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1. Tell me about a situation when you had to deal with an agitated customer. How did you handle the situation?
2. Tell me about the cases when do you feel written communication is preferable to verbal communication? Why?
3. Tell me about a time when you used verbal important point to convince customer.
4. Discuss a situation when you were able to communicate well with someone who dislikes you.
5. Have you ever needed to strongly raise your points in a meeting or presentation? Tell me about it. Were you successful?
6. What do you do to ensure that someone you are communicating with understands what you are trying to convey?
7. Tell me about a time when you had a miscommunication with someone, and what you did to fix it.
8. Rate your communication skills on a scale of 1 to 5 with 5 representing excellent communication skills.
9. What is your experience in terms of presenting to large or small groups? Describe a time when you had successful making a speech or presentation to a group?
10. What different approaches do you take in talking to different kind of people?
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| Functions of Communication |
- Control
- Motivation
- Emotional Expression
- Information
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| The Communication Process |
Source Encoding Channel Decoding Receiver
Feedback
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| Communication Fundamentals |
Direction:
- Downward
- Upward
- Crosswise
Networks:
- Formal vs. Informal
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| Barriers to Effective Communication |
- Filtering
- Selective Perception
- Emotions
- Language
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| Key Communication Skills |
- Listening Skills
- Feedback Skills
- Presentation skills
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| Meaning |
- Listening Is With The Mind
- Hearing With The Senses
- Listening Is Conscious
- An Active Process Of Eliciting Information
- Ideas, Attitudes And Emotions
- Interpersonal, Oral Exchange
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| Fallacies about Listening |
- Listening is not my problem!
- Listening and hearing are the same
- Good readers are good listeners
- Smarter people are better listeners
- Listening improves with age
- Learning not to listen
- Thinking about what we are going to say rather than listening to a speaker
- Talking when we should be listening
- Hearing what we expect to hear rather than what is actually said
- Not paying attention (preoccupation, prejudice, self-centeredness, stero-type)
- Listening skills are difficult to learn
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| Stages of the Listening Process |
- Hearing
- Focusing on the message
- Comprehending and interpreting
- Analyzing and Evaluating
- Responding
- Remembering
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| Barriers to Active Listening |
- Environmental barriers
- Physiological barriers
- Psychological barriers
- Selective Listening
- Negative Listening Attitudes
- Personal Reactions
- Poor Motivation
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| How to Be an Effective Listener |
What You Think about Listening?
- Understand the complexities of listening
- Prepare to listen
- Adjust to the situation
- Focus on ideas or key points
- Capitalize on the speed differential
- Organize material for learning
What You Feel about Listening ?
- Want to listen
- Delay judgment
- Admit your biases
- Don’t tune out “dry” subjects
- Accept responsibility for understanding
- Encourage others to talk
What You Do about Listening ?
- Establish eye contact with the speaker
- Take notes effectively
- Be a physically involved listener
- Avoid negative mannerisms
- Exercise your listening muscles
- Follow the Golden Rule
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| Feedback Skills |
- Positive vs. Negative Feedback
- Positive feedback is more readily and accurately perceived than negative feedback
- Positive feedback fits what most people wish to hear and already believe about themselves
- Negative feedback is most likely to be accepted when it comes from a credible source if it is objective in form
- Subjective impressions carry weight only when they come from a person with high status and credibility
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| Developing Effective Feedback Skills |
- Focus on specific behaviours
- Keep feedback impersonal
- Keep feedback goal oriented
- Make feedback well timed
- Ensure understanding
- Direct feedback toward behaviour that is controllable by the recipient
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| Group Think |
- Phenomena in which the norm for consensus overrides the realistic appraisal of alternative course of action
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| Presentation Skills |
- Ideas, concepts or issues talked about or spoken to a group or audience
- Public speaking is one of the most feared things “I could make such a fool of myself”
- Skills required to give a good presentation can be developed
- Preparation/ Planning is the first step on the ladder to success
- Aspects in the development of a good presentation: Self Centered (Self), Audience Centered (Audience) & Subject Centered (Material)
- Direct feedback toward behaviour that is controllable by the recipient
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