Includes Communication,Listening & English Basics

1. Communication and Soft
Skills

2. Module Objective
By the end of the module, you will be able
to:
 Understand importance of effective
communication
 Describe different methods of
communication
 Practice effective listening skills at work and
life
 Use different types of communication
 Use effective telephone handling methods

3. Customer Orientation
Our greatest asset is the customer!
Treat each customer as if they are
the only one!
Laurice Leitao

4. Communication

5. Activity: Collect Autographs

6. What is Communication?
Communication is the process whereby information is
imparted by a sender to a receiver via a medium.

7. The Communication Process
Message
Feed back
CONSTANT FEEDBACK ENSURES EFFECTIVE COMMUNICATION

8. Communication
Communication is effective when it gets the desired action or
response
Steps of Communication:
 Composing messages
 Sending messages
 Receiving messages

9. Forms Of Communication
Basic forms of Communication
 Non Verbal
 Verbal
◦ Spoken
◦ Written

10. Non Verbal Communication
Definition: Non verbal communication refers to
gestures
It Includes :
 Body motion (movements of hands, eyes)
 Appearance
 Characteristics of voice
 Use of space and distancing (between sender and
receiver)

11.  Facial Expressions
 Postures
 Gestures or hand
movement
 Tone of Voice
Non Verbal Communication Comprises
Of

12. Importance of Non verbal
Communication
 Remember “actions speak louder than words”
 To understand people’s attitudes better - listen to
Non Verbal Clues

13. Activity: Identity
A
B
C
D
E
F

14. Verbal Communication
Verbal messages are the expression of
thoughts in spoken or written words

15. Video
Click Here

16. Key Characteristics of a Message
Keep
It
Short
Simple
Clear and concise information leads to effective communication

17. Components of Verbal Communication
 Speaking
 Listening
 Questioning
 Feedback

18. Chinese Whisper

19. What Is Listening?
Difference between hearing and Listening:
Hearing + understanding = Listening

20. Listening Skills
Listening is the ability to accurately receive and interpret
messages in the communication process

21. Principles of Listening
 Stop Talking
 Prepare Yourself to Listen
 Put the Speaker at Ease
 Remove Distractions
 Empathies
 Be Patient
 Avoid Personal Prejudice
 Listen to the Tone
 Wait and Watch for Non-Verbal
Communication

22. Characteristics of a Good Listener
 Understanding
 Patient
 Attentive
 Responsive
 Honest
 Takes interest
 Logical
 Open
 Caring
 Gives respect

23. To Become a Good Listener
 Be patient
 Maintain eye contact (When interacting face to face)
 Listen for feelings as well as meanings
 Clarify with questions
 Be interested in the speaker and show it
 Note non-verbal behavior
 Don't interrupt the speaker
 Read between the lines
 Try to use non-verbal clues (nodding , saying Hmm etc.)

24. Barriers To Listening
 Boredom
 Noise in the surroundings
 Pre-Conceived Ideas
 Preoccupied mind
 The Urge to Speak and
Respond

25. THE CALL

26. Call Structure
 Greeting
 New Information
 Opening
 Recap and Purpose
 Discussion
1. Dealing with Objections
2. Dealing with the price objection
3. Discussion Phase Tactics
4. Summary and Close

27. Call Types
Telemarketing
Customer
Service
Collection
Call

28. Guidelines to be followed in making
Collection Call
 Be proactive
 Be prepared
 Take careful notes
 Don’t jump to conclusions
 Be nice, but in control
 Don’t be manipulated and avoid confrontation
 Curtail anger or harassment
 Give options
 Finalize things
 Keep communication open

29. Tele Handling Skills
 Telephone Responsibility
 The Greeting
 Telephone Etiquette
 Scheduling Appointments
 Placing Callers on Hold
 Transferring Calls
 Leaving and Taking Messages
 Handling the Unhappy Caller
 Handling Tough Questions
 Personal Calls

30. How to Thank
 Picking the Right Time
 Thanking Someone in Person
 Thanking Someone in Writing

31. How to Apologize
 Determine what went wrong
 Take full responsibility
 Choose the right time to apologize
 Write your apology down
(optional)
 Start off with what went wrong
 Say sorry.
 Make amends
 End with gratitude
 Request forgiveness

32. How to Agree and Disagree
 Stating an opinion
 Asking for an opinion
 Expressing agreement
 Expressing disagreement

33. English Language

34. Parts of a sentence
 The parts of the sentence are a set of terms for describing
how people construct sentences from smaller pieces.
 The five main parts of a sentence are:
Subject
Predicate
Clause
Phrase
Modifier

35. Converting Simple Sentences
 Interrogative sentence
A. The cow eats grass.
B. Does the cow eat
grass
 Negative Sentence
A. She works.
(Affirmative)
B. She does
not work. (Negative)

