Content for ICE-2 for the Revision purpose of the employees of Alok Industries.

1. ALOK INDUSTRIES LTD
Innovative Textile Solution
Increasing Communication Effectiveness
ICE-2

2. Effective Listening Skills

3. Module Objectives
• Importance of listening
• The four types of listening
• How to listen effectively
• Explain assertiveness.
• Identify their own assertiveness profile.
• Explain the benefits of assertive communication.
• Identify tips and techniques to develop assertive
Behavior.
• Display the skills, attitudes and habits for
demonstrating Assertive Behavior.
• Understanding Email etiquettes.
• Writing Emails Effectively

4. Listening Vs Hearing
• Hearing is merely taking in audible sounds.
Hearing provides little feedback to others,
and lacks collaboration, empathy and does
not promote closeness.
• On the other hand, listening requires more
effort as you interpret messages on both
non-verbal and verbal levels.

6. Process to listen
effectively !
Receive
Interpret
Evaluate
Remember
Respond

7. • Paradoxical secret of effective
communication is listening.
• Listening heads the list of essential
skills.
• Almost half of all communication
activity is listening.
Listening !
The forgotten Skill

8. Ferret Them out

10. Types of Listening !
Four basic types of Listening:
• Content Listening
• Critical Listening
• Empathetic Listening
• Active Listening

11. Goal is to understand and retain information
imparted by the speaker.
• Questions can be asked but basically
information flows from the speaker.
• It does not matter whether you
understand, agree or disagree.
Example: A typical classroom where a
professor is delivering lectures
Content Listening

12. Goal is to evaluate the message at several levels
• The logic of the argument
• Strength of the evidence
• Validity of the examples
• Implication of the message for your
organization
• Involves interaction to uncover the speakers
point of view
• Non-verbal are the best clue
Example: A prospective buyer during a new
product launch.
Critical Listening

13. Goal is to understand the speaker’s feelings,
needs and wants in order to help solve a
problem.
• Help the speaker vent his emotions that
are preventing him from dealing
dispassionately with the problem.
• Do not give advice.
• Let the speaker talk.
Example: Grievance handling cell of a
company
Empathetic Listening

14. Goal is to appreciate the other person’s point of
view, whether you agree to it or not.
• Before replying to a person’s comment with
your points, restate the ideas and feelings
behind the comment to the other person’s
satisfaction.
Example: A typical sales situation
Active Listening

15. • Hold your questions
• Listen for ideas
• Resist distractions
• Keep your mind open
• Understand that thought is faster than
speech.
Keys To Effective Listening

17. • Boredom
• Environment
• Pre-Conceived Ideas
• Tiredness
• The Urge to Speak and Respond
Barriers To Listening

18. M o S
Mid own Steps

19. • Content listening, critical listening,
Empathetic listening and active listening
are four types of listening
• The key to effective listening is to hold
your questions, listen for ideas, resist
distractions and keep your mind open
Summary so far..

20. Assertive Communication

21. Module Objectives
• Explain assertiveness.
• Identify their own assertiveness profile
• Explain the benefits of assertive
communication
• Identify tips and techniques to develop
assertive Behavior.
• Display the skills, attitudes and habits for
demonstrating Assertive Behavior.

22. Assertiveness
“Interpersonal Behaviour (verbal and non-
verbal) in which a person expresses him/herself
and his/her needs in such a way that the rights
of others are not infringed upon.”

23. Traits of a Non -
Assertive Person
A person is deemed to display non –
assertive Behavior when he is being:
 Defensive
 Judgmental
 Impulsive
 Emotional
 Demanding
 Antagonist

24. • Assertiveness can be effectively used while:
• Negotiating.
• Resolving conflict and defusing anger.
• Implementing/explaining controversial policy.
• Communicating tough decisions.
• Solving problems.
• Establishing boundaries, balance.
• Dealing with aggressive, passive and passive-
aggressive Behaviour.
Benefits of Assertive
Communication

25. What keeps one from
being Assertive?
 Insecurity of others – in terms of age, rank
and seniority.
 Expectations.
 Past experience.
 Fears:
o Causing harm to self or others.
o Causing loss to self or others.

26. Assertiveness is an art that needs to be
practiced continually.
"Each practice opportunity is also an
opportunity to feel good about oneself for
speaking up and feeling good about oneself is
a step toward building self esteem."

