3. Everything a Manager does involves
Communication.
Effective communication skills can lead to :
Overcome problems
Enhance relationships
Develop team work
Achieve goals for the manager.
3
8. Churchill's Communication Skills:
• Knew how to describe a scene, present a point of
view, and tell a good story.
• Put his audience at the center of the action.
• Direct and straight with his people.
• Known for meeting and mingling with people.
• Used questioning (interrogation).
• Kind to his adversaries once he had defeated them.
9. Powell's
Communication
Leadership Lessons
• Be firm in your
conviction.
• Demonstrate serenity.
• Be decisive.
• Be seen as the leader.
• Live your message.
10. Oprah Winfrey--Life As A Story
Communicate in
multiple ways.
•Make a stand.
•Delegate to
complement.
•Take a stand.
•Live your message
11. Developing Excellent Communication with
Customer
Verbal communication
skills
Productive
Non Verbal relationships
communication skills with customers
Listening skills
11
12. Six C of giving good information
to customers
Clear Concise
Correct Complete
Courteous Concrete
3/3/2012 12
13. Building good will through
Communication
• Ultimate purpose is positive reputation.
• There are 3 ways:
–Your Attitude
–Positive Emphasis
–Bias free Language
14. The 6 Basic Rules for Dialogue
• Be open and suspend judgment .
• Keep dialogue and decision-making separate .
• Speak for yourself, not as a representative, and treat
all participants as peers.
• Listen with empathy
• Look for common ground – identifying areas
where you agree.
• Search for and disclose hidden assumptions
16. The Most Important Words
• The six most important words: "I admit I made a mistake."
• The five most important words: "You did a good job."
• The four most important words: "What is your opinion."
• The three most important words: "If you please."
• The two most important words: "Thank you,"
• The one most important word: "We"
• The least most important word: "I"
- Author unknown
18. Ten commandments for good listening
• Prepare to listen
• Avoid pre-judgment
• Be open minded
• Remove distractions
• Establish eye contact
• Be patient
• Hold your temper
• Go easy on argument and criticism
• Ask questions
• Give feed backs
19. Discussion Basis
• Keep it a business-like discussion
– Stick to the subject
– Listen respectfully
– Avoid getting hung up on personalities
– Grant that other person “may have something”
– Do not loose temper
– Plan the time and place for the discussion
20. Design An Approach
• Approach appeals to other’s motivations and
emotions
– Be pleasant, remain calm
– Use questions, and listen to responses
– Observe body language, clues to other’s feelings
– Give direct answers
– Speak in a manner the other participants understand/relate to
21. Explain Why
• Reasons why/why not
– Be truthful
– Show willingness to answer questions
– Let others “in on the know”
– Present the complete story
22. Admit Mistakes
• Recognize no one is perfect
– Natural tendency is to avoid sharing or rationalizing a
mistake
– No mistakes => is employee or leader really doing
anything? At least not taking risks
– Determine who is affected by mistake, and if any
corrective action needed
– Recognize mistake was made, regardless of how
discovered. Show mistakes are learning opportunities
– Document “lessons learned” for each project
23. Be Prompt
• Be responsive to situations / issues
– Be consistent, use a structured problem solving technique
– Base decisions on facts, if this takes time
• promptly acknowledge understanding of situation
• Let others know what is going on
• Allow others to assist, give choices of alternatives
– Always follow up!
24. Compliment
• Always give recognition where deserved
– Ensure sincere and consistent
– Understand each person is an individual, tailor recognition to be
meaningful to the person
– Give commendation for special accomplishments & efforts
– Do not overlook contributions, especially if others recognition is
public
25. Non Verbal Communication
• Refers to any communication that does not use
words
• Takes place extensively at every level, organization
,individual, family ,social
• One of the oldest forms of communication
• Consists gestures, postures, signals and facial
expression
• Universal in appeal
26. Body Language
• Your dress
• Position of your body
• Your facial expression
• Way your greet
• Your smile
• Your office
• Your eyes
• Your table/chairs
• Are you
• Your
seated/standing?
telephone/computer
• Position of your
• Anything else?
hands/legs
