1. COMMUNICATION
FOR SUCCESS !!!
Prof. Shruti Dhabale

2. Activity 1
Let’s go shopping …….

3. So What is Communication???
la o k n @ k r k Z y k i
o
D ;k g S

4. Communicating: Vital aspect of management
o k r k Z y k i@ a o k n % d a iu h
l
d k e g R o iw . k Z H k k x
 In short, it's signaling.
la d s r n s u k
 The transmission, by speaking,
writing or gestures, of
information which evokes
understanding.
la n s ” k d k iz lk j. k
g e s a c k s yh H k k ’ k k ]
g L r ys [ k u ] fo fH k U u
e q n z k v k s }k jk f d ;k

5. Types of Communication
 Verbal
Oral - person to person,
Over the Telephone,
Meetings
Written - E-mail ; Reports,
memo ,contract Copy
 Nonverbal
 Expressions
 Body language

6. When is Effective Communication Important?
iz H k k o d k jh la o k n d c
e g R o iw . k Z g S
Training sessions Yearly Appraisal
Vªs ªfu a x O k k f ’ k Z d e w Y;k a d u
Job Interview Asking for a raise
u k S d jh lk { k k R d k j
At a Business
dinner Group discussion
Presenting
your idea lk e w f g d if jp p k Z
v iu s H k k o O ; D r
d ju k
Team Meetings
Brain storming
Issue Instructions L k e w fg d c S B d Sessions
to your staff
c k S f /n d l k e w f g d l =
d e Z p k f j;k s d k s
lw p u k n s u k Thank you
Speeches Client interaction
x z k g d d s lk F k ik jL if jd
/k U ; o k n
fØ ;k

7. The 3 M’s of Effective Communication
iz H k k o d k jh o k r k Z y k i @
c k s yp k y
 Messenger / l a n s ” k o k g d
 Medium / e k /; e
 Message / l a n s ” k

8. Ask yourself !! L o ; a ls
iw f N ; s !
 How do you communicate
vki dSls okrkZyki djrs gS
 How have you dressed?
vki dk igukok dSlk gS
 Do you do your homework?
D;k vkius viuk x`gdk;Z djrs
gS

9. Activity 2
Picture this:

10. Which one are you ?
b u e s a ls v k i d k S u g S
 Submissive / v k K k d k j h
 Assertive / g B /k e h Z
 Aggressive/ v f r e g R o d k a { k h

11. Styles of Communication/ Hkk’kk “kSyh
Submissive Assertive ििशयपू व व क Aggressive
v k K k d k jh
Low levels of confidence. Good level of confidence vkØ ke d
Over confident
fuEu Lrj dk fo”okl mfpr Lrj dk fo”okl vfr vkRefo”okl
Do not get what you want Not Always Winning, But You think you get what you
Tkks vki pkfgrs oks ugh Always Understanding -- How want.
feyuk You Play The Game vki lksprs gS vki tks ikuk
ges”kk ^ftruk* t#jh ugha] pkgrs gS oks ik ds jgsxsa
fdarq [ksy dks le>uk t#jh gS
Feel like you are being taken You are not taken for granted. People around you feel like
for granted they are being taken for
granted
High Stress No stress – a sense of High stress
T;knk ncko calmness and maturity prevails T;knk nckc
nckoeqDr
Take too much account of the Recognize the other person's Other person's rights don't
other person's rights rights to be heard matter
nqljksa ds vf/kdkjksa dh nqljksa ds vf/kdkjksa dks nqljksa ds vf/kdkjksa ls
T;knk fxurh djuk T;knk ekU;rk nsuk dksbZ ljksdkj u j[kuk
Feeling of guilt Can say No without feeling Can say No without feeling
vijk/k dk cks/k gksuk guilty guilty
fcuk vijk/k cks/k ds euk djuk fcuk cqjk ekus u dguk

12. Examples
 Aggressive
"If people produce rubbish, I have every right to tell them so"
"She obviously doesn't care.That's typical of young people today."
"This reflects badly on me, and I won't stand for it.“
 Assertive
"This may be uncomfortable for us both, but we can handle it."
"She has the right to make mistakes, but the responsibility to correct
them."
"I want her to know the effect errors have on other people.“
 Submissive
"I don't want to make a scene or upset our working relationship."
"I'm sure these are unintentional errors - I'll let it go this time."
"I know she's very busy, so I expect that's why these mistakes
happened."

