1.
TEAM INDUCTUS
PRESENTS A
TRAINING SESSION ON

2.
S No Topics to be Covered Trainer Timing
1. Introduction Session + Views Sharing on
the need and the requirement of the
Training Program
10:30 am – 11:00 am
TEA BREAK 11:00 am - 11:15 am
2. Body Language ARM 11: 15 am – 12:15 noon
3. Soft Skills ARM 12:15 noon – 1:30 pm
LUNCH BREAK 1:30 pm – 2:00 pm
4. Telephone Etiquette SNS 2:00 pm – 2:45 pm
5. Dressing Sense SNS 2:45 pm – 3:45 pm
TEA BREAK 3:45 pm – 4:00 pm
6. Communication Skills ARM 4:00 pm – 4:45 pm
7. Voice Modulation SNS 4:45 pm – 5:30 pm
8. Question / Answer Session & Feedbacks ARM/SNS 5:30 pm – 6:00 pm
TRAINING SCHEDULE

3.
Mr. A R Madni : MA (Economics),
Ranchi University
A core member of INDUCTUS
and a corporate trainer,
associated with almost all the
leading institutions.
He has a rich experience of 18
Years.(Aviation, Telecom,
American Insurance, Sports &
Media).
He has been involved in
designing training modules
and processes for many leading
organizations.

4.
Non verbal language
Face is the index of the mind and it clearly
displays the person’s interest.
Body language presents to the audience what
we feel & think about the particular matter.
Ex: Nodding one’s head, arms crossed,
standing, sitting, relaxed.

5.
 Reading body language is important during job
interviews, negotiations, or even presentations.
 You need to appreciate that more than 60% of
what you try to communicate comes from your body
language.

6.
 Respect and Interest in what they have to say
 Feeling of comfort and genuine warmth
Posture:
 Get your posture right
 Standing or sitting
 Down and inward shoulder (Nervousness &
uncomfortable)

7.
Head Position:
Feel confident and self assured (Head level both horizontally
and vertically)
Straight head position – authoritative
Tilting of head to one side or another – listening (friendly,
receptive mode of conversation)
Arms Position:
Keep your arms out to the side to your body or behind the
back.
The more outgoing you are as a person, the more you
tend to use your arms with big movements. The quieter
you are the less you move your arms away from your
body.

8.
Leg Position:
They tend move around a lot more than normal when
we are nervous, stressed.
Keep them as still as possible in most situations,
especially at interviews or work meetings.
Angle of The Body:
Indication of attitude and feeling.
We angle towards people ,we find attractive, friendly.
Angle ourselves away from those we don’t like.

9.
Hand Gestures:
Palms slightly up and outward is seen as open and
friendly.
Palm down –seen as dominant, emphasising,aggressive.
Hand shake-upright and vertical.
Mouth Movement:
Thinking-We purse our lips and some times twist them
to the side when we are thinking.
There are also different types of smiles and each gives off
a corresponding feeling to it’s recipient.

10.
Soft skill is the ability required and expected from persons
for finding a suitable job, its maintenance and promotion.

11.
Soft skill are very important
 To handle interpersonal relations
 To take appropriate decisions
 To communicate effectively
To have good impression and impact
to gain professional development

12.
Communication skills form the corner stone of
soft skill.
Every human being has to essentially &
effectively communicate with others.
Effective communication is the hallmark of
one’s education.

13.
The ability to speak fluently using
the right word in the right order is
an good communication.
Message using appropriate
vocabulary and syntax form effective
communication.

14.
 Writing evaluates a person’s proficiency
indications, spelling grammar etc…
 Errors committed while writing circulars, reports
& agenda considerably spoil the image of the writer
 Good visual presentation using graphics, color,
balanced design layout- adds so much to written
communication.
 Keep handouts and other written materials for
your presentation.

15.
 Presentation skills include planning,
preparation & delivery of the message.
 Making a formal speech is one form of
presentation.
 Presentation skills can be broadly categorized
into physical oral, & electronic.

16.
Success in life depends on presenting ideas in
an appropriate manners.
Look at the eyes of audience & speak in a
natural, conversational voice.
 Appropriate voice will make the presentation
effective and interesting.
 Ask for feed back from your audience about
your presentation & change accordingly.
 In presentation especially, stop occasionally to
ask the audience understand what you have said.

17.
People of either gender, different age groups,
qualification, status & skills work as a team with
a common objective of accomplishing the task.
The success of any organization largely
depends on in the coordinated efforts of its
employees.
 It mainly refers to the agreeableness & co-
operation among the team members.

18.
 Professional ethics is the need of the hour in
India.
 When a person is at the work spot, he must
think of his work only.
 He must put his heart & soul into the work.
 Each employee is a organic part of the
organization & must strive to contribute his mite
to the successful functioning of the organization

19.
 Man is a social animal & his success in life largely
depends on his relationship & interaction with
others.
 We must respect the views & sentiments of others.
 When we want to differ their views, we must very
politely give hints to them without wondering their
feelings.

