Communication

Communication is a two way exchange of an unlimited

variety of actions, things and sounds. It includes words
gestures, facial expressions, signs, symbols, pictures and
numbers, ,sound, touch and more.
Communication os the transfer of information and
understanding from one person to another person.
Communication is a way of reaching others with ideas, facts,
thoughts, feelings and values.
It is a bridge of meaning between people so that they can
share what they feel and know.
Communication always involves two people – a sender and a
receiver. One person alone cannot communicate.
Communication is what the receiver understands and not
what the sender says.
Every act of communication influences the surroundings in
some way, which may be visible or invisible.
Everything we do and sometimes what we don’t do
communicates message to people.
 The Communication
Process
• Step – 1 Develop an Idea
• Step – 2 Encode
• Step – 3 Transmit
• Step – 4 Receive
• Step – 5 Decode
• Step – 6 Use
 Communication

Verbal Non-Verbal

Words Written Body Picture Signs

Language
One to One

Groups/Meetings

Telephone
 Non-verbal
Verbal
1. Gestures
1. Words
2. Postures, gestures and movements are
2. Words can be chosen, controlled
involuntary
and edited
3. Words have a specific range of 3. Gestures have to be interpreted in
meaning context
4. Syntax and formation of 4. Gesture clusters are interpreted for
sentences provide meaning meaning or message
5. Script –Verbal 5. Script – Non-verbal
6. Punctuations : periods, commas, 6. Punctuations : Pauses, vocalizations etc
colons etc 7. Vocabulary (limited):
7. Vocabulary (large): 8. Facial expressions,
8. Words(=symbols) gestures(=symbols)
9. Communicates concrete 9. Communicates inner meanings,
conscious phenomenon
10. Process : Sender, receiver, impulses, conflicts
medium message, feedback 10. Multi-process; same but through
(words) gesture clusters, vocalizations, posture,
tone of voice
11. Interpretation through thinking 11. Interpretation through feelings (gut
(rational) level)
12. Deals with external realties 12. Deals with inner realities
13. Diversity of languages 13. Universality of language
 Attitude
Attitude is the driving force of behavior of a person which
he/she exhibits in a given situation.
Attitude is the minds paint brush it can colour
Attitude can be –
Positive
Negative

Factors which influence attitudes :-

1. Heridity and family background
2. Environment –childhood and later on
3. Family values and culture
4. Education
5. Company – friends, relatives, colleagues
6. Locality – where a person lives ie
geographical location
7. Work environment
8. Treatment to Individuals
9. Repetition of other party/side
 Who Are Optimists
• Be strong that nothing can change their minds
• Talk health, happiness and prosperity to every
person they meet
• Look at the sunny side of everything
• Think only for the best, work only for the best
and expect only the best
• Be enthusiastic about the success of others as
they are about their own
• Forget the mistakes of the past and press on
the greater achievements of the future
• Give everyone a smile
• Spend so much time improving themselves that
they have no time criticising others
• Be too big to worry and too noble for anger
 Who Are Pessimists
• Are unhappy when they have no troubles to speak.
• Feel bad when they feel good, for fear they will feel
worse when they feel better
• Spend most of their life at complaint corners
• Always turn out their lights to see how dark it is
• Are always looking for cracks in the mirror of life
• Cannot enjoy their health because they think they
can be sick tomorrow.
• Always make the worst of whatever happens.
• Believe that the Sun shines to cast shadows
• Forget their blessings and count their troubles
• Know that hard work does not hurt anybody but do
not wish to take a chance.
• The world belongs to optimists, they are the drivers the
pessimists are spectators.
• The winner will always be a part of the answer but a loser will
always be a part of the problem.
• You are never a looser till you quit trying.

• Can you choose your thought? YES

• Can those thoughts be changed to Actions? YES
• Can that Action be changed into habit? YES
• Can that habit become your Character? YES
• Can your Character make your destiny? YES
 Interpersonal Skills
It is a step further to effective communication.
• When trying to explain something ,I ask my listeners are they following me.
• I pretend to listen even if my mind drifts away.
• I find it hard to express my feelings.
• When I know what the other person is about to say, I don’t wait for him to
finish, but answer right away.
• I become defensive.
• I am wrong, when I am wrong.
• I naturally take more space in my communication.
• I am able to resolve problems without loosing control over my emotions.
• I am able to confront someone who hurt my feelings.
• I avoid expressing my disagreement with people because they might get
angry with me.
• I find it difficult to express my opinion when others don’t share them.

WHY DOES THIS HAPPEN?

 Interpersonal means co-ordination of an
individual’s life activities with the Life
Activities of people who are important to
him/her.

Three basic Interpersonal skills

• Need to be associated with others to be

accepted and to accept others (inclusion).
• Need to exercise power and Authority
(Control)
• Need for close, personal and positive feelings
between people (affection)
Where Can We Utilize
Interpersonal skills
• Achieve results
• Manage
Conflicts
• Promote
Teamwork
• Impliment
Change
 Accepting
Responsibilities
Accepting responsibilities that go along with your
career and can help you to advance in your
profession.
The responsibilities you will be facing at work
consist of –
• Responsibilities that come with the job
• Responsibilities that you voluntarily assume and
• Responsibilities that arise from a situation
 Resolving Conflict

There are 5 methods to handle

conflict –
• Running away
• Being Obliged to the other party
• Defeating the other party
• Finding an alternate route
• Co-operation
 Continuous Wheel of Customer
Service
End : Customer Start : Customer Initial Contact
Considers
The Service
aking Servive Feedback & Vallet and Security
Complete
aying Thanks to Customer Acknowledge and
For Visit Greet
ndling Any Beeping Bag A Customer
Initial Query
stomer Service Desk : Approaching &
eration, Gift Wrap or Query Conversation With a
Customer
Billing, Membership & Showing Options and
Promotion Alternatives
Upselling, Add-on Handling Trial Rooms
Selling & Cross Selling