An attempt has been made to combine, revise and improve my earlier presentation, specially for the National Institute of Tourism and Hospitality Management, Hyderabad.

1. me
el co
W

2. Swagatham
Subha Swagatham

3. Satyam
Shivam
Sundaram
[ Truth, Bliss and Beauty ]

4. Special Edition for
The National Institute of
Tourism and Hospitality Management
September 21, 2012 4

6. The First Impression
• Created in the first 5 – 10 seconds
of a meeting / conversation
• Give the impression that you are
competent, knowledgeable,
trustworthy and professional
• Remember, first impressions are
the best impressions

7. Body Language
• Can reveal your feelings
• Posture ~ very important
• Hands / Legs ~ avoid fidgeting
• Face ~ window to your soul
• Eye contact ~ appropriate
• Smile ~ pleasant

8. Voice
• A person can be judged by the way
they speak
• Must sound sincere and confident
• Pronunciation is important
• Tone of voice
• Loudness
• Avoid using slang

9. The Handshake
• Most widely accepted form
of first contact
• Should be firm not bone crushing
• Palm neither facing upward or
downward
• Make appropriate eye contact

10. Etiquette
• Do unto others as you would like
them do to you
• Good manners ~ handkerchief
while sneezing, ‘excuse me’
before entering or leaving , etc
• Politeness

11. September 21, 2012 11

13. September 21, 2012 13

14. Think > listen > talk
September 21, 2012 14

15. Communication Goals
To change behavior
To get and give
To get action
Information
To persuade To ensure understanding
September 21, 2012 15

16. Why is
communication
important ?
 Inspires confidence
 Builds respect
 Helps make friends
 Reveals your ability to others
 Develops a distinct personality
September 21, 2012 16

17. PEOPLE ARE INFLUENCED,
PROBLEMS ARE SOLVED,
CHANGES ARE FACILITATED,
EXCELLENT RELATIONSHIPS ARE DEVELOPED,
DESIRED RESULTS ARE ACHIEVED, AND
SUCCESS IS ENSURED.
September 21, 2012 17

18. plays
a vital role
in discovering
ourselves &
the world
around us
September 21, 2012 18

19. THE QUALITY OF YOUR LIFE
IS THE QUALITY OF YOUR COMMUNICATION ~
BOTH WITH YOURSELF & OTHERS
September 21, 2012 19

20. Love is so caring…
COMMUNICATION
INCLUDES
BODY LANGUAGE,
TONALITY OF VOICE &
THE WORDS YOU USE.
55% +
38% +
7% =
September 21, 2012 20

21. Communication, to be effective,
must touch the heart.

22. Your Attitude.
Your Behaviour,
Your Body Language
~ everything about you
Communicates

23. Good Grooming
1. Hair care
2. Skin care and care of nails
3. Face care / Make Up (preferably light
colours)
4. Beauty hints : Wear colours that suit
your skin colour
5. Personal hygiene

24. Good Grooming
Personal hygiene
 Bath daily
 Brush daily
 Wash face, at least, twice
 Clean your hands, legs and
nails properly
 Drink lots of water
 Eat healthy food
 Exercise daily

25. Good Grooming
Smelling nice at all times
 Deodorants : Not very strong
smell
 Mouth fresher : Fresh Breath
at all times
 Perfumes : Light smell
 Tidy and well-ironed clothes

26. Good Grooming
Body language
 Look straight
 Shake hands
 Walk straight
 Eye to eye contact
 Smile

27. Good Grooming
Body language
 Look straight
 Shake hands
 Walk straight
 Eye to eye contact
 Smile

28. One more Tip :
Get enough sleep & food. It helps
not only in looking good and feeling better,
but
incre as es
your productivity.

30. S. M. I. L. E.
S = SELF
M = MOTIVATED
I = INITIATIVE [ TO ]
L = LEARN [ AND ]
E = EXCEL
L = E  L – E = 0
LEARN TO EXCEL IN LIFE
THE SECRET OF EXCELLENCE LIES IN
LEARNING

31. 24 Hours X 60 Minutes = 1440 Minutes
AT LEAST
1 % OF OUR TIME
TO BE INVESTED IN
GOOD READING
SO AS TO
PREPARE OURSELVES FOR THE
FUTURE
September 21, 2012
Sadgrandha Patanam 31

32. THE SECRET OF SUCCESS :
CONSTANTLY & CONTINUOUSLY
FUTURE
PRESENT
PAST
Sameeksha

33. Sajjana Sangathyam

34. Sep 21, 2012
Listen to
soft and soothing music Sangeetham
34

35. Your Dress,
Smile,
Looks and
everything else
communicates

36. Learning different
LANGUAGES

37. Art, Culture, Sculpture,
Music, Literature,
History,
Archeological aspects
etc.

39. No offensive language
please.

40. Be Dignified.
No offensive Habits
please.

41. Don’t accept
Drinks,
Drugs,etc.
While on duty,
Don’t take drinks
or Gutka, Pan, etc.

42. Be aware of
Mannerisms

43. Improve your
Memory skills
Keep a note book
to note down

44. Clarity
Clarity in
Thought,
Word
and
Action

45. Time Management
And
Punctuality

46. Be Patriotic.
No negative remarks
about our country
or any other country
Similarly,
No negative comments
about our culture
or any other culture

47. Noting
the differences
between
Foreign
Tourists
and
Indian Tourists

48. Foreign Tourists ~
their unique nature,
preferences
and
requirements

49. Foreign Tourists ~
they usually do a
great deal of
homework
and are generally
knowledgeable

50. Keeping a Note Book
and recording
useful information
For Example:
What do you say for
Good Morning
in your language ?