27. Your
Assertiveness
Profile

28. The Assertiveness
Matrix
AssertiveAggressive
Passive Receptive
Low
Low
High
High

30. • An individual with this Behaviour tends to use
low enthusiasm and low understanding levels.
• He normally keeps to himself or remains quiet
and unassuming in most discussions or in
meetings with others.
• When directly engaged, he may often concede
to more aggressive types.
• He is generally emotionally dishonest and
does not convey his feelings to others openly.
• Since he does not communicate openly, he
ends up feeling hurt or anxious.
Passive Behavior

31. Possible body language used:
• Leaning back
• Hands clasped or arms crossed
• Eyes averted or watching the broad scene
with fleeting looks and possible sighs.
• While talking to others, they allow themselves
to be interrupted.
Passive Behavior

32. Strengths
• Effectively analyzes discussions or debates.
• Can listen effectively.
Weakness
• Ignores/sacrifices own rights.
• Stays silent rather than speaking up.
• Can feel inept at times.
Passive Behavior

34. • An individual with this Behavior uses high
enthusiasm and is low on understanding.
• His primary objective is to be in control.
• To achieve this, they may tread on others
rights or feelings.
• Such individuals may fail to listen to others.
Aggressive Behavior

35. Aggressive Behavior
Possible body language used:
 Invades space
 Loud voice
 Arms crossed or moving aggressively
 Very direct eye contact or even staring
 Interrupts others while speaking
 Subordinates others and tries to make
others feel small and insignificant
 Stereotypes others and makes statements
to that effect.

36. Aggressive Behavior
Strengths
 Confident and commanding when
required.
Weakness
 May often be insensitive to others rights
and needs.
 May adopt a sarcastic or hostile attitude.
 Interrupts or talks over others without
listening.

38. Receptive Behavior
 An individual with this Behavior uses high
understanding and low enthusiasm.
 He tends to offer gentle comments and
suggestions in discussions and
conversations.
 He is more interested in finding out about
other people and in building better
relationships.
 He may avoid jeopardizing a positive
conversational climate to push even their
important points too hard.

39. Receptive Behavior
Possible body language used:
 Open posture
 Good eye contact
 Friendly
 Smiling
 Some use of hands when speaking and
concentrating, so as to listen properly.

40. Receptive Behavior
Strengths
 Keeps the discussions and conversations
calm and friendly.
 Gently offers a lot of ideas and suggestions.
Weakness
 May not come to the point about what
they need or want.
 May become upset in the face of high
aggression or anger.

41. Assertive Behavior
 An individual with this Behaviour uses high
enthusiasm and highly understanding.
 He usually has high feeling of self-esteem
and is aware of his personal needs and
rights.
 He states his needs, wants and feelings in
an honest manner.
 At the same time, he is also sensitive to
others needs and rights.
 He will first listen to others attentively
before firmly communicating his message.

42. Assertive Behavior
Possible body language used:
 Relaxed
 Slightly leaning forward posture and lots of
use of the hands
 Good eye contact and confident, usually
modulated voice.
 Usually nods, and questions the other
person while listening to them.
 Appropriately uses tools like paraphrasing
to display his active listening skills.

43. Assertive Behavior
Strengths
 Takes action towards achieving the result
without denying others rights.
 Pro-active and solution oriented to always
find a positive way forward.
 Demonstrates that he values the feelings
and needs of others.
 Listens effectively.
Weakness
 May not coach others who are less
assertive.

44. Exercise Time

45. Solve the Cryptograms!
Solve the following cryptograms.
ISV’B JZZXYH BPJB BPH SVQE UJE
---‘- ------ ---- --- ---- ---
BS UCV CZ BS FSYTHBH. ZSYHBCYHZ
-- --- -- -- -------. ---------
BPH AHZB UJE BS UCV CZ BS
--- ---- --- -- --- -- --
FSSTHWJBH UCBP SBPHWZ
--------- ---- ------

46. Correct Answers!
ISV’B JZZXYH BPJB BPH SVQE UJE
DON’T ASSUME THAT THE ONLY WAY
BS UCV CZ BS FSYTHBH. ZSYHBCYHZ
TO WIN IS TO COMPETE. SOMETIMES
BPH AHZB UJE BS UCV CZ BS
THE BEST WAY TO WIN IS TO
FSSTHWJBH UCBP SBPHWZ
COOPERATE WITH OTHERS.

