EFFECTIVE COMMUNICATION

EFFECTIVE COMMUNICATION
Imran Shaikh
2017
 TABLE OF CONTENTS
 Course Introduction…………………………………..….…………………….Page- 3
 Course Objectives…………………..……………….…………………….………Page- 4
 Basic Communication Skills
Communication Process……………………………………………………………….…Page- 6
How to Introduce yourself…………………………………………………………………..Page-7-12

TABLE OF CONTENTS
Effective communication…………………………………………………….…………..Page- 7 to 9
Open & Closed Ended Questions……………………………………………..................Page- 10
Paraphrasing & Summarizing…………………………………………………….……Page- 11
Indianism……………………………………………………………………………………………Page- 12 to 13
Indianism vs. Correct usage…………………………………………………………………Page- 14
Common Grammar Mistakes……………………………………………………………….. Page-15 to 18

 Pronunciation
Most commonly mispronounced words.……….......………………….….…………..Page- 19 to 21
Speech Therapy……………………………………………..………………………..………….Page-22

 Active Listening
Hearing vs. Listening………………………………………………………………………Page- 23to 26
Roadblocks to Effective Listening……………………………………………………..Page-27

 Non-verbal communication
Body Language………………………………………………………………………...…………Page-28 to 30
 COURSE INTRODUCTION

This course is designed to enhance your communication and interpersonal skills, which will help you sound
more polished and professional.

It aims to develop your ability to use English accurately and appropriately in academic, professional and
social contexts. This course focuses specifically on the development of spoken and written skills in
English - proficiencies that learners at this level require in order to enhance their employment opportunities.

COURSE INTRODUCTION
Basic communication skills are required for nearly every job or relationship you pursue. What if you don't
have time to take a writing course, or you are just too shy to speak up in meetings? That is OK. There are
small steps that each of us can take with a little time, and little or no money.
 Things to STOP Doing When Learning English!

STOP translating!

STOP
Being
nervous!
 COURSE OBJECTIVES

 Understand Communication Dynamics

 Identify personal obstacles to effective interpersonal communication

COURSE OBJECTIVES
 Improve the effectiveness of your communication

 Improved Interactions in personal & business life and sound more confident

 Develop Effective Listening and Responding Skills

 Eliminate the roadblocks that undermine your ability to communicate effectively

 Understand and Improve Body Language

 Foster cross-cultural understanding in your workplace

 BASIC COMMUNICATION SKILLS

“Take advantage of every opportunity to practice your communication skills so that

When important occasions arise, you will have the gift, the style, the sharpness, the clarity,

COURSE OBJECTIVES
and the emotions to affect other people.”
Jim Rohn quotes (American Speaker and Author)
 PROCESS OF COMMUNICATION

COMMUNICATION IS A TWO-WAY PROCESS

As speakers, we sometimes focus exclusively on the information that we want to relay. But your listener
or reader may understand your message, understand only a portion of your message, or miss your point
entirely—even though you transmitted the information accurately by your standard.

BASIC COMMUNICATION SKILLS

It is not enough merely to deliver a message. The message must be received for communication to be successful.

The steps involved in the send–receive model of communication are shown below.

The sender sends a message.

 The receiver gets the message and personalizes it.

 The receiver, in turn, sends feedback and thus becomes a sender.

 The original sender now becomes a receiver and reacts to the feedback.

Generally, a new communication sequence is then initiated.

In the send–receive model, receiving or listening is as critical as sending the message because, without listening,
it is impossible to personalize and respond to the message.
 ABOUT YOURSELF

TELL ME ABOUT YOURSELF

Meeting someone for the first time is important. This first meeting can be especially difficult in a foreign
language with a different culture.

Today we will learn, how to introduce yourself in English

BASIC COMMUNICATION SKILLS

It is important to realize that there are basically two types of situations.

 Formal Interactions

 Informal Interactions

Formal interactions require a less relaxed behaviour following customs and procedure.

1. Meeting with a government official

2. Talking to your boss at work
3. Speaking with someone older than you (especially if you are a child talking to an adult)
4. Meeting someone famous or that you admire

In formal interactions, it is best to offer a handshake to the other individual.

