2. Topics to discuss
What is Communication
Facets of Communication
Common Methods of Communication
The Communication Process
How important is Communication
Reasons for Communication
Issues with Communication
Do & Don’t of Communication
How to improve Communication
Listening and Active Listening Skills
3. What is communication…
it’s a Dialogue, not a monologue…
Communication is the art of transmitting Information, Ideas
and attitude from one person to another
It is a dynamic process of meaningful interaction with fellow
It’s a personal process which involves change in behavior
It’s a means of expression of thoughts and emotion through
words and action
It’s a tool for influencing, controlling and motivating people
It’s a social and emotional process
4. Four Facets of Communication
-in any communication
The Sender is the person trying to
The Receiver is the person at whom the
message is directed.
A message is sent to convey Information.
Information is meant to change Behavior.
5. Common methods of
7. How important is communication…
• Everyone in this world communicates but effective
communication is a skill which can be learnt.
• This is the most important tool in the field of consultancy
if used skillfully.
• You need have the skills to use of this tool, because
most of the time we think we know how to communicate.
• The communication skill is required to be perfected all
I know that you believe you understand what you
think I said, but I'm not sure you realize that what
you heard is not what I meant.
8. Reasons of Communication
To get some action
To change behavior
To ensure understanding
To get or give information
As Financial Planner you have all the above
reasons to communicate.
9. Effective Communication
To effectively communicate,
we must realize that we are all different in
the way we perceive the world & use this
understanding as a guide to our
communication with others.
will strengthen your relationships,
minimize the risk of misunderstandings
and improve your self-confidence.
• Mutual Funds investments are
subjected to market risks.
• Please read the Scheme Information
Document and Statement of
Additional Information carefully before
11. Parts of a message
Tone of voice 34%
Non-verbal cues 58%
13. Issues with communication
Personal value system
Different knowledge level
Inattention and poor retention
Undue reliance on written words
14. Do’s of Communication
Find out what your Listener wants.
Look before you leap-think before you speak.
Use common language and simple words.
Be clear and audible.
Believe in your message.
Use Gestures and expressions.
Use humor, visualization, anecdotes & story telling
15. Do’s of Communication
Check twice from listeners
If interrupted take two steps back-recap
Repeat the important points again
Ask for clarification
Ask for repetition from the listener
Keep Visual contact
16. Don'ts of Communications
Do not instantly react/mutter something
-take a pause.
Do not use technical terms/terminologies/jargon
not understood by listener/s.
Do not speak too fast or too slow-check your pace.
Do not assume you are heard and understood-
Do not look here and there-maintain visual contact.
If in doubt-repeat.
17. How to improve Communication…
Define and understand communication and the
List and over come the barriers in a
Practice active listening,
Improve verbal and non-verbal communication.
The Amazing truth about Human tongue: It takes
three years how to use it but, it takes a life time
to learn, "When and where to use it."
18. How to improve Communication…
Language, Vocabulary, Pronunciation, Voice
Read, study, explore, ask,
How to repeat and impact of stress,
Handling disagreement, differences, objections,
If I am to speak ten minutes, I need a week for
preparation; if fifteen minutes, three days; if half an
hour, two days; if an hour, I am ready now.
19. How to improve Communication…
Attitude, take responsibility, be real,
Empathy, respect others point of view,
Meditation, contemplate, think,
Body language, gestures, posture,
Learn to shake hands and say sorry,
Talk to yourself.
Argument is the worst sort of conversation.
20. Body Language-
Touch is probably the earliest form of communication and still is
Touch only when appropriate/suitable/proper/right/
Take care of your appearance/look/form.
Beware of false
Maintain eye contact
21. TYPES OF BODY LANGUAGE
Remember that you are dealing with “PEOPLE”
(P)OSTURES & GESTURES
How do you use hand gestures? Stance?
How’s your “Lighthouse”?
How do you position yourself?
How do you deliver your message?
Are your looks, appearance, dress important?
(E)XPRESSIONS OF EMOTION
Are you using facial expressions to express emotion?
22. Most Important- Listening
After all, everybody hears what he understands…
Listening is an elegant art.
Listening is hard work.
Listening reflects courtesy and good manners.
Listening improves competence and performance
Listening eliminates grievances
Listening improves social relations
Tests have shown that, on average,
normal adult human beings only really hear
ONE THIRD of the words spoken to them.
23. Listening Skills
is one of the key essential ingredients in effective communication…
Level 1 - Often, a person at this level is making believe that
he is paying more attention while really, he or she is
thinking of other things.
They are generally more interested in talking, rather than
Level 2 - They are trying to hear what the speaker is
saying, but they are not making the effort to understand
what the speaker means.
They tend to be more concerned with content rather than
They do not really participate in the conversation.
24. Listening Skills
Level-3 Active Listening
At this level, people try to put themselves in the speakers place, they
try to see things from the other person's point of view.
Some characteristics of this level include:
taking in only the main ideas,
acknowledging and answering,
paying attention to the speaker's total communication,
Body Language-sitting forward, eye contact, nodding head.
People can hear four times faster than others can
talk, which gives a skilled listener time to sort
25. Active listening you must…
listen for the content of the message,
listen for the feelings of the speaker,
listen without making judgment,
respond to the feelings of the speakers,
note the speakers cues, both verbal and nonverbal,
ask open-ended questions, and
reflect back to the speaker what you think you are hearing.
If you really want to listen, you will act like a good listener.
Good listeners are like good catchers because they give
their speakers a target and then move that target to
capture the information that is being sent.
Go to the locker no.252 at Old Delhi station.
In the locker you will find a cash box which contains the
5. 50 notes of Rs.500,
6. 50 notes of Rs.100,
7. 50 notes of Rs.50.
Please bring me half the money.
28. Listening is perhaps one of the most important skills we
have, yet it is one of the least recognized.
Listening in fact is how we ourselves learn to speak.
Research reveals that although we spend so much of our
time ‘listening’ we don’t necessarily remember all we’re
Shortly after a 10 minute oral presentation the average
listener will have retained only half of what was said.
After 48 hours they are likely to remember only 10 percent!
29. Communication …
• is a Dynamic process,
• is to get some action,
• is a Social & Emotional process,
• is a Skill which can be improved,
• is verbal & non-verbal,
• is mostly listening,
• improves understanding & relationship.