36. SENTENSE
CONSTRUCTION

37. Alphabet and
Sounds of
English

38. Vowels and Consonants
Out of total 26 alphabet
5 are vowels & 21 are consonants

39. PARTS OF SPEECH

40.  Person
 Place
 Thing

41. Person
 A noun can name a person by name:
 A noun can name a kind of a person:

42. Place
 A noun can name a place:
A noun can name a kind of place:

43. Thing
 A noun can name a thing
A noun can name a kind of thing:

44.  I,Me,Mine
 You,Your,Yours
 He,Him,His

45. Adjectives
 The tall professor
 The lugubrious lieutenant
 A solid commitment
 A month's pay
 A six-year-old child
 The unhappiest, richest man

46. Adverbs
 A verb (He drove slowly. — How did
he drive?)
 An adjective (He drove a very fast
car. — How fast was his car?)
 Another adverb (She
moved quite slow

47.  Verbs show action or state of being.
Examples: go, is
 An action verb expresses a physical or
mental action.
Example: He paints.
We thought about it.
Verb Patterns

48.  An action verb is a word that
names an action
 It may contain more than one
word
 Notice the following action
verbs
A
C
T
I
O
N
V
E
R
B
S

49.  An action verb can express physical actions, such as
writing and running, or mental activities such as
thinking and honoring.
A
C
T
I
O
N
V
E
R
B
S
Physical
write
block
tackle
catch
charge
Mental
remember
honor
prefer
excel
regarded

50. Common Linking Verbs
be become
grow
seem turn
appear taste
look feel
smell sound
Many of these linking verbs can also be used as action
verbs.
Chandra turned thirteen. (Linking Verb)
The car turned the corner. (Action Verb)

51. A preposition is a part of speech that shows a
relationship between two things.
•Location (on, under, in)
•Timing (before, after, during)
•Direction (from, toward, to)
Prepositions

52. Prepositions
The mouse is on the table.
Two things: mouse + table
Relationship: one is on the
other
‘On’ is a preposition!

53. Prepositions
The mouse is under the
table.
Two things: mouse + table
Relationship: one is under
the other
‘Under’ is a preposition!

54. Prepositions
Here is a list of the most common prepositions:
aboard along behind
but
(except)
from off past until
about amid below by in on since up
above among beneath down inside onto through upon
across around beside during into out to with
after at between except near outside toward within
against before beyond for of over under without

55. Test Your Knowledge
Which word is a preposition?
The girl by the door is my sister.
girl by door my

56. Test Your Knowledge
Identify the prepositional phrase.
“I sat with my mom.”
I sat with
with my
with my mom

57. TENSES

58. Simple Progressive
Present
Past .
Future
Present
Perfect
Past
Perfect
Future
Perfect
The English Tenses
I learn English
I am learning
English
I have been learning
. . .
I will have learned . .
.
I learned .
I will learn . . .
I will be learning . . .
I have learned . . .
I was learning . . .
I had learned . . .
I had been learning . .
.
I will have been
learning

59. Simple Progressive
Present I learn English I am learning English
Past I learned . . . I was learning . . .
Future I will learn . . . I will be learning . . .
Present
Perfect
I have learned . . . I have been learning . .
.
Past
Perfect
I had learned . . . I had been learning . .
.
Future
Perfect
I will have learned . . . I will have been
learning
events
in time
experience
statement of fact /
information
description of action /
activity / movement

60. The Present
This is when an event is actually happening.
I am walking across to buy some sweets from the shop.
I am shouting to my brother in the playground.
I am running down the lane with the dog.

61. The Past
This is when an event has already
happened.
I walked across to buy some sweets from the
shop.
I shouted to my brother in the playground.
I ran down the lane with the dog.

62. The Future
This is when an event has not taken place
yet.
I will walk across to buy some sweets from the shop.
I will shout to my brother in the playground.
I will run down the lane with the dog.

63. LIFE COPING
SKILLS

64. Meaning of Coping Skills
 Coping skills are those skills that we use to offset
disadvantages in day to day life.
 Coping skills can be positive or negative.

65. Specific Coping Strategies
 Humor
 Seeking support
 Problem-solving
 Relaxation
 Physical recreation
 Adjusting expectations
 Denial.
 Self-blame
 Venting

66. Coping Mechanism
 Coping mechanisms
are learned patterns of
behaviour that we
have adopted to
enable us to cope with
the emotions that are
triggered by life’s
experiences.
 Defense mechanism
 Action based
 Emotion based
 Harmful
Types of coping
mechanisms

67. SELF ESTEEM

68. Meaning of Self Esteem
 Self-esteem is a term used in psychology to reflect
a person's overall emotional evaluation of his or
her own worth.
 It is a judgment of oneself as well as an attitude
toward the self.

69. Characteristics of a Self Confident Person
Self-
Assured
Ambitious Sociable
Competitive Risk Taking
Hard
Working
Determined Accepting Positive

70. Factors Influencing Self Esteem

71. Importance of high Self Esteem
 You believe you are worthy of happiness
 it builds self confidence.
 Allows to act independently
 Gives the clarity to recognize your qualities.
 You can take new challenges easily.