Once they offer their hand as well make sure you give a firm handshake.
Your hand should be firm and you should apply a slight pressure to their hand when shaking hands.
Eye contact is very important and should be maintained during this time.
 ABOUT YOURSELF
TELL ME ABOUT YOURSELF
Once physical contact has been made a verbal greeting is appropriate. There are many different
ways to give a greeting and introduce yourself for formal settings.

The one that I prefer is the following:

BASIC COMMUNICATION SKILLS

 My name is Brian. How do you do?

Here are some other ways of greeting and introducing yourself:

 Hello. I am Brian.
 Hello. My name is Brian.
 Good (morning, afternoon or evening), my name is Brian.

Usually, other people will respond and give you their name as well.

If they don’t give their name, then you should ask them.

Here are some different ways of asking others for their name in a formal setting:

 What is your name?

 You are…?
 I didn’t catch your name.
 What was your name again?
 May I have your name??

Then I would tell them: "No, it's my name and I want to keep it!"
 INTRODUCING YOURSELF

In informal settings, we can be more relaxed. These are interactions that are more casual.

Here are examples of situations that are informal:

Birthday party events

Meeting acquaintances of friends
Talking to someone much younger than you

BASIC COMMUNICATION SKILLS

A handshake is always appropriate, but you might need to adapt to what the other person insists on doing.
For example, they might want to hug or bump fists.
Be sure to smile during this interaction.
Don’t make it look like it is your first time on Earth.

There are many different ways to give a greeting and introduce yourself for informal
settings.

The one that I prefer is the following:

 Hi! My name is Brian.

Here are some other ways of greeting and introducing yourself:

 Hey. I am Brian.
 Hey there. I’m Brian
 What’s up. My name is Brian.
 INTRODUCING YOURSELF
Generally, other people will respond and give your their name as well. Once again, if they
don’t give their name, then you should ask them.

Here are some informal ways of asking for their name:

 What’s yours?
 Yours?

BASIC COMMUNICATION SKILLS

 And you?
After anyone gives you their name for the first time, you should say it back to them as a courtesy.

This should be done regardless if the setting is formal or informal. In repeating back their name, you are
less likely to forget it later.

The way to say their name back to them could be one of the following:

The one that I prefer is the following:

 It is nice to meet you Mary.

 Nice to meet you Mary.
 Well, Mary, welcome (this works if you are hosting the event).
 It is a pleasure meeting you Mary.

From this point, the conversation is up to you. You can ask questions about how they know your friend
or someone might mention something about their work. You could ask a question about that.
The scenarios are endless.
 INTRODUCING YOURSELF

When a conversation happens it would look like this:

A: Hello.
B: Hi.

BASIC COMMUNICATION SKILLS

A: Are you enjoying the class?
B: Yes, I am.

A: I am Sam, what is your name?

B: My name is Alice.

A: Alice, where are you from?

B: I am from Brazil, and you?

A: I am from the India. How long have you been in the country?
B: I have been here for one month.

A: Are you here on business or for fun?

B: Neither one, I am here just to take this course.

A: We have fifteen minutes for the break. Do you want to go get some coffee?
B: Sure, that’s sounds great!
 INTRODUCING YOURSELF

However, if someone asks you to introduce yourself in a meeting situation, then the response is a little more
complicated.

Usually, what they are waiting for is five to six sentences for other people in the room to acquire facts about
you so that they have an idea about who you are and your personality.

BASIC COMMUNICATION SKILLS

For example, you could give your name, your age, your occupation, where you are from and something that
you like.

I would say:

My name is Imran Shaikh. I am thirty-five years old. I am an English teacher and blog writer. I am from Pune
City and I love to travel and I am passionate about reading books.

You could ask a question about that. The scenarios are endless
EFFECTIVE COMMUNICATION

It is easy to take communication for granted because it is a daily activity. How much thought have you
given to communication?

Communication is the process of sending and receiving messages, either verbally or non-verbally, between
people. As this is a continuous process, it will affect the relationships that exist between people who are
communicating with each other.

BASIC COMMUNICATION SKILLS

Communication Facts:

 The average worker spends 50 percent of his or her time communicating.

 Business success is 85 percent dependent on effective communication and interpersonal skills.

 Forty-five percent of time spent communicating is listening.

 Writing represents nine percent of communication time.

 One-fourth of all workplace mistakes are the result of poor communication.

