Conversation techniques

Every conversation is an opportunity for success Debra Fine

Art of Small Talk

Three topics and Four questions Be the first to say Hello , smile, introduce and shake hands! Remember the names Get the other person talking Stay focused on the speaker, maintain eyecontact

Art of Small Talk

Listen more than you talk Be knowledgeable Third party introductions Accept business cards with honour Mind the body language Do not jump into ongoing conversations Know some exit lines

Strike up Conversation
Loose your shyness Make eye contact Smile Waving Saying hi

Pitch and Tone of Voice

Monotone is dull and uninteresting Vary the pitch and pace
Enthuse with passion

High pitched voice ruins the credibility Talk in a strong, steady voice neither shouting nor mumbling Match it with the other speaker Pause, listen, question

Techno Etiquettes
Email
Are permanent and can be forwarded Start with a salutation Respond to all questions when returning e-mail Not for confidential and sensitive information Never use to reprimand someone Define the subject in the subject-line Respond within 24 hours

Techno Etiquette
Cell phone
Speak only in private Always keep in vibration mode

Techno Etiquette
Telephone
Answer quickly Speak slow and clear Listen attentively Do not eat while talking Use only in private Request permission before putting on hold Return messages within 24 hours

Techno Etiquette
Voicemail
Outgoing message should include your name, title and company name When leaving voicemail for others
Specify your name and company and phone number Briefly specify the purpose of your call Specify the best time to reach you

Keep it short (30 seconds limit)

Techno Etiquette
Speakerphone
Ask permission of other party Speakers should identify themselves whenever speaking

Fax
Never fax admonishments or sensitive content Use only for official purposes

Verbal Communication
The basis of communication is the interaction between people Verbal communication is one way for people to communicate face-to-face Key components
Sound Words, Speaking Language

Non Verbal Communication

Intonation Tone of voice Vocally produced noises Body Posture Facial expression and eye movement Pause

Non Verbal Gestures Communicate More

Communication Barriers
Perceptual and Language Differences Information Overload Time Pressures Distraction/ Noise Emotions Complexity in Organizational Structure Poor Retention

Business Communication
Oral Communication Verbal Communication

Listening is Silvern
The most important type of on-the-job communication Be an active listener Boosts quality and productivity Reduces human errors Develops skill and attitude Improves speaking

Dealing with difficult people

Do not hurt yourself It s not about you, it s about them Battle of ego Anger Feeds Anger Waste of energy Negativity spreads Freedom of Speech

Deal With Them, The Right Way!

How to deal with them!

Forgive Wait it out Does it really matter if I am right? Do not respond Stop talking about it Be in their shoes Avoid Become the observer

How to deal with them!

Go for a run Worst case scenario Avoid heated discussions Most important Pour Honey! Express it!