47. The Communication
Continuum
PASSIVE ASSERTIVE AGGRESSIV
E
LOSE - WIN WIN – WIN WIN – LOSE

48. The Communication
Continuum
According to the communication continuum:
 Being passive means that an individual
dismisses his personal rights in favor of the
rights of others.
 Being aggressive means that the individual
values his personal rights higher that those
of others, who may ultimately feel
dominated or humiliated by his
communication.
 Communicating assertively generally
means that both parties feel satisfied and
valued.

49. Traits of an Assertive
Person
The person:
 Clearly defines his needs and wants in his
communication.
 Makes statements convey respect for the
listener.
 Sends messages that have no hidden
agenda – what he says is what he means to
say.
 Has the ability to initiate, continue and
terminate conversations.

50. Traits of an Assertive
Person
The person:
 Has the ability to maintain eye contact.
 Has an erect posture, clear speech and
uses facial expressions and gestures
effectively to emphasize on his
communications.
 Possesses the ability to say No.
 Has the ability to ask for favors and make
requests.
 Has the ability to express positive and
negative feelings.

51. Components of Assertive
Behavior
Enthusiasm used while communicating with
others.
o It includes both verbal and non-
verbal elements.
 Understanding indicates the level of
understanding sought by an individual
in communication.
o It includes understanding of both
feelings and views of the other
person.

52. Types of Assertions
There are four different types of
Assertions:
• Basic Assertion
• Empathic Assertion
• Escalating Assertion
• I – Language Assertion

53. Assertiveness
Assertiveness can be depicted in a variety
of ways. A person can display assertive
Behavior through his:
• Behaviour
• Verbal cues
• Body Language

54. Behavioral Techniques
• Stand up for your basic rights.
• Assume responsibility for your own
feelings (Use ‘I’ statements)
• Behave like a “Broken Record”
continually stating your own feelings,
needs, wants and desires.
• While listening to other people use the
active listening style.

55. Behavioral Techniques
• Demonstrate empathy.
• Identify the problems in Behavioural
terms.
• Focus on and brainstorm solutions.
• Be willing to evaluate options.
• Be aware of the boundaries.
• Be aware of the choices and the
consequences.
• Trust in the outcome.

56. Behavioral Techniques
• Make requests and ask for favors.
• Refuse requests if they are
unreasonable.
• Accept both compliments and feedback.
• Develop a value and belief system that
allows you to assert yourself.

57. Verbal Cues
• Agree on matters assertively.
• Use factual descriptions instead of
judgments.
• Avoid exaggerations.
• Keep a level, well modulated tone of
voice.
• Be specific.

58. Verbal Cues
• Stand up for your opinions and stick to
them.
• Resist giving into interruptions before
completing your own thoughts.
• When saying “No” be decisive.

59. Body Language
• Be aware of other’s body language as
well as your own.
• Maintain a good posture and eye
contact. But ensure that the eye contact
does not seem as if you are glaring at
the individual.

60. Body Language
• Be aware of other’s body language as
well as your own.
• Maintain a good posture and eye
contact. But ensure that the eye contact
does not seem as if you are glaring at
the individual.

61. Body Language
• Keep your posture open and relaxed and
make sure that your expression matches
with the message you are conveying.
• Stop self – limiting Behaviours, such as
smiling too much, nodding too much,
tilting your head, or dropping your eyes
in response to another person’s gaze.

62. Four Step Approach to
being more Assertive
• Prepare for assertive encounters with
the right facts and skills.
• Organize yourself with rehearsals.
• Put your skills to practice.
• Learn from the outcomes of being
assertive in a variety of situations.

63. Assertiveness in a Team
In a team situation use Assertiveness to:
• Think Win-Win. What is best for you and
the team?
• Include statements that illustrate the
benefits to the team.
• Respect your team members.
• Share your knowledge and ideas with the
team.
• Point out potential problems in a
constructive way.
• Enable processes that move the team
toward its goals.

64. Action Plan
2 things that you would START doing
2 things that you would STOP doing
2 things that you would KEEP doing

65. Summary!
• Explain assertiveness.
• Identify their own assertiveness profile
• Explain the benefits of assertive communication
• Identify tips and techniques to develop assertive
Behavior.
• Display the skills, attitudes and habits for
demonstrating Assertive Behavior.