MM Bagali, PhD, HRM, HRD, Communication [Compatibility Mode]

1. communication:
Managing Effectively at Work
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2. M M Bagali, PhD
Professor of Strategic HRM,
Brand Ambassador, Asian HR Board, India
sanbag@rediffmail.com /
sanbagsanbag@rediffmail.com
http://www.linkedin.com/in/mmbagali
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3. Great Speakers aren’t born…...
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4. How do you climb the mountain of
success, particularly if you
have never climbed this
mountain before?
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5. As with any journey,
success is
usually determined by
the degree of
preparation
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6. Basics of Communication
Everyone
Every time
Everywhere
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7. The Condensed Version
of Mind Preparation:
Have the Right Attitude!
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8. FACTOID
55% of what people perceive of others
comes from body language and facial
expressions
38% comes from tone of voice
7% is based on the actual words people
use
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9. Ways
Ways Speech
Words Phone
Charts Letter Writing
Symbols Email
Annual Reports www
Pamphlets Teleconference
Conference Booklet
Seminars Banner
Newsletter Slogans
Memo Advertisements
Circular Non verbal
Notice Meetings
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10. Three golden rules
1. preparation
2. preparation
3. preparation 10

11. Oral Presentation
• why are you are making a presentation?
• what do you want to achieve?
• what message do you want the audience to
take away?
• what will they will gain from listening?
Words…… why; how; when; which; how
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12. ORAL Speaking
• speak clearly - don’t rush
• project your voice - speak to be heard at
the back of the venue
• have a glass of water available
• introduce unfamiliar jargon and
acronyms
• keep track of the time
• relax! talk to your audience, not at them
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13. Gaining attention
• make the audience listen to you from the very
beginning of your talk
– plan the start carefully
• relate your talk to familiar concepts using:
– Examples / anecdotes
– Analogies / Stories
– Role / Drama
– Quotations / Proverbs
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14. Interaction
• involve your audience to help them
learn and remember more
– be sensitive to atmosphere
– use analogies and anecdotes
– get them to do something
– ask them direct questions
– ask for questions
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15. Posturing your very Posture
• your gestures, body language and facial
expressions should help support what
you are saying and help you project a
confident image.
– stand up straight; a sloppy posture invites
a negative reaction from the audience
– move around, but don’t sway or pace
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16. Hi ! Do’s and don’ts
– look at the audience, scanning rather than
focusing on one person
– talk to the audience, not to the floor,
ceiling, flip-chart, whiteboard or your notes
– use your hands to emphasise a point, but
don’t wave them around
– don’t put your hands in pockets or grip the
podium
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17. Language tips
• Be aware of slang
• Avoid foul language
• Explain acronyms and jargon – not everyone
understands it even in the IT (information
technology) world
• Avoid sarcasm
• Power robbers (“I hope,” “I guess,” “maybe,”
“probably”) undercut credibility
• Be careful where you hold conversations
(elevators, hallways, public transportation,
restaurants, airlines
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18. Use Good Speech Habits
Phrases To use
“ One moment please”,
“Yes”, “All right”,
“She’s not available now”,
“Good-bye”
“please”
“thank you”,
“hello” and “goodbye”
Remember to smile
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19. Let us look at how
you communicate
19

20. "Business Etiquette
Communication Style "
1. Can I send an e-mail as a thank you
after a lunch meeting?
A. Sending an E-mail thank you is all
that is expected
B. The hand-written note is always the
best option
C. Just call...it takes so much less time
B 20

21. 2. At a dinner meeting is it acceptable
to leave a cell phone on at the table?
A. Yes, but you should leave the table.
B. Never, the person "in person" should get
your full attention.
C. Yes, as long as everyone else has theirs
left on.
B 21

22. 3. When being introduced to a person
who is blind what should I do?
A. Nothing - wait for the individual to offer
their hand.
B. Avoid handshaking - but say Hello!.
C. Touch their shoulder to indicate your
presence and Initiate a handshake.
D. Say Hello and wait for the individual to
offer their hand.
D 22

23. 4. How long does a person have to return
business phone calls?
A. Business calls should be returned within
one hour.
B. Call after hours and leave a voicemail.
C. A maximum of seven days.
D. Each person needs to establish their
returning calls policy and consistently follow
the standards which have been set.
D 23

24. 5. If a meeting is scheduled for 9:00am,
what time should an employee
arrive?
A. No more than thirty minutes prior to the
meeting time.
B. Not earlier than 8:50am, that gives you ten
minutes to get organized.
C. Don't be early, they'll think you're over
eager.
B 24

25. 6. When is it appropriate to call
business associates by their first
names?
A. As soon as you feel comfortable.
B. Never, always use formal names,
don't get too personal.
C. Only if the person gives you
permission.
C 25

26. FACE-TO-FACE
Most people prefer to
get information
face-to-face
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27. What to watch in F to F
response to discussion
interpretations
voice and body language
undivided attention – listen really listen,
give full attention
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28. Watch the Words
Words can
• reveal thoughts,
• conceal pain,
• paint dreams,
• correct errors,
• build walls between people, or bridges.
and can tear down or build up, wound or
heal, tarnish or cleanse.
• speak to the future 28

