2. Avoid Speech Errors
3. Appropriate Rhythm
4. Appropriate Speed
5. Appropriate Volume
6. Appropriate Pitch
7. Appropriate Pause
8. Appropriate Helpfulness
COMMENTS

LISTENING SKILLS N/A Done Could be better Not Done

1. Resolving problem
2. Verbal Nods
3. Notate all information given by the caller
COMMENTS

CLOSING N/A Done Could be better Not Done

1. Summarized the call

2. Thanked the customer
COMMENTS
Notes:
You must CHOOSE to participate in the process of listening.

Barriers to Listening

 Uninteresting Topics

 Speaker’s Delivery

 External Distractions

 Mentally Preparing Response

 Personal Concerns

 Personal Bias

 Language/Culture Differences

 Faking Attention
5 Steps to Handle Client Interactions with Ease

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

2. Honor Your Client's Perspective

3. Be Curious About Your Clients and Their Issues

4. Ask Powerful, Clarifying Questions

5. Create a Clear Agreement About the Resolution and Next Steps

TRIPLE 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?

Three steps to improve your Conversational skills

 Stage One: Meeting New People and Initiating New Conversations

 Stage Two: Keeping the Conversation Going

 Stage Three: Exiting the Conversation

So Remember:

 Smile first and always shake hands when you meet anyone.

 Take your time during introductions!

 Maintain eye contact in any conversation

 Listen carefully
Notes:
 Final Presentation Evaluation Form

NAME: DATE:

Messenger N/A Done Could be better Not Done

• Was there any pre-speech preparation?

• Was he/she dressed appropriately?
• Good Introduction?
• Was he/she assertive (confident)?

COMMENTS

VERBAL N/A Done Could be better Not Done

• Avoid Speech Errors

• Appropriate Rhythm (word & syllable stress)
• Appropriate Speed
• Appropriate Volume
• Appropriate Pitch
• Appropriate Pause

COMMENTS

BODY LANGUAGE N/A Done Could be better Not Done

• Eye contact
• Facial Expression
• Posture and Gestures
• Personal Space
• Orientation
• Avoided too much Movement

COMMENTS
LISTENING SKILLS N/A Done Could be better Not Done

• Verbal Nods (if asked a question)

• Checked for understanding
• Aware of what is happening around

COMMENTS

MESSAGE N/A Done Could be better Not Done

• Was the message conveyed effectively?

• Appropriate words used?
• KISS – Kept It Short & Sweet?

COMMENTS
Notes:
Name: __________________________________________________________________

Work: __________________________________________________________________

Professional Vision: I want to work on…...

Commit to Strengthen a Relationship

The Business associate with whom I want a stronger relationship:

A description of the breakthrough I desire:

Specifically, what I am going to do differently:

Personal Assessment

On a scale of 1 – 10, with 10 being the highest, please evaluate yourself in

the following areas.

Before Workshop Post Workshop

1. Self-Confidence

2. Communication Skills

3. Client Interaction

4. Conversational Skills
Notes: