– Allows others to make decisions for self Destructive Feedback: Delivers criticism.

criticism. • You may begin sentences with and, but, although,

– Doesn't get what he or she wants
• Behaviors
– Sighs a lot
– Tries to sit on both sides of the fence to avoid
conflict
– Clams up when feeling treated unfairly
– Asks permission unnecessarily
– Complains instead of taking action
– Lets others make choices
– Has difficulty implementing plans
How to give Constructive Feedback: because, I
• Think through your suggested changes carefully • Try and keep your letter to one page if possible
• Discuss Improvements rather than flaws • Use white space freely.
• Focus on controllable behavior Straightforward writing
• Be specific • Keep the subject and verb close to together
• Keep feedback impersonal • Use active instead of passive voice
• Verify understanding • Avoid clichés, jargon, trite phrases
• Time your feedback Carefully • Avoid typographical excess
• Highlight any limitations your feedback may have. • Avoid noun and adjective stacks
Avoidable

7Cs of effective communication:

– Self-effacing
• Nonverbal Cues
Business Writing • Jargon
• Clichés
 Complete
– Fidgets • Euphemisms


Concise
Considerate
– Nods head often; comes across as pleading
– Lack of facial animation
Skills • Slang
• Sexist language
 Concrete Style & Structure
– Smiles and nods in agreement • Words Redundant Words
 Clear
– Downcast eyes – Variety Being politically correct
 Courteous
– Slumped posture – Precision Do not mention:
 Correct.
– Low volume, meek • Sentences 1. Physical appearance
Requisites to Get the Top Job:
– Up talk – Length 2. Race
1 • Communication Skills
– Fast, when anxious; slow, hesitant, when doubtful – Structure 3. Marital Status
2 • Ambition
• Feelings Felt • Paragraphs 4. Other Characteristic
3 • College Education
– Powerlessness – Long Do not use disparaging term
4 • Decision-making skills
– Wonders why doesn't receive credit for good work – Short 1. Eg. Physically challenged instead of handicapped
5 • Self-confidence
– Chalks lack of recognition to others' inabilities Effective Style 2. Differently abled instead of disabled
6 • Good appearance
• Effects  Plain and Unpretentious Avoid gender specific words
7 • Ability to get things done
– Gives up being him or herself  Brief & Concise – Eg. Chairman, Batsman
8 • Capacity for hard work.
– Builds dependency relationships  Consistent Avoid gender modifiers
3 basic communication styles: – Doesn't know where he or she stands  Bright – Eg. Female engineers, male nurse
Aggressive Style – Slowly loses self esteem  No Jargon / Cliches. Use Mr and Ms only not Mrs. or Miss
• Mottos and Beliefs – Promotes others' causes Structure Shorter equivalents
– "Everyone should be like me." – Is not well-liked • Schematic outlines How to learn new words
– "I am never wrong." Assertive Style – Jot down points at random • Don’t
– "I've got rights, but you don't.” • Mottos and Beliefs – Read them – Memorize list of words
• Communication Style – Believes self and others are valuable – Edit them • Do
– Close minded – Knowing that assertiveness doesn't – Study them – Check your guess in a dictionary
– Poor listener mean you always win, but that you – Redraft your structure – Practice the new word by making up your own
– Has difficulty seeing the other person's handled the situation as effectively as – Test the structure. sentence
point of view possible Write for the Reader – Construct a picture in your head to memorize the
– Interrupts – "I have rights and so do others.” • Know your reader word usage
– Monopolizing • Communication Style • Find out their professional background – Remember the word by association
• Characteristics – Effective, active listener • Estimate their level of language skill – Find opportunities to use it
– Achieves goals, often at others' expense – States limits, expectations • Guess their areas of expertise Steps to improve your vocabulary
– Domineering, bullying – States observations, no labels or • Try to figure out their interests. • Read daily a newspaper or magazine
– Patronizing judgments Building Reader Rapport • Use a highlighter to mark unknown words
– Condescending, sarcastic – Expresses self directly, honestly, and as • Establish common ground • Use a dictionary to find out its meaning
• Behavior soon as possible about feelings and • Agree with reader’s position • Review the word in its context
– Puts others down wants • Overcome audience objections • Picture the word in use
– Doesn't ever think they are wrong – Checks on others feelings • Hold interest with short paragraphs
– Bossy • Characteristics • Conclude with action statement.