13. Activity 3
 The Sandwich technique
 D;k vki l¡Mfop cukuk tkurs gS

14. Preparation
 Do your homework –
research.
 Ensure that all possible
questions will be covered.
 Always do a dry run with
yourself !!
 Never Assume Anything !!

15. Medium
e k /; e

16. Medium
 Verbal :
 Face to Face
 Telephonic
 E-mail
 Non-verbal
 Expressions
 Body language

17. Verbal
 Not ‘what’ is said but ‘how’ it is said.
 Changing emphasis or our tone of voice.

18. Who wants to be a Cushion
 Disagree Agreeably
I hear you saying...
I understand...
I appreciate your view...
That’s an interesting point of view...

19. Avoid
 But... ysfdu
 However... TkSls Hkh
 Nevertheless... Qhj Hkh
 No…(sometimes you need to use this!!)

20. Pay attention to:
 Tone/inflection / ygtk
 Timing le;
 Speech Errors xyr Hkk’kk
 Accent mPpkj.k
 Emphasis tksj nsuk

21. Communicating With Questions
lo k y d jr s g q ; s la o k n
d ju k
 Open ended
 Close ended
 Leading/ izHkko”kkyh laokn

22. Four suggestions for more productive
questions:
1. Ask questions that elicit detail. These are often "What?"
questions.
ogh iz”u iqfN;s ftlls Qy izkIr gks A
2. Ask open questions that require more than a Yes or No.
These are What, Why, Where, and How.
ogh iz”u iqfN;s ftlls gkWa ;k uk ls T;knk mÙkj feys] ;g
D;k] D;ksa] dgk vkSj dSls ls lacaf/kr gks A
3. Use some "If?"
^ tks ,slk u gks rks dSlk * bl izdkj ds Hkh
iz”u iqNs tkus pkfg, A

23. Words
 Keep it brief
 Keep your language simple
 Slang / jargons or profanity is
neither correct nor effective
 Plan your conversation

24. Activity 4
 Read the following Emails closely

30. General Format: The Basics
 Write a salutation for each new  Check for punctuation,
subject email.
spelling, and grammatical
 gj bZesy ds fy;s errors
vfHkoknu “kCn dk  Use caps when appropriate.
mi;ksx djs
 Try to keep the email brief  Format your email for plain text
(one screen length). rather than HTML.
ges”kk bZesy laf{kIr esa  Use a font that has a
fy[ks professional or neutral look.
 Return emails within the same
time you would a phone call.
 bZesy dk tckc rqjar ns

31.  Don't write when you're angry.
v k i t c c g q r x q L ls
e s a g ks rc vki
dks bZ bS es y u
fy[ k s A
 Use clear subject lines.
g e s ” k k f o ’ k ; L i’ V
fy[ k s a A
 Change the subject line if you
change the topic of a thread.
Don’t hit the “Reply All” button if not
required
 Fill in the “To” recipients only
AFTER drafting the mail !!

32. SO REMEMBER !!!
 Plz Don't Abbrvt
 And Your Point Would Be...?
 What's In a Name?
 Mind Your Manners
 Do not “Reply All”
 Spelling Counts... Grammar Too
 Don't Get Too Attached

34. When Email Won’t Work
t c b Z e s y ls c k r u
c us rc
 Make a phone call.
vk i Q k s u fd ft,
 When you are delivering
very delicate news then the
best way is still face-to
face.
tc vk i c g q r
u k t q d la n s ” k
v iu s x z k g d k s
@ e Z p k jh d k s
d
c rkuk pkg s rks

35. Telephone etiquette
Vs fyQ k s u f” k ’ Vk p k j
Sound/Look familiar?

36. Ask Yourself !!
 How do you feel when a someone doesn’t answer the
phone until after many rings?
v k i d S lk e g lw l d jr s g S t c c g q r c k j
Q k s u d ju s d s c k n H k h v k id s k
m R r j u fe ys a A
 How do you feel when someone says, “Please hold?” and
not give you time to answer.
v k i d S lk e g lw l d jr s g S t c d k s b Z Q k s u
g k s YM d ju s d k s d g s v k S j m ld s c k n
mR rj u ns A
 How do you feel when you can hear a lot of noise in the
background and you know the person you are speaking
with is distracted?

37. 11 Most Frequent Caller
Complaints
n "The telephone rings for a long time before it is
answered."
Try to answer calls within 3 rings.
r h u c k j ? k a V h c t u s ls ig y s
Vs yh Q k s u tc k c n s A
2. "They place me on hold for sometimes, it seems,
hours.“
If you find yourself placing many calls on hold, write
down the name of the caller and a brief description of
what they are calling about.
 ; f n v k id s V s y h Q k s u y k b Z u is d k Q h

38. 3. "The line is busy for hours it seems.“
Try to keep calls short.
Q k s u is d e ls d e y s f d u
e g R o iw . k Z c k r f d f t , A
4. "They are very rude and get offensive when asked
their full name or sometimes just won't give it.“
Try to stay pleasant.
Q k s u ij v k id k iq jk u k e iq N u s ij
m R lk g iw o Z d m ld k t o k c n s A
5. "They let me talk on and on only to realize that
they're not the person I should be talking to.“
Politely interrupt the caller if you are unable to help them
f o u e z r k iw o Z d Q k s u d k s lg h
O ; f D r d k s lk S is a A

39. 6. "If I call the wrong department for help, they don't give me
suggestions to where I should be calling, they just say, 'I don't
know, not our department.'“
It could happen that your number is similar to another department.
Rather than hanging up on a caller or saying you don't know, try to
be helpful (within reason).
;fn x yr fo H k k x e s a Q k s u yx t k ;s
r k s Q k s u d ju s o k y s d k s lg h
t k u d k j h m i y C /k d j o k ; s A
7. "They don't clearly listen to my needs before they transfer me
to the wrong person.“
Listen to the caller carefully!
Q k s u d j u s o k y s d k s /; k u l s
lq u u s d h d k s f ” k ” k d js a A
8. "Sometimes they disconnect me while transferring my call.“
Be careful when transferring a call.

40. 9. "They told me to call back, but never gave me a
name or number or division to ask for.“
If you tell a caller to call back later, tell them which
number to call.
v x yh c k j d g k d k W y d ju k g S b l
c k r d h iw . k Z t k u d k jh n s A
10. "The person says, 'Wait', and then talks to other co-
workers without putting me on hold so that I can't
hear their small talk.“
Use the hold button!
v U ; c k r d ju s ls ig y s Q k s u d h
g k s Y M c V u t #j n c k ; s A
11. "They answer with an aggravated voice, as if I
disturbed them by calling.“
Remember that it may be your 99th call for the day; but
its still the caller’s first call !

41. Greet The Client/ Customer
Identify yourself and your company
State the Purpose of the call
Note down all
relevant
information. Pause
Wrap-up/ summarize/close
the call by thanking the client/customer

42. Conversation Techniques
Acceptable Responses
What You Mean: Tell the Caller:
"He/She is not in the office at the moment. Would you like
"He/She is out."
to leave a message on his/her voicemail?"
"He/She has stepped out of the office. Would you like to
"I don't know where he/she is."
leave a message on his/her voicemail?"
"He/She has stepped out of the office. Would you like to
"He/She is in the men's/ladies room."
leave a message on his/her voicemail?"
"I expect him/her shortly. Would you like to leave a
"He/She hasn't come in yet."
message on his/her voicemail?"
"She/He is out of the office for the day. Can someone else
"She/He took the day off."
help you or would you like her/his voicemail?"
"He/She is unavailable at the moment. Would you like to
"He/She doesn't want to be disturbed."
leave a message on his/her voicemail?"
"She is unavailable at the moment. Would you like to leave
"She is busy"
a message on his/her voicemail?"

43. Activity 5
 How Important is body language?

44. Body Language
 Eye contact v k ¡ [ k k s d s } k j k
l a i d Z l k /k u k
 Facial expression p s g j s l s
g k o H k k o O ;D r d ju k
 Postures and gestures e q n z k , o a
H k k o iz n ” k Z u
 Personal biases and prejudices
O ; f D r x r >q d k o , o a r j Q n k j h
 Personal space O ; f D r x r n w j h

45. Activity 6: The Handshake !!
g k F k f e yk u s d k r jh d k
 The Limp Fish
 The Wrestler
 The Cup
 The Finger toucher
 The Cling-on
 The Oh-too-personal
 The proper handshake

46. Activity 7: The proper handshake
 Start with eye contact and a
smile.
 Go for the thumb.
 Firm, not strong.
 Up and down, not back and
forth.
 Adjust duration.
 Consider your left hand.
 Close with eye contact and a
smile.

47. A few Tips on Great Body
Language !!
 Use eye contact.
 Avoid too much movement.
 Smile– Use expressions and hand movements.
 Hold your hands open and wide apart to show sincerity and
honesty.
 Ensure your body language communicates "I am glad to be
here"

48. Remember !!!
 Only 7% of the impact you make comes from the words
you speak.

49. Message
 What information do you wish to convey?
 What do you want the other person to do
as a result?
 KISS – Keep It Short and Sweet.

50. Barriers of communication
c krphr e s a
vkus o k
 Perceptions y h #d k o V s a
v k id h le >
 Language differences or accents
H kk’ kkvks a d k va rj vkS j
yg tk
 Noise “ k k s j
 Worry, fear, or anger; and
f p a r k ] H k ; v k S j x q L lk
 Lack of attention span.

51. So What is the basis of all communication???
lk js la o k n k s @ c k r k s d k
v k /k k j D ; k g S
Listening skills !!!!
lq u u s d h ; k s X ; r k @ u iq . k r k
f

52. Hearing V/s Listening
 Hearing- physical process; natural;
lquuk % “kkfjjhd fØ;k] izkd`frd] /kS;ZiwoZd
 Listening- physical & mental process;
active; learned process; a skill
/;ku ls lquuk % “kkfjjhd ,ao ekufld fØ;k]
lfØ;] /kS;ZiwoZd] lh[kh gqbZ fØ;k] gquj
You must CHOOSE to participate
in the process of listening.

53. Listening / Identifying Needs
 Encouragement to the customer
 x z k g d k s e s a L Q f r Z H k ju k
 Possession of all the information
 lH k h c k r k s a d h t k u d k jh
j[ k u k A
 Improved relationships
 L k a c a /k k s d k s l q /k k j u k
 Resolution to differing points of view
lH k h n ` f ’ V d k s . k ls c k r k s a
d k l e k /k k u @ y d j u k
g

54. Barriers to Listening
 Uninteresting Topics  Personal Concerns
 Speaker’s Delivery  Personal Bias
 External Distractions  Language/Culture
 Mentally Preparing Differences
Response  Faking Attention

55. Bad Listening Habits
lq u u s d h c q jh v k n r s
 Criticizing the subject or the speaker
 fo’k; vFkok fo’k; ij cksyus okys dh cqjkbZ djuk A
 Getting over-stimulated
 vfr mRlkfgr gksuk A
 Listening only for what you want to hear
 ogh lquuk tks vki lquuk pkgrs gS A
 Not taking notes or outlining everything
 fVIi.kh;k u ysuk
 creating distraction
 /;ku gVkuk
 Letting emotional words block message.
 Hkkoqd “kCnksa ds dkj.k lans”k dks u le>uk A

56. Be an ACTIVE listener –
Verbal nods
 That’s right
 Excellent
 That’s perfect
 All right
 Sounds good.
 Okay

57. Good listening gains
/; k u i w o Z d l q u u s d s
yk H k
 Information t k u d k j h
 Understanding l e >u k
 Listening in return n q l j k s a d k s
lq u u s d h { k e r k j[ k u k
 Co-operation l g ; k s x