29. Types of Meetings
Executive Briefing
Informational
Meeting with a Sponsor
(e.g. Site Visit) Let’s Meet
Staff Meeting
Team-building
Informal
Others...
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30. Making Meetings Work
1. Make an agenda and stick to it. Send it
out before the meeting, if possible
2. Be clear about the reasons for and goals
of the meeting
3. Have a facilitator -- either a professional
or ask someone at the meeting to step
into this role
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31. 4. Watch the time -- do not overrun -- keep
the agenda flowing
5. Add humor, allow for laughter, have fun -- it
makes for a much more productive
meeting
6. Allow for conflict but deal with it
immediately
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32. 7. Maintain control of the meeting at all
times. Don’t get off track
8. Eliminate attendees’ behaviors that are
disruptive
9. Allow for questions, be prepared to answer
them
10. Wrap the meeting up with what was
accomplished and action items
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33. Meeting “Killers” -- why they fail
• Poor Preparation
• Ignored agenda
• Poor time
management
• Lack of participation
• Strong personalities
• Lack of leadership
• Lack of humor and
fun
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• No/poor closing

34. Barriers
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35. Language itself: unclear wording, clang, jargon,
and tone
Body language: body language may contradict
the spoken message
Cultural: Biases for certain culture
Personality: Introverts X Extroverts
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36. • The appropriate channel: for example,
using the telephone to relay numerical
information. That information should be
written
• Poor listening skills on the part of the
receiver
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37. Winning People Through
Communication
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38. Show Respect for Other Persons
Ego keep it dawn
Be Friendly
Be Sympathetic
Appeal to Nobler Motives
Speak to People: Greet
Smile: Cordial
Call People by Name:
The Best music is ..N a m e
Be Generous
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Humor

39. Romance in Communication
How old are you
Half past Eighteen
His child was not doing
I was very hot water to hear that my son
is missing the bus and is in danger of
not climbing into the next class well
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40. Please break every bone in his body, but
don’t beat him very bad
VIP passed away Bangalore Railway
Station
(Actually he wants to convey that VIP
crossed Bangalore Railway Station)
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41. My Daughter has a serious accident
falling from the running train. Her facial
injury has been attended to and is on
the way to recovery. But her KNEE is
still in the hands of the Doctor
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42. Intended Communicated
• He is a hard worker • He hardly works
• He is good at noting • He is good at nothing
• I am alone at home • I am the only Husband
• Wife died, send • Wife died, send Prostitute
substitute
• Don’t sit and work in • Don’t sit on this computer
this Computer and work
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43. In a Bus,
Eve Teasing is an Offence,
Passengers are requested to Cooperate
Liquor Shop
If you drink to forget everything, Kindly pay us
in Advance
On Car,
Always drive in such a way that your License
expires before you do
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44. Attitudes matters in Communication
(Building Goodwill)
- We are shipping your order of 5 July,
2005 this afternoon
+ The Two dozen Corning ware
starter you ordered will be shipped this
afternoon and should reach you by Sep,
10, 2005
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45. - Congratulation…….
+ Congrates on your promotion as
Officer, LIC Corporation. I am pleased
to read about it and felt happy about the
news
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46. - You’ll be happy to hear that your
scholarship has been renewed
+ Congrates ! Your scholarship has
been renewed
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47. - We provide health Insurance to all
employees
+ You receive health Insurance as fill
time Employee of the Organisation
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48. - If you don’t understand, feel free to
ask me
+ If you have further Questions, feel
free to ask or call
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49. - We cannot sell computers disks in
lots of less than 10
+ To keep down packaging and
shipment cost, we sell computers disks
in lots of 10+ more
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50. - We will perform an investigation of
the problem
+ We will investigate the problem
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51. Delightful Slips in
Communication
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52. Typist typed “T” in place
of “C” while addressing a
letter to Chief Minister as
……….Thief Minister
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53. Maternity benefit circular by Govt:
…..Every women by whom a claim for
maternity benefit is made shall furnish
evidence that she has been or that it is
expected that she will be conferred by
means of a certificate given in
accordance with the rules
Replied: Reply in accordance with
your instructions, I have given birth
to twins in the enclosed envelop
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54. A note to Registrar of marriages:
I am signing my marriage
certificate;
the previous one was a mistake
54