– Moves into people's space, overpowers – Non-judgmental Type Do’s Don’ts
– Jumps on others, pushes people around – Observes behavior rather than labeling it Attract attention
Layperson Don’t bore with detail
– Know-it-all attitude – Trusts self and others Use analogy
– Doesn't show appreciation – Confident Expert
Focus on detail Don’t give only bottom-
– Self-aware Explain process line data
• Nonverbal Cues
Executive Get to the point Don’t explain the details
– Points, shakes finger – Open, flexible, versatile
Don’t be too brief
– Playful, sense of humor User Understand the need
– Frowns Don’t overestimate
– Decisive Tone
– Squints eyes critically Complex
Use benefits
Don’t overpitch
– Proactive, initiating Use bottom-line style • Antiquated Style V/S Modern Style
– Glares
• Behavior Know your purpose Attitude
– Stares
– Operates from choice • Inform • Courteous
– Rigid posture
– Knows what it is needed and develops a plan to • Persuade • Tactful
– Critical, loud, yelling tone of voice
get it • Instruct • Building / Sustaining Good Will
– Fast, clipped speech
– Action-oriented • Request action The “YOU APPRAOCH”
• Verbal Cues
– Firm • Record • Avoid writing in the third person
– "You must (should, ought better)."
– Realistic in her expectations Express Don’t Impress • Personalize the address by using ‘YOU’
– "Don't ask why. Just do it."
– Fair, just • Make it readable • Refer to your self as ‘I’.
– Verbal abuse
– Consistent • Make it clear • Refer to your company as ‘WE’.
• Confrontation and Problem Solving
– Must win arguments, threatens, attacks – Takes appropriate action toward getting what she • Make it economical Organization
wants without denying rights of others • Make it straightforward • Logical
– Operates from win/lose position
• Nonverbal Cues • Separate Details from Action • Complete
• Feelings Felt
– Open, natural gestures • Don’t start with a narrative opening • Concise
– Anger
– Attentive, interested facial • Use conversational English • List the points
– Hostility
expression • Avoid overworked words and phrases • List the details against each point
– Frustration
– Direct eye contact Your Fog Index* • Re-order / Arranged
– Impatience
– Confident or relaxed posture 1. Select a sample of writing (100 words) • Eliminate redundancies
• Effects
– Provokes counter aggression, alienation from – Vocal volume appropriate, 2. No. of words / No. of sentences = Av. sentence
others, ill health expressive
– Wastes time and energy over supervising others – Varied rate of speech
length
3. Count no. of words with 3 + syllables (not proper
Email Writing
• Clear & Concise
– Pays high price in human relationships • Verbal Cues nouns,
• Subject line – exactly what the email is about
– Fosters resistance, defiance, sabotaging, striking – "I choose to..." compound nouns, suffixed verbs)
• Direct and informative.
back, forming alliances, lying, covering up – "What are my options?" 4. No. of long words / No. of words = % of long words
• Return email in a timely manner
– Forces compliance with resentment – "What alternatives do we have?" 5. {Av. sentence length (step 2)+ % of long words
• Internal email
Passive Style • Confrontation and Problem Solving (step4) }x 0.4
• Email etiquette.
• Mottos and Beliefs – Negotiates, bargains, trades off, compromises = Fog index
10 email tips
– "Don't express your true feelings." – Confronts problems at the time they happen How to improve your Fog Index
1. Be concise and to the point
– "Don't make waves." – Doesn't let negative feelings build up 1. Shorten your sentences
2. Do not write in CAPITALS
– "Don't disagree." • Feelings Felt 2. Shorten your paragraphs
3. Do not forward chain letters
– "Others have more rights than I do.” – Enthusiasm 3. Substitute with simpler words
4. Use a meaningful subject
• Communication Style – Well being 4. Write from the reader’s perspective
5. Use active instead of passive
– Indirect – Even tempered 5. Use punctuation
6. Use URGENT and IMPORTANT sparingly
– Always agrees • Effects Check list 7. Avoid long sentences
– Doesn't speak up – Increased self-esteem and self-confidence
• Are your sentences less than 18 words 8. Don't forward defamatory or obscene emails
– Hesitant – Increased self-esteem of others
• Do you have more than three sentences in a 9. Don't forward virus hoaxes.
• Characteristics – Feels motivated and understood
paragraph 10. Keep your language gender neutral
– Apologetic, self-conscious – Others know where they stand.
• Do you have more than seven lines in a paragraph New Additions to 10 tips
– Trusts others, but not self Feedback • Don’t use underline and bold and caps • No “chartroom” abbreviations (btw)
– Doesn't express own wants and feelings • Use accepted contractions freely • No emoticons
Constructive Feedback: Focuses on Improvement.
• Do not “flame” • Format ‘Date Area’ Parts of a Presentation – Katagelophobia – Fear of Ridicule
• No cute / clever signatures (Built2last) ‘Footer Area’, and ‘Number Area’ A- Attention • Top Ten Fears
• Do not express criticism of a third party • Set the fonts, colors, background, bullet styles for I - Interest – Public speaking, heights, insects, financial
• Do not reprimand your recipient consistency. D - Desire problems, deep waters, sickness, death, loneliness,
• No confidential, classified or restricted information. Layout Rules A – Action. dogs.
• Leave 1” margin on all sides 1. Lead in Conquering Fears
The Pyramid Method • Use Left, Right or Centre alignment 2. Build up • Walk around the room
• Keep margin for footer/header 3. Core message • Meet and talk to your audience
• Align all your boxes 4. Analogy, anecdote, story • Creative Visualisation
• Place your logo on bottom right corner 5. Reinforce the message • Organise your material
• Use space creatively 6. Ask for Action • Visualise delivering a successful presentation
• Use of white space. 7. Close. • Rehearse by standing up and using all visual
Rule of Thirds 7 Classic Openings aids
#1 Place Key Elements of Your Composition at 1. Question • Breath Deeply just prior to speaking
Power Points 2. Factoid • Relax, Release Tension
#2 Place Key Elements of Your Composition along 3. Retrospective/Perspective • Move while speaking
Horizontal Lines 4. Anecdote • Eye contact with the audience
#3 Place Key Elements of Your Composition along 5. Quotation How to build self-confidence
Summary
Vertical Lines 6. Aphorism • You were invited to speak
• Make a Summary statement
#4 Place Key Elements of Your Composition at 7. Analogy. • You have something special to say
• Open with a most important point
Power Points and simultaneously on Dividing Lines. 16 Flow Structures • People around value you
• Tell them what they most need to know
10 / 20 / 30 Rule 1. Modular • Give them more than what they expect
Background
10 - Optimal number of slides in a presentation 20 - 2. Chronological • They must come back for more
• Who
Ten slides in twenty minutes 30 – Smallest point 3. Physical • Soon they’ll follow you.
• Where
size 4. Spatial 10 Tips from Toastmasters International
• When
Consistency 5. Problem/Solution 1. Know your material
• Why
• A set of slides consist 6. Issues/Actions 2. Practice. Practice. Practice!
Detail
– Cover Slide – least amount of text 7. Opportunity/Leverage 3. Know the audience
• Spell out the information detail
– Title Slide – intro slide for each new section 8. Form/Function 4. Know the room
• What
– Bullet Slide – least amount of graphics 9. Features/Benefits 5. Relax
• How
• Chart Slide 10. Case Study 6. Visualize yourself giving your speech
• Explain consequences.
– Create all your charts alike either 2D or 3D 11. Argument/Fallacy 7. Realize that people want you to succeed
Action
• Color Scheme (should set this on a Master Slide) 12. Compare/Contrast 8. Don’t apologize
• Ask for action
– Design-themes-color 13. Matrix 9. Concentrate on the message – not the medium
• Discuss the desired outcome
– Design - Background – background styles 14. Parallel Tracks 10. Gain experience.
• In simple words
Colors 15. Rhetorical Questions 5 Ps of an Effective Presentation
• Understandable phrases
– Warm colors – vivid, energetic 16. Numerical. 1. Purpose

Presentation Skills – Cool colors –calm, soothing

– White, black and grey -neutral
Complementary color scheme
Prepare Handouts
– To reinforce important information
– To summarise action items for the audience to
2. Preparation
3. Presence
4. Passion
Content Design • opposite each other on the color wheel
• Reverse bad for text
follow up
– To supply supportive information
5. Personality.
Level 1- Beginner (<10)
3 Major Objectives: Font Families • When to hand them out • Write down the presentation as you’d say it
 Inspire • Serif for body text – Before the presentation • Read it till you are familiar with the words
 Influence • Sans serif for display – During the Presentation • Try and say at least 80% by rote
 Inform • Use only 2 typefaces – At the end of the presentation • Prepare cue cards
Organizing Information • Develop Visual Aids • Don’t carry written speech on stage
• Summary 10 Tips for a good ppt Level 2- Confident Speaker (10 –20)
– Jot down points 1. The “joy of six” Preparing for your Presentation • Rehearse presentation mentally
– Place points in order 2. Use text sparingly • Practice your presentation
• Note down main points
– Check if each heading has complete info 3. Select colors with care – Cue cards
• Prepare and use cue cards
– Cut out unnecessary information 4. Keep unity of design from slide to slide • Print one side, number cue cards, use firm paper
Level 3- Pro (>20)
– Set paragraph headings 5. Font size - use the "floor test" for readability or index card
• Use ppt as cue cards
– Organized documents show clear thinking 6. Minimize animated texts, sounds, and transitions – Stand-up rehearsal of your presentation
– Cue Card Size - 6 “ x 4”
– Help the reader follow your logic 7. Avoid switching between programs – Give stimulated presentation
– Upper Lower case
• Objectives: 8. Time for people to take notes – Practice answer to the questions you anticipate
– 36 point font size
– Learn how to write quickly 9. Timing – 2 minutes per slide from the audience
– Spiral Bound
– Learn How to organize information 10. Visual images can be great – If possible videotape your presentation, review
– Joy of Six
– Data Dumping Useful tips for PPT and incorporate changes.
• Speak from the heart
– Mind Mapping • Use 72 dpi picture to make file size small Positioning of Equipment
Delivering the Presentation
Content to Slide • Create a guide for your talk, with supporting Screen at 45o angle to the audience
• Sequence
• Use one concept per slide images and Speaker in the center
– Introduction
• Use key words and phrases documents. Speaker’s eye contact should be with audience.
– Preview sentence (tell them what you are
• Stay with 6x6 rule • Avoid using small fonts • Controlling the presentation environment
going to tell them)
• Make bullets consistent in structure • Avoid too many slides – Overhead projectors
– Main Idea and sub points (tell them)
Create an PPT outline - example • Keep your audience guessing – Flip charts
– Benefits (in persuasive presentation)
• Introduction • A color that looks good on a computer screen – Slide projectors
– Summary (tell them what you told them)
– Product might not look good on the projector – Handouts
– Market situation
– Conclusion
• Color contrasts that are plainly readable on the – Pointers
• Possible Strategies • Posture
computer screen may be illegible in the presentation – Microphones
– Television ads • Movement
room – Lighting
– Radio ads • Gestures
– Press ads
• Avoid reverse lettering specially on bright colors – Seating Arrangement.
• Eye contact
• Recent Promotion Campaign like yellow, blue Adjusting your presentation
• Using your voice
– Our Company Small Audience (Fewer than 15 people)
– Our Competitors
• Analysis of each strategy
Delivery Design Formal Presentation Style - Formal procedure in
committee meeting, sales pitches to prospective
– Tone
– Rate of speech
– Cost
Rule of 3 – Volume (not too loud or too soft)
clients
– Effectiveness • People remember only three things from your • Expression
• Technique
– Disadvantages presentation • Appearance
– Establish Eye contact with each member of the
• Conclusions & Recommendations • Three parts to your presentation. • Pace – Decide the most effective pace
group to hold their attention
• Be concise – The beginning • Question and answer techniques
Large Audience –A group of 15 or more than people
• Use action words – the middle – How to encourage your audience to ask questions
Formal Presentation Style - Follow formal procedure
• Delete non-impact words – the end. – How to listen to questions
when giving a speech at a conference or at the AGM
• Drop intensifying adverbs “really”, “very” • In presentations "Less is More“ – How to answer questions.
of a public company
• Focus is the key Projecting Your Voice
PowerPoint Design • No one ever complained of a presentation being
– Technique
• If you have four points to get across - cut one out.
• Make sure all of the audience members can hear
1. Force of Your breath
2. Clarity of your consonants
Key Design Elements you clearly, especially at the back.
too short ! 3. Muscular energy with which
1. Layout • Link, sum up, emphasize and repeat main points.
Organising your Presentation you form words
2. Color Informal Presentation Type – Use informality
• Main Idea - Preview Review Sentence 4. Projection Exercise
3. Fonts procedure when making a spontaneous
– Tell them what you’re going to tell them 1. Counting
Creating Master Slide presentation from the floor at a conference.
– Tell them 2. Calling
• ‘View’ tab-‘Slide master’ Technique – Speak slowly and enunciate at all times
– Then tell them what you told them! Handling Questions
– Slide size should be std. 4:3 – Keep your message board general and simple. Go
• Develop Introduction • Answer the question
– Choose a theme from ‘Themes’ under Design tab into detail only if asked.
– To get the audience’s attention • Promise to find out the answer
• ‘Click to edit Master title style’ This is for the title of
the slides
– Set a Font, color and the size of the Font
– To provide background information on the subject
– Use Anecdote, Humour, Rhetorical question Delivery • Defer it to deal with it later
• Refer it to an expert colleague
– To introduce yourself – tell them who you are and • Fears • Throw it back to the person who asked
• ‘Click to edit Master text styles’ area for the main
why you are qualified to speak on the subject – Laliophobia – Fear of Speaking • Refer to the audience
body of the slides
• Develop the Conclusion – Demophobia – Fear of Crowds
– Set a Font, color size and bullet style
 – To be inspired Dos & Don’ts • Looking down, face turned away - Disbelief
Check List – To improve your own communication. • Don’t cross your arms or legs • Biting nails - Insecurity, nervousness
Structure
Results of Good Listening • Good eye contact, don’t stare • Pulling or tugging at ear – Indecision.
– Is it too long?
– Leads to helpful, positive attitude • Take up some space
– Do the first two minutes set the right tone
– Does it make them want to know?