20.
 Prioritize the work & schedule your time accordingly.
 Importent work should be allotted more time & taken up
first.
 Listening to classical music & practicing Yoga will
considerably reduce the physical, emotional & mental
stress of an individual

21.
Leaders, executives & managers need to be very
clear about what they expect from others
Trust your self
 Keep smiling
 Share & stay together
Always learn new things
 Accept responsibility for your self & your
actions
 Look at problems & challenges
 Be grateful always
 Love your self
Leadership Communication skills

22.
24

23.
 Answer the phone before the third ring.
 Answer calls and return missed calls within 24
hours.
 Always identify yourself when placing a call.
 Keep conversation brief, but not to the point of
curtness.
 Address people by their names and titles, as
appropriate.
 Place a call on hold, if necessary, rather than
leaving a phone with an open line.
 Respond promptly to all requests.

24.
26
 Listen. Do not interrupt a caller or become
impatient.
 Do not talk with food or chewing gum in your
mouth.
 Respond courteously to requests and responses.
 Always let the customer know when you will
return the call. This must never exceed one day.
 When you have finished talking, say “Thank you,
Mr. or Ms. ____. Goodbye.”
 Let the caller hang up first.

25.
27
1. Know the name of the person you want to
reach and how to pronounce it.
2. Verify the phone number before calling.
3. Keep frequently called numbers handy.
4. Ask the caller if it is convenient to talk.
5. Insist on calling back if the connection is
faulty.

26.
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1. Avoid crude expressions.
2. Reply with a distinct “yes,” rather than “yeah.”
3. Show respect with simple comments and
responses such as “Thank you,” “ I appreciate
your help,” and “Please.”
4. Speak slowly and pronounce words clearly.

27.
29
1. Ask permission before placing a caller on hold.
2. Return to the line periodically.
3. Ask callers if they want to continue holding.
4. Indicate how long the delay could be.
5. Offer to call the person back if the wait will be
long.
6. Never leave a customer on hold for longer than
one minute.
7. Be courteous, respectful and professional.

28.
30
1. Place the first call on hold.
2. Answer the next call.
3. Complete the second call only if it can be
handled quickly.
4. Return to the initial call promptly.
5. Provide quality service that meets or exceeds the
customer’s expectations.

29.
31
1. Transfer calls only if you are unable to help the
caller.
2. Ask permission to transfer calls.
3. Give names and complete telephone numbers to
the caller in case the call is disconnected.
4. If the caller complains about being transferred,
suggest having the call returned instead.
5. Give the new party any helpful information
before completing the transfer.
6. Never transfer a caller more than two times.

30.
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 Give a short, sincere explanation for ending the
telephone conversation.
 For example, “I’m sorry to cut this short, but I
have a visitor waiting to see me.”
 Make plans to get back with the caller if
necessary.
 Example: “We have a staff meeting in five
minutes. May I call you back?”

31.
33
1. Write a message, even if the caller indicates they
will call back.
2. Include the time and date.
3. Write legibly.
4. Verify the caller’s name and phone number by
repeating the information.
5. Include as much information as possible to help
the message recipient return the call.
6. Sign or initial the message slip and deliver the
message promptly.

32.
34
A person may forget what you
say,
A person may forget what you do,
But, a person will not forget how
you made them feel…

33.
35
When every customer leaves
satisfied.

34.
 You don't need to
spend a fortune to
dress well, but you do
need to make careful
choices when
shopping, so your
outfit doesn't go
horribly wrong.

35.
Don't wear two loud colours together, unless you're Govinda
and are appearing in a David Dhavan slapstick.
You could wear a single colour from head to toe, but if the
colour is very loud, consider breaking it with the help of a
neutral shade.
So if you are wearing a red top, instead of pairing it with red
trousers, consider opting for beige.
If you are fat go for dark colours, and if you are thin go for
light colours. Get to know your body shape and dress
accordingly.

36.
Dress according to where you are going.
If you are going to the office, be subtle and don't wear
anything revealing or sexy.
But if you are going to a nightclub, you could definitely
go all out. You may still stand out though!

37.
Often the only accessories many women wear are a pair
of gold, diamond or pearl earrings - which they
continue wearing day after day irrespective of their
outfit.
Consider opting for long earrings with coloured stones
to really dress up an outfit.
If the stones are the same colour as that of the outfit,
they will be a perfect complement.
Even a simple outfit can look very dressy with matching,
striking earrings.

38.
Don't wear black shoes with every dress.
Get shoes that match.
Delicate sandals score over clogs or platforms every time,
especially in the summer.
If you cannot afford to have shoes in every single colour,
purchase something like white or silver sandals with a
white or silver bag.

39.
Pay attention to fabric. Here in India cotton is so
reasonable, there should be no need at all to opt for
anything polyester. Stick to cotton and denims for a
causal look.

40.
Feel confident in yourself about the way you look and that
will come across to other people.
Comfort is Important : Comfort is very important, if your
attire is not comfortable, your entire day can get ruined.
A must in every wardrobe: A good coat, a little black dress,
a wrap dress, well cut denims, a classic pair of black pants,
cashemere cardigan and a stylish crisp white shirt. Update
these looks every season with some fab accessories.

