Basic Communication
Content
• Communication- Definition and Importance
• Communication – Points to Consider
• Stages of Conversations
• Introducing Self
• Order of Introduction
• Introduction to Rapport building
• Rapport building techniques
• Rapport building questions
Objective
At the end of the
session, the students will be able to:
• Identify the nuances of communication skills
• Explain the stages of conversation
• Self introduction and order of introduction
• Comprehend the importance of rapport building in a
conversation
• Select appropriate questions to get the information
• Apply empathetic listening for trust building
Communication
Communication is a process involving the selection,
production, and transmission of signs in such a way as to help a receiver
perceive a meaning similar to that in the mind of the communicator. – Fotheringham, W.C. 1966
Communication
– Points to Consider
|
Topic |
Good |
Bad |
|
Body Language |
Positive / open |
Negative / closed |
|
Time |
Wait for your turn to speak |
Interrupt |
|
Listening Skills |
Listen and acknowledge |
Inattentive or passive |
|
Focus |
Purposeful |
Deviate |
|
Confidence |
Eye-contact and Clarity |
Hesitant |
|
Feedback |
Welcome feedback |
Close and rigid |
|
Information status |
Proven facts |
Hypothetical details |
|
Message/ Information |
Concise and Precise |
Use jargon and abbreviations |
|
Words |
Be respectful and open |
Criticize or monopolize |
Stages of
Conversation
1. Opening: Begin
the conversation with greetings and making eye contact.
2. Feed Forward:
Refers to the modification or control of a process using its anticipated
results or effects. “Haven’t we met before?” or “I need to tell you something
you’re not going to want to hear. ”
3. Focus: One
converses to fulfill one or several of the general purposes of interpersonal
communication: to learn, relate, influence, play, or help.
4. Feedback:
Reflects back on the conversation.
5. Closing: May
be verbal, nonverbal or a combination of both. It signals feelings. e.g.-
Expressing pleasure – “Well, it was good talking with you”.
Self-Introduction
It’s a way to connect with someone new by exchanging words
and expressing the gratitude towards the person
While Introducing
Self, One Should:
• Make an eye contact
• Smile
• Use appropriate body language
• Exchange names
• Respect personal space (Proxemics)
Body Language: It
refers to physical behavior that expresses emotions/feelings. It includes:
• Facial Expressions
• Body Postures
• Gestures
• Eye Movement
Personal Space
(Proxemics): It is the study of human use of space and the effects on
behavior, communication, and social interaction. Most people value personal
space and get uncomfortable if the same is impinged.
Order of
Introduction- Introducing People
Introductions are the most important aspects of business
setting. They help in initiating business relationships and build rapport.
Key aspects for
making introductions:
• Man is introduced to woman
e.g. : Anamika, this is Mr. Kumar who is helping me study
German
• Younger is
introduced to older
e.g. : Father, meet my friend Avinash. We are in the same
class
• Person in the lower rank is introduced to higher rank
personnel
e.g. : Mr. CEO, I would like to introduce Ms. Sharma from
HR department
• Client is introduced to business associate, irrespective
of rank, gender or age
e.g. : Mr. Client, kindly meet our CEO, Ms. Mujumdar
• While introducing two associates of the same rank,
introduce the lesser known person (to you) to the one known better
e.g. : Suresh (better known person), I would like you meet
the HR executive of Pune branch, Mr. Patil
• While introducing multiple people in a group, introduce
the group to the individuals
e.g. : Vinod and Mukesh, I would like you to meet Shruthi,
Sneha, Mahesh and Govind
Points to remember
for group introductions:
• Say the names slowly
• In a small gathering, the person can be introduced to
everyone around. However, such should be avoided in large gatherings
• Use titles, especially in formal situations
• Stand up for introductions
• Ensure correct pronunciation of the names
• Say something interesting about the person being
introduced
• Use humor with care
• Do not offer damp hand
Introduction
to Rapport Building
Rapport is the ability to relate to others in a way that
creates a level of trust and understanding
Rapport is not only about getting others like you. Rapport
building helps:
• Persuading
• Negotiating
• Create the initial agreement, which provides a platform
for discussing disagreements
Rapport
Building
Rapport building is at the root of effective communication
Sometimes rapport happens naturally, you ‘hit it off’ or
‘get on well’ with somebody else without having to try, this is often how
friendships are built.
However, rapport can also be built and developed by finding common
ground, developing a bond and being empathic.
Rapport
Building- Techniques
Here are some key points to build rapport:
• Take a genuine interest in getting to know what’s
important to the other person
• Start to understand them rather than expecting them to
understand you first
• Pick up on the key words, favorite phrases and ways of
speaking that someone uses and build these subtly into your own conversation
• Adopt a similar stance to them in terms of your body language,
gestures, voice tone and speed
• Respect the other person’s time, energy, favorite people
and money
Rapport
Building Questions
• The initial greeting is important
• Ask open-ended
questions for building common ground like:
Job Related
Family Related
Location Related
Hobbies Related
• Avoid questions on:
Salary
Marital status
Religion
Controversial political topic
Summary
Communication is
a process involving the selection, production, and transmission of signs
Communication- Points
to consider
• Body Language – Confident
• Feedback – Information status
• Message/ Information – Flexibility
• Time – Listening Skills
• Focus
Stages of Conversation:
Opening, Feedforward, Focus, Feedback and Closing
Self-Introduction:
Introducing yourself is much more than saying your name; it’s a way to connect
with someone new by exchanging words and often, physical contact.
Order of
Introduction: Introducing people Introductions are the most important
aspects of business setting. They help in initiating business relationships and
build rapport.
• Rapport is a state of harmonious understanding with
another individual or group that enables greater and easier communication
• Take a genuine interest in getting to know what’s
important to the other person
• Understanding the need and behavior of the person is
essential
• Rapport can be built by asking appropriate questions