– Improves communication between speaker and
listener
• Relax your shoulders
• Nod when people talking
Report Writing
– Is it too comprehensive Reports
– Feedback to the speaker • Don’t slouch, sit up straight
Use of Words
– Helps obtain useful information • Lean, but not too much • Format
– Does it sound like written document – Margin – 1 inch all around
– Creates better understanding. • Smile and laugh
– Is it easy to understand? – Serif Fonts
1. Attending Skills • Don’t touch your face
– Are the sentences too long? – 12 point font size
• A posture of involvement • Keep you head up
– Is it clear and unambiguous? – 1 ½ line spacing
• Appropriate body motion • Slow down a bit
– Is it too cryptic and compressed? • Type – frequency.
• Eye contact • Don’t fidget.
Delivery
• Non-distracting environment • Use your hands more confidently • Meant for
– Are you loud enough? – Management Info
2. Following Skills • Realize where you spine ends
– Are you maintaining eye contact? – Recording work done
• Door openers • Don’t stand too close
– Do you drop voice at the end of sentence? – Contributing to database
• Minimal encourages • Mirror
– Do you tend to mumble or talk to the visual? • Brief
• Infrequent questions • Keep a good attitude.
– Any distracting physical or verbal mannerism? • Useful.
• Attentive silence. Reading the Eyes
Impromptu Presentation 3. Reflecting Skills • Strong dilation indicates Format of a Report
• Paraphrasing – Very stimulated • Title Page
• Think
• Reflecting feelings – Ready to make decision • Table of Contents
– Split topic into components
• Reflecting meanings – Positive mode • Introduction
• Past, present, future (or any time oriented
• Summative reflections. • Raised Eyebrow • Summary
combination)
Reflective Listening – Submissive sign • Body
• Topic 1,2,3 (e.g. production, advertising,
1. Diminishes the others defensiveness – Non threating • Conclusion
marketing)
2. Handling hostile responses – Willing to listen • Recommendations
• The pro’s and the con’s of the issue
3. Dealing with questions • Looking away in introduction • Appendix
• Then Speak
4. Side-stepping debates – Sign of submission • Bibliography.
– Give a Few introductory remarks
5. Coping with tears • Strong Eye Contact Contents of a Report
– Develop a clear review sentence of your main
6. Overcoming withdrawal – Sign of interest • Opening Section
point
7. Recycling the process • Narrowed Eyes – Title
– Deliver the body of the presentation
Guidelines for improved listening – Threatening look – Terms of reference / objectives
– Summarise the main point
• Don’t fake understanding • Speed of head movement – Table of contents
– Conclude the presentation.
• Don’t tell speaker you know how he feels – Indicates degree of anger – List of charts, diagrams and illustrations

Listening • Vary your responses

• Focus on feelings
Eye Movement
• A Person is lying if
– Preface
– Acknowledgement
– Abstract or Summary.
5-Step Listening Model • Choose the accurate feeling word – Strong stare
Receiving - Information in received by the listener • Develop vocal empathy – High blink rate • Body of the report
through the auditory senses. • Strive for concreteness / relevance • A Person is bored if – Introduction
Decoding - The brains receives the auditory signals • Provide non-dogmatic but firm responses – Eyes are darting around – Investigation and outcome
and decrypts the message to understand its • Reflect the speaker’s resources • You build rapport if – Conclusions & recommendations
meaning. • Reflect the feelings implicit in the question – You shake hands with strong eye contact • Appendices
Remembering – information associated with the • Accept that interactions may be inconclusive – Eye contact for 60-70% of the time. – End Notes
auditory and visual message is stored as a memory • Reflect during brief interactions. – Bibliography
in the brain. Six Problems – Supplementary facts / figures
Evaluating – Listener’s brain interprets the 1. Words – Index
information and formulates a proper message. 2. Speaker Code Executive Summary
Responding - Listener emits the message. 3. Beat around the bush Executive Summary is a term used in business for a
Types of Listening 4. Speaker unaware of emotions short document that summarizes a longer report.
• Content Listening 5. Listener easily distracted The purpose of the executive summary of the
– Understand 6. Filters distort what listener hears business plan is to provide your readers with an
– Retain message overview of the business plan.