41.
Accessories: Right clothing is necessary for success but
other things such as clean nails, well set hair, and good
smell are also significant. A single bracelet can also
enhance the look. You do not need dozens of bangles
and heavy earrings to look gorgeous.
Dressing up for office: As a professional employee, you
need to appear highly professional in front of your
boss and clients. Dressing etiquettes are must in
corporate world to maintain the status quo.

42.
EFFECTIVE COMMUNICATION
SKILLS

43.
Objectives
• Define and understand communication and the
communication process
• List and overcome the filters/barriers in a
communication process
• Practice active listening
• Tips to improve verbal and non verbal
communication

44.
What is Communication?
COMMUNICATION IS THE ART OF TRANSMITTING INFORMATION, IDEAS AND
ATTITUDES FROM ONE PERSON TO ANOTHER.COMMUNICATION IS THE
PROCESS OF MEANINGFUL INTERACTION AMONG HUMAN BEINGS.
ITS ESSENCES :
PERSONAL PROCESS
OCCURS BETWEEN PEOPLE
INVOLVES CHANGE IN BEHAVIOUR
MEANS TO INFLUENCE OTHERS
EXPRESSION OF THOUGHTS AND
EMOTIONS THROUGH WORDS & ACTIONS.
TOOLS FOR CONTROLLING AND MOTIVATING PEOPLE.
IT IS A SOCIAL AND EMOTIONAL PROCESS.

45.
What are the most common ways
we communicate?
Written Word

46.
Types of Communication
Downwards Communication : Highly Directive, from Senior to subordinates, to
assign duties, give instructions, to inform to offer
feed back, approval to highlight problems etc.
Upwards Communications : It is non directive in nature from down below, to give
feedback, to inform about progress/problems, seeking
approvals.
Lateral or Horizontal
Communication : Among colleagues, peers at same level for information
level for information sharing for coordination, to save time.
In modern business environment communication extends beyond written or spoken
words to listened word.
Visual dimension added by T.V., computers has given to new meaning to
communication.
COMMUNICATION NETWORKS
Formal Network : Virtually vertical as per chain go command within the
hierarchy.
Informal Network : Free to move in any direction may skip formal chain of
command. Likely to satisfy social and emotional needs
and also can facilitate task accomplishment.

47.
Executive Director
Vice President
A.G.M.
Manager
Supervisor
Forman
Supervisor 3Supervisor 1 Supervisor 2
Manager
Horizontal Comm.

48.
The Communication Process
SENDER
(encodes)
RECEIVER
(decodes)
Barrier
Barrier
Medium
Feedback/Response

49.
Barriers to
communication
• Noise
• Inappropriate medium
• Assumptions/Misconceptions
• Emotions
• Language differences
• Poor listening skills
• Distractions

50.
Hearing Vs Listening
Hearing – Physical process,
natural, passive
Listening – Physical as well
as mental process, active,
learned process, a skill
Listening is hard.
You must choose to participate in the process of
listening.

51.
VALUE OF LISTENING
 Listening to others is an elegant art.
 Good listening reflects courtesy and good manners.
 Listening carefully to the instructions of superiors to improve
competence and performance.
 The result of poor listening skill could be disastrous in business,
employment and social relations.
Good listening can eliminate a number of imaginary grievances of
employees.
Good listening skill can improve social relations .
Listening is a positive activity rather than a passive or negative activity.

52.
Always think ahead about what you are going to say.
Use simple words and phrases that are understood by every body.
Increase your knowledge on all subjects you are required to speak.
Speak clearly and audibly.
Check twice with the listener whether you have been understood
accurately or not
In case of an interruption, always do a little recap of what has been
already said.
Always pay undivided attention to the speaker while listening.
While listening, always make notes of important points.
ESSENTIALS OF COMMUNICATION
Do’s

53.
ESSENTIALS OF COMMUNICATION
DON’Ts
Do not use technical terms & terminologies not
understood by majority of people.
Do not speak too fast or too slow.
Do not speak in inaudible surroundings, as you won’t be
heard.
Do not assume that every body understands you.
Do not interrupt the speaker.

54.
How to Improve Existing Level of
COMMUNICATION?
IMPROVE LANGUAGE
IMPROVE PRONUNCIATION
WORK ON VOICE MODULATION
WORK ON BODY LANGUAGE
READ MORE
LISTEN MORE
THINK AND SPEAK.
DO NOT SPEAK TOO FAST
USE SIMPLE VOCABULARY
DO NOT SPEAK ONLY TO IMPRESS SOMEONE.
LOOK PRESENTABLE AND CONFIDENT

55.
…in the new global and diverse
workplace requires
excellent communication skills!
Success for YOU…

56.
 Clarity of voice-Voice modulation
 It’s tone-Live and pleasant expression
 Speed of speaking-Not too fast or slow
 Gesticulation-Mental maturity, emotional
stability,tact,self confidence, consistency of
thought/adaptability, team sprit.

57.
 Nodding of heads to express yes or no
 Raising of eyebrows
 Hand movement
 Sober expression-serious talk

58.
 Read aloud and with rhythm
 Record your voice
 Mental alertness- Quickness of
thinking,grasping,response,suitable answer,
observation.

59.
Questions