55. Lost and found Column
Sir, I am glad to inform you
that my mother-in-law
reported missing is found at
last, is now, dead
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56. Classified Advertisement
A piano is offered for sale by
a lady with carved oak legs
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57. -Mother died in infancy
+Mother died when I was an infant
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58. -Father went to bed feeling well and the
next morning woke to dead
+Father went to bed feeling well, but the
next morning we found him dead
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59. Preparing
for A Great Talk
….. One who stands
and listenssssssss
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60. Start collecting material for presentation
Find out about the audience
Decide… to be spoken or to be lectured
Speak clearly and loudly…
Voice be clear, pause, gaps,
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61. Conversational Tones and Phrases
Introduction to be of great interest……
My own experience
Success Story go like this
Promise of a new experience
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62. Ask few questions in between and try
to answer
Use short sentence / story / narrations /
citations to be effective
Give the audience to do something….
use of their brains/ Brainstorming/
problem/
Use practical role play in-between
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63. Check…. Look back for a
moment
Pay attention to your body language and non-
verbal communication. Your body language
should exude confidence, sincerity and high
energy level.
Your words and gestures must be in agreement.
Maintain eye contact with the interviewer while
answering or listening to the interviewer. Do not
look at your shoes or the floor.
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64. Do not fidget in your seat or fiddle with your
tie etc.
Keep your hands relaxed and use them to
animate or express interest
Maintain an erect posture, do not slouch in
the chair.
Keep your facial expression pleasant, it can
add or deduct sincerity from your words.
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65. Keep your voice tone firm,
well modulated and relaxed
Be aware of the things you do
when nervous and try to keep
them under check
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66. Understanding non-verbal
communication
Non-verbal behavior can have a profound
influence on the success of face-to-face
communication
body posture, gestures, facial expressions and
eye contact. Even if we are not speaking, we
are communicating
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67. Body Language (Non Verbal)
Sit and Stand Erect
Lean slightly forward or backward
Maintain EYE contact
Unfold your arms and legs
Nod your head
Dress
Gestures and Postures
Hunching the Shoulders
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68. Angling his head to one side
Compressing the lips
Facial Expression
Look open,
pleasant,
and positive
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69. Physical Appearance
• Hair (M/F) Groomed and Manageable
• Attire Dress for Success
(neat and modest)
• Accessories Jewelry,Perfume,Tattoos
• Shoes Depends on the occasion
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70. • Posture --------- Standing & Sitting
• Walk --------- Your Walking is
Talking!
• Eye Contact ----- Window to emotional self
• Distance -------- Air Space Violation or
Out of Orbit!
• Handshake --------The necessary physical
contact!!!
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71. Synergy in Body Language
Voice
Tone
Words
Gestures and Face
Postures Eyes
Appearance Body
Approach Clothing
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72. How’s That How’s That
What to communicate if one is no more
As my mother-in-law has expired and I am
responsible for it, please grant me 10 days
leave
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73. Effective Strategies in
Communications
• Introduce yourself
• Opening relate to Central Theme / Meaningful/ brief/
Negative start/
• Plan your Communication
• Purpose
• Decide what to say at what time and what place
• Visualize its possible consequences
• Arrange your ideas or talk in sequence
• Clear / Clear / Clear
• Complete
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74. • Correct
• Should build goodwill
• Too many technical words / jargon avoid
• Too long sentence
• Don’t prejudice…….. have an open mind
• Avoid Halo Effect
• What could be the probable Physical setting?
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75. • Be positive in approach
• Be polite and courtesy
• Be assertive
• Be patient
• Avoid vagueness
• Develop a system of feedback in between
• Judge the reaction after or in-between the
talk
• Be sure your action supports your
communication
• Listening is part of communication….. in-
between also listen 75

76. • Don’t make fun, joke, and lose talk, fishy
• Don’t sideline / escape goat/ Rumor / gossip
/ Fishy
• Few promises make and keep them fulfilled
• Don’t laugh on others for reasons
• Thank / Sorry / Excuse / I am sorry…when
needed
• Clarity of the central message
• Logical flow of the information
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77. Behavioral Skills in Communications
• No EGO
• Solid EYE Contact
• Good Posture
• Natural Gesture
• Appropriate Dress and Appearance
• Voice and vocal variety
• Effective use of Language and Pauses
• Active Listening involvement
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78. • Nod the head
• Appreciation
• In between Yes/ NO/ A minute
• Listen with a purpose
• Love the talker
• Hold Anger / Temper
• Speak to the People
• Smile to the People
• Call People by Name
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79. • Generous in Praise / Appreciation
• Considerate Feelings towards others
• Make other persona feel important
• Don’t critics, condemn or complain
• Ask relevant questions
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80. Vocabulary Practice GAMES………
Working with the words
Memory Game:
One says …. I went to shopping
Another ….. I went to shopping & brought a
jacket
Another …. I went to shopping & brought a
jacket and a cap……..so on
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81. Word association:
A word to associated to possible
alternatives attached to it
Bus/ call center/ Class Room/ Teacher/
Professor/ CEO/ Manager
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82. One Minute / Talk for 2 minutes on :
Tea/Food/Cars/Coffee/Kitchen/People/Place/
Style/Products/Soap/ Ice creams/
Related Words:
Tell Ten related words / areas of
A, B, BC, D, E, F, G, H……
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83. Why vocabulary watch
• Start End
• In between Vocabulary
• Modulations Pauses
• Stuttering Nervousness
• Fear Lack of confidence
• Fatigue Word association
• Grammar Language
• Sentence formation Synthetics
• Synchronization Time of delivery
• Consolidation Memory
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84. When you kill
somebody’s good idea,
you kill a little of that
person toooooooooo
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85. uestions, if any
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