• Critical Listening Confident Body Language Think of it as an introduction to your business.
– Logic of arguments
– Strength of the evidence
Non-Verbal • Good Posture
– When a person stands straight the ‘center’ is open
Therefore, your business plan’s executive summary
will include summaries of:
– Validity of conclusion
– Implication of message
– Speaker’s intentions and motives.
Communication to everyone, communicating confidence and
transparency
– Erect Stance with hands side by side
1. a description of your company, including your
products and/or services
Interpersonal process of sending and receiving 2. your mission statement
• Empathic Listening – Legs straight but not rigid 3. your business’s management
information, intentionally and unintentionally without
– Understand feelings – Shoulders would be rolled back 4. the market and your customer
using written or spoken language.
– Needs and wants – Breathing would be even
• Completes the verbal language 5. marketing and sales
– Appreciate point of view. – Weight would be just forward of ‘center’
– Strengthens the verbal message 6. your competition
• Active Listening – Head hold high. 7. your business’s operations
– Weakens the verbal message
– Turn off filters • Stand Tall with back straight – Self Confident
– Replaces the word 8. financial projections and plans
– Suppress biases. • Curved back lower gaze – inferiority feeling
• Reveals the truth The executive summary will end with a summary
Barriers to Listening
• Efficient information conveyance. • Lean towards someone during conversation – statement, a “last kick at the can” sentence or two
• Selective listening interest on the person designed to persuade the readers of your business
Verbal 7%
– Mould messages to fit own conceptual frameworks • Lean away from someone during conversation – plan that your business is a winner.
Tone of Voice 38%
– Make up their minds before hearing the message disinterest or uninvolvement.
Visual 55%
– Engage in defensive listening
– Protect self-esteem by tuning out
Non-Verbal Signs
• Facial Expression
• Relaxed Posture – favorable attitude.
• Brisk, erect walk – Confidence.
Business Meetings
– Misinterpretation speaker’s message. • Standing with hands on hips - Readiness, Business Meeting Etiquette
• Gesture
• Prejudice Against the speaker aggression • Stand up when you meet someone
• Posture
• Thinking Speed • Sitting with legs crossed, foot kicking slightly - • Smile make eye contact
• Vocal characteristics
• Premature Evaluation Boredom • Introduced yourself immediately
• Personal appearance
• Semantic Stereotype • Sitting, legs apart - Open, relaxed • Include a statement about who you are when
• Touch
• Delivery • Arms crossed on chest - Defensiveness necessary
• Time
Overcome Listening Barriers • Walking with hands in pockets, shoulders • Offer a firm handshake
• Space.
• Listen actively hunched - Dejection • Learn how to make smooth introductions
4 Seconds to Impress
• Take notes • Hand to cheek - Evaluation, thinking • Know who the more important person is
• Study yourself in a mirror to see what impression
• Make frequent eye contact • Touching, slightly rubbing nose - Rejection, • Pay attention to names when you meet people.
you make
• Focus on speaker and content doubt, lying. • Use first names of people whom you have just met
• Do not wear thing that may distract the audience.
• Paraphrase key points • Rubbing the eye - Doubt, disbelief • Hands clasped only after they give you permission.
• Keep your hands out of your pockets during the
• Give speaker non-verbal cues behind back - Anger, frustration, apprehension • • Business meeting etiquette
presentation.
• Don’t interrupt with questions/arguments Locked ankles - Apprehension • Head resting in • Be punctual. If you are late, apologise briefly but
• Wear comfortable and good quality shoes and
• Overlook stylistic differences hand, eyes downcast – Boredom. sincerely and immediately give total attention to the
clothes.
• Focus on message. • Rubbing hands – Anticipation. meeting. Those who wish to leave early should ask
• Avoid high fashion – unless you work in the fashion
• Be Prepared • Sitting with hands clasped behind head, legs their seniors' permission beforehand. Leave quietly,
Business.