58. Types of listening
lq u u s d s iz d k j
 Simple lk/kkj.k
 Selective p;u”khy
 Active LQwfrZ”khy

59. Active Listening – 4 Steps
n Listen lquuk
n Reflect-Paraphrase ijkofrZr&lfoLrkj
O;k[;ku djuk @vuqokn djuk
n Verbal and Non-Verbal Encouragers
“kkfCnd vkSj v”kkfCnd izksRlkgu nsuk
4. Feedback
izfriqf’B @ tokc feyuk

60. How does effective communication
assist with Client interaction?
x z k g d k s ls ik jL if jd la o k n
d ju s e s a iz H k k o h la o k n
d S ls e n n d jr s g S

61. Double Think
 What do you want? (think)
 What does the Customer want? (double
think)
 What does the Customer think you want?
(triple think)
 Where’s the middle ground?

62. Client management
x z k g d O ; o L F k k iu
 Know Your Client
 Communicate with the client
 Think Like the Client
 Escalations izpkj&izlkj

63. 5 Steps to Handle Client Interactions
With Ease
1. Approach Each Client Situation in a "Charge Neutral"
Manner
lHkh xzkgdks dks lekurk ls vk¡fsd,
2. Honor Your Client's Perspective
xzkgdks ds n`f’Vdks.k dk lEEkku fdft, A
3. Be Curious About Your Clients and Their Issues
xzkgdks ds ckjs es vkSj muds ekeyksa dks ftKklkiwoZd
tkfu, A
4. Ask Powerful, Clarifying Questions
ges”kk izHkko”kkyh ,oa Li’V iz”u iqfN,W A
5. Create a Clear Agreement About the Resolution and
Next Steps

64. Reporting structure @ Lipi
Directors
Ashok Kothari Devkishan Kothari Giriraj Kothari
Personal Assistant
Anil Pande

65. Mr. DC Kothari
Purchase Finance & A/c Human
Resources
Mr. Mahesh
Purchase Executive DN Paranjape
Mr. Bole Manager HR &
Executive Administration
Accounts Head
Transportation
Ms. Preeti
Purchase Executive
Mr. Jitendra Mr. Sanjay
accounts Exec. Accounts
Asst.Exec.
Jr. Executive Jr. Executive
Transportation Transportation
Mr. Rajesh, Popat,
Kishor, Popat,Parate
accounts executive
Mr. Niraj Exec. Mr. Manoj Mr. Kamlesh
HR/ Admin Accounts at SG Accounts at LIPL

66. Mr. Giriraj Kothari
CS Kati
General Manager (Works)
Plant manager Plant Manager Plant Manager
Shrinath Graphics LIPI International Shrihari Packaging
Assistant Plant
Manager/ Dispatch
Mahesh Tiwari
Jitendra Mallik Arun Padhye Pravin Thune(trainee)
Shift incharge 1 Shift incharge 2 Shift incharge 3
Operators & Helpers
Executive Stores Executive Quality Executive PPC Executive Accounts Executive Maintenance
Vilas Control (vacant) Harshal Bokde & Admin Prasanna

67. Marketing & Business
Development
Mr. Giriraj Kothari
General Manager Manager Marketing
Marketing Support Office
R Mistry
D.y.Sales Manager Sales Executive Sales Manager Sales Executive Sales Executive
North Zone South Zone West Zone Central Zone Exports
Reetendra Manjunath Sanjay Amit Vacant
Executive MSO Executive MSO Executive MSO Executive MSO
Manoj Girish (production Joshi
Vishal (customer (Admin) co-ordinator) (costing)
care)

68. Designing & development &
Prepress
Mr. Giriraj Kothari
Development Incharge General Manager
Mangesh Shripad (Works) CS Khatri
Prepress Incharge
Nitin Balpande
Prepress Executive
Manoj Sorte

69. Question Time !!!!