51. Willingness
to LEARN
and IMPROVE

52. Don’t
underestimate
Others
And
Don’t
overestimate
Yourself

53. Be Courteous
Be Dignified
Be Self-respecting

54. Be Honest

55. Be knowledgeable
about shopping

56. Acquaint yourself with
using videos,
cameras, etc.

57. Maintain Punctuality
and ensure
Safety,
Travel arrangements,
Other facilities, etc.

58. Be sensitive to
Religious
and
Cultural
differences

59. Be in touch
with other Friends
to improve
yourself

61. W. A. T. C.
H.
W = WORDS
A = ACTIONS
T = THOUGHTS
C = CHARACTER
H = HEAD & HEART
September 21, 2012 61

62. ?
ve S kills
ro n
p o
im ati
y ic
h n
W u
m
om
rC
ou

63. 1. Make sure that
body language,
your words &
tonality
are congruent –
[ aligned and sending the same message ]

64. 2. Maintaining eye contact –
[ expression of your interest ]

65. 3. Improve your voice culture –
[ make it interesting ]

66. 4. Be positive, precise and clear –
[ ~ “don’t forget to complete the work by tomorrow.” ]
[ ~ “please remember to complete the work by tomorrow.” ]

67. 5. Good listening
supplies
the building blocks of
good understanding and
good communication skills
~ listening is an active process involving :
ears – for verbal communication
eyes – for non-verbal communication
body – for gestures

68. 6. Well-timed pauses
give time for
explanation,
evaluation &
development of thought
~ facial expressions reveal the difference between
a pregnant pause and an embarrassed silence

69. 7. Summarising
is an essential skill
which takes stock of
the main points covered

70. 8. Empathize
with the receiver of the message
~ put yourself in the other person’s position,
understand the other person’s perspective
and then proceed to interact

71. 9. Communication is irreversible
~ communication cannot be reversed
[ reversible processes – water and ice
irreversible processes – milk and coffee ]
Only minimizing the hurt feelings is possible,
but the damage has already been done.
[ ~ forgive but not forget ]
Be highly careful, thoughtful and purposeful

72. 10. Communication
can always be improved
~ practice, more practice and much more practice

73. 11. Communication and clarity

74. 12. Communication and character

75. Just think it over - - - - -
What
YOU can
Do with what
GOD has given
to you!
75 September 21, 2012
75 Kerala

76. 76 September 21, 2012
76 Kerala

77. 77 September 21, 2012
77 Kerala

78. A Small Step
can make
A big difference

79. If you don’t practice – you don’t gain.
If you practice – You gain. . . .
Ag ain. . . and A ga in .

81. Please
Put
Something
into practice
September 21, 2012 81

83. Deshamunu
Preminchumanna
Manchiannadi
Penchumanna
Vottimatalu
Kattipettoy
Gattimel
Talapettavoy
Love your Motherland
Do your bit to increase the Good
Stop the habit of merely talking
Contemplate on doing real Good

85. GOOD LUCK

86. Please visit:
www.archive.org
and search for
POOLABATA
to read freely
5 publications in Telugu
and 2 publications in English
relating to Personality Development
and also for a Telugu Booklet titled
DESHAMUNU PREMINCHUMANNA

87. As on 20th Sep 2012
For the sake of record
Prof. V. Viswanadham has uploaded live recordings
of more than 750 of his speeches to www.archive.org.
‘Communication Skills’ - was downloaded, 5,089 times.
More than 200 Power Point Presentations, [ slides ]
can be freely viewed at: www.scribd.com
So far, 1,39,724 have viewed.
www.slideshare.net/viswanadham -
One of the presentations, titled Communication Skills, was
viewed 14,134 times, & downloaded 1,823 times.
Thank you dear friends for helping me to reach many more.
Sep 21, 2012
September 21, 2012 Viswam-2009 87

88. In case
YOU liked
this speech and
presentation
~ for listening to
more speeches and
for viewing
more presentations,
Please Visit:
Visit: http:// www.archive.org
and Search for Prof. V. Viswanadham
~ please download and then kindly listen.
September 21, 2012 88

89. In case YOU liked
this presentation
~ for viewing more presentations,
on various topics,
Please Visit:
Please visit : www.scribd. com and
search for Viswam.vangapally4581
and / or www.slideshare.net/viswanadham
In case YOU want to give
some feedback / contact me : Prof. V. Viswanadham
viswam.vangapally@gmail.com
~ [040 – 2722 3383]
September 21, 2012 89

90. September 21, 2012 90