• Accent the positive crossed - Confidence, superiority. with an 'excuse me' and catch the eye of the person
• Avoid Power dressing, tight clothes, new clothes,
• Listen to understand, not refute • Open palm - Sincerity, openness, innocence. who is talking at that point.
jewelry that jangles, strong perfumes or after shave.
• Focus your attention • Pinching bridge of nose, eyes closed - Negative • Dress well - it gives a good impression.
Face
• Concentrate on context evaluation. • Always remember to switch off your mobile phone.
• Eye Contact
• Take notes • Tapping or drumming fingers - Impatience • If there is an established seating pattern, accept it.
• Too little – Nervous
• Curb the impulse to interrupt • Steepling fingers - Authoritative If you are unsure, ask.
• Too much - Aggressive
• Summarize and, evaluate. • Patting/fondling hair - Lack of self-confidence; • Do your homework; get all your facts and figures
• Smile with eyes
Purpose for Listening insecurity. in order. Go prepared
• Facial expression
– To gain new information and ideas • Tilted head – Interest.
• Smiling
– To question & test evidence and assumption • Stroking chin - Trying to make a decision
• Frowning.
• Acknowledge any introductions or opening • Address international correspondence properly
remarks with a brief recognition of the chair and • Cite numbers and date carefully
other participants. • Avoid slang and jargon
• When discussions are underway it is a good • Avoid humor and jokes.
business etiquette to allow more senior figures to Overcoming Ethnocentrism & Stereotyping
contribute first. • Avoid Assumptions
• Never interrupt anyone – even if you disagree • Avoid Judgments
strongly. Note what has been said and return to it • Acknowledge Distinctions
later with the chair’s permission. • Treat people the way they expect to be treated
• When speaking, be brief and ensure that what you
say is relevant.
• It is a serious breach of business etiquette to
divulge what has been discussed at any meeting
with a third party-consider it confidential.
• Thanking the person who organized the meeting is
not only good etiquette; it is also a sign of respect.

The Business Card

• Should not have frivolous statement on them
• Business card should ideally be exchanged soon
after meeting / being introduced
• The person in the subordinate position offers his
card first
• Present your card with types side up
• Don’t thrust your card on a senior executive until
asked.
• Make eye contact when handing over the cards
• When with large group, don’t hand your cards out
to everyone.
• If cards are soiled, damaged or out of date, get rid
of them.
• It is rude to write something on someone else’s
card in their presence. Pen any reference required
when you are opt of sight.
• Business cards should not surface during a meal.

Cross Cultural
Communication
Culture is a shared system of
• Beliefs
• Symbols
• Attitudes
• Values
• Expectations
• Norms for Behavior.
Intercultural Communication
• Opens up business opportunities around the world
• Improves the contribution of employees in a
diverse workforce.
Advantages of a diverse Workforce
• A broader range of views and ideas
• A better understanding of diverse, fragmented
markets.
• A broader pool of talent from which to recruit.
Challenges of Intercultural Communication
Culture influences:
• Language
– Your audience across the globe speak a variety of
native languages (more than 6,900 languages)
• Nonverbal Signals
• Word Meaning
• Time and Space issue
• Rules of human relationships.
In Low-Context Cultures
• Executive offices are separated with controlled
access.
• Workers rely on detailed background information.
• Information is highly centralized and controlled.
• Objective data are valued over subjective
relationships
• Business and social relationships are discrete.
• Competence is valued as much as position and
status
• Meetings have fixed agendas and plenty of
advance notice.
In High-Context Cultures
• Executive offices are shared and open to all.
• Workers do not expect or want detailed
information.
• Information is shred with everyone.
• Subjective relationships are valued over objective
data.
• Business and Social Relationships overlap.
• position and status are valued as much over
competence.
• Meetings are often called on short notice, and
people always accept.

Recommendations
• Use simple clear language
• Be brief
• Use transitional elements