72. Advantage of High Self Esteem
 You can be yourself
 You accept disagreement
 You accept new challenges
 You do not fear uncertainty
 You do not need approval
 It’s ok to not know everything
 You are more committed
 You do not feel the need to be perfect

73. Steps to Raise Self Esteem
 Make the most of yourself.
 Take Risks.
 Be Optimistic.
 Turn negatives into positives.
 Avoid being judgmental.
 Seek enriching relationships.
 Forgive yourself.

74. POSITIVE
THINKING

75. Meaning of Positive Thinking
 Positive thinking is a mental attitude in which
you expect good and favorable results.
 Positive thinking is the process of
creating thoughts that create and transform energy
into reality.

76. Benefits of positive thinking
 Reduces daily stress
 You get a better health
 A strong confidence
 Live a longer life
 Live a happier life
 You will have more
friends
 Better management
of important decisions

77. Power of Positive Thinking
 Centering Power
1. Belief
2. Integrity
3. Focus
 Driving Power
1. Confidence
2. Courage
3. Determination
 Uplifting Power
1. Enthusiasm
2. Optimism
 Holding Power
1. Patience
2. Calmness

78. Models of Positive thinking
 Breaking Barriers
 Thinking ahead
 The Positive Principle

79. MOTIVATION AND SELF
ACTUALIZATION

80. Meaning of Motivation
 Motivation is an inner drive to
behave or act in a certain manner.
These inner conditions such as
wishes, desires and goals, activate
to move in a particular direction in
behavior.

81. Importance OF Motivation
 Productive use of resources
 Increased efficiency and output
 Achievement of goals
 Development of friendly relationships
 Stability in workforce

82. Internal motivation External motivation
 Internal motivation refers to
motivation that is driven by an
interest or enjoyment in the task
itself,.
 External motivation refers to the
performance of an activity in order
to attain an outcome, whether or
not that activity is also intrinsically
motivated.

83. Stages of Motivation to De- Motivation
 Motivated Ineffective
 Motivated Effective
 Demotivated Effective
 Demotivated Ineffective

84. De-Motivating Factors
 Lack of Appreciation
 Too much Work
 Lack of Clarity in Work
 Favoritism
 Mistrust
 Miscommunication or gap in communication

85. Qualities of Successful Person
Work Extremely Hard
Incredibly Curious And Eager To Learn
Work On Themselves And Never Quit
Extraordinarily Creative
Self-Reliant And Take Responsibility
Usually Relaxed And Keep Their Perspective
Extremely Successful People Live In The
Present Moment
Repeatedly Successful People Respond
Instantly
Successful People Never Quit

86. PROBLEM
SOLVING

87. Meaning of Problem Solving
 The process of working through details of
a problem to reach a solution.
 Problem solving may include mathematical
or systematic operations and can be a gauge of
an individual's critical thinking skills.

88. Ways to Solve Problem
 Use logic to arrive at a
conclusion
 Define the problem
 Develop a plan
 Implement the plan
 Evaluate the results

89. Principles of Problem Solving
 Understand the problem
 Devise a plan
 Carry out the plan
 Review/extend

90. DECISION MAKING

91. Meaning of Decision Making
 The thought process of selecting
a logical choice from the
available options is known as
“Decision making”.
 When trying to make a
good decision,
a person must weight the positives
and negatives of each option, and
consider all the alternatives.

92. Decision making process
Identification
of the
purpose of
the decision
Information
gathering
Principles for
judging the
alternatives
Brainstorm
and analyze
the different
choices
Evaluation of
alternatives
Select the
best
alternative
Execute the
decision
Evaluate the
results

93. Factors in Decision Making
 Past Experiences
 Individual Differences
 Belief in Personal Relevance
 Escalation of Commitment

94. TEAM WORK

95. What is Team?
 A team is a group of people
who works together for
achieving the same goals.
 Example: Cricket teams of
different countries, where each
team plays with the common
goal of victory of their
respective team.

96. Importance of Team Building

97. Team Roles
 Trust
 Recognition
 Manager’s perception
 Resolve their conflicts

98. Review and Report Writing

99. Review
A review is a systematic way of determining:
 The value/worth of a task or action
 It is related to other tasks
 It tries to make a systematic comparison
between different jobs
 Assess their relative worth for the purpose of
establishing a rational pay structure

100. Benefits of review
 Links pay with the requirements of the job
 Offers a systematic procedure for determining the
relative worth of jobs
 Provides ranks on the basis of rational criteria
 Assess skill, education, experience, responsibilities
etc.
 It points out possibilities of more appropriate use of
skilled people in an organization
 Allocation of higher roles for more deserving
candidates

101. Report
A report can be defined as a testimonial or account
of some activity/incident.
 It is purely based on observation and analysis
 A report gives an explanation of any circumstance
 Report gives clarity on time and work ratio
 Helps in documenting every activity performed

102. Stages of a Report
The following stages are involved in writing a report:
 Planning your work
 Collecting your information
 Organizing and structuring your information
 Writing the first draft
 Checking and re-drafting
 Submission