Basic Communication

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