 A remarkable 75 percent of communication is nonverbal.

COMMON MISTAKES TO AVOID

 Speaking without enthusiasm

Outcome:
1. You will sound robotic in your speech.

BASIC COMMUNICATION SKILLS

2. Your audience will loose interest in you.
3. You would sound boring and unreliable to your audience.

 Not listening carefully

Outcome:
1. You fail to build rapport with co-workers, bosses, and clients.
2. You certainly won’t be able to answer questions.
3. You will not understand assignments and what is expected of you.
4. You are not showing respect to the speaker.

 Failure to share opinions

Outcome:
1. You’re making it more difficult for people to get to know you.
2. You will fail to engage and involve people in your conversation.
COMMON MISTAKES TO AVOID

 Fear you will bore people to death

Outcome:

BASIC COMMUNICATION SKILLS

1. This negative thought will affect the way you communicate.
2. It is going to make you nervous and tense.
3. It can even make your mind go blank, because you’re trying to second guess you’re self.

 Fast Rate of Speech

Outcome:
1. You are perceived as nervous and less confident.
2. You appear unorganized and poorly prepared.
3. It is difficult to arrange your thoughts and ideas while speaking.
 TYPES OF QUESTIONS

CLOSED-ENDED QUESTIONS
Closed-Ended Questions: Questions that a person can easily answer with a “Yes,” “No,” or one-
or two-word responses.

 “Are you going to have the test done?”

BASIC COMMUNICATION SKILLS

 “Did you drink before you got into the car?”
 “Do you drink often?”
 “Do you exercise?”
 “Do you like your job?”

OPEN-ENDED QUESTIONS
Open-Ended Questions: Questions that a person cannot easily answer with “Yes,”, “No,” or one-
or two-word responses.

 “Tell me about your family while you were growing up?

 “Why is that important to you?”
 “Did you have a good relationship with your parents?
 “What did you do when she said that?”
 “What are your reasons for saying that?”
SUMMARIZING & PARAPHRASHING SKILLS

Summarizing and paraphrasing are skills that require listeners to reprocess information and
express it in their own words. These skills enhance your comprehension because they require active
reading and listening.

Sometimes there is so much information that people get lost in the details; a summary enables
them to see the greater picture. A summary is always shorter than the original material.

BASIC COMMUNICATION SKILLS

A paraphrase is also written in the your own words, but it is a restatement of the original information
and is therefore as long (or longer) than the original material.
Business people want to know the “bottom line,” doctors must summarize a condition and course of
treatment, attorneys can win cases with good summaries, and newscasters summarize the day’s events. We
appreciate the friend who gives us a good summary of the movie we are thinking of seeing.

 “If I understand you correctly...”

 “So you’re saying that…”

 “So you think that...”

 “Do you exercise?”
 “Sounds like you’re saying that…”
FORMAL AND INFORMAL EMAIL PHRASES

If you use improper or incorrect language and continuously make mistakes in your e-mail, not only might
you fail to make yourself understood, you might also fail to make a good impression on the reader.

GREETINGS

Formal

BASIC COMMUNICATION SKILLS

 Dear Sir/ Madam,
 Dear Sir or Madam
 To whom it may concern:
 Dear Mr/ Ms Sharma,
 Dear Dr Sharma,

(note: First names are NOT used. Using Miss or Mrs to address a woman is not appropriate, as you
don’t know whether she’s married or not)

Informal

 Hi Dennis,
 Hello Claire,
 Dear Mum
(note: salutations are followed by a (,) comma, exception: ’To whom it may concern:’)
REASON FOR WRITING / REPLYING

Formal

 I am writing to make a reservation/ to apply for the position of…/ to confirm my booking/ to ask for
further information about …
 I am writing with regard to the sale of …/ to the complaint you made on 29th February
 Thank you for your e-mail of 29th February regarding the sale of… / concerning the conference in Delhi.

BASIC COMMUNICATION SKILLS

 With reference to our telephone conversation on Friday, I would like to let you know that…

Semi-formal / Informal

 Just a quick note to invite you to…/ to tell you that…

 This is to invite you to join us for...
 I wanted to let you know that / tell you about / ask you if…
 Thanks for your e-mail, it was wonderful/great to hear from you
OFFERING HELP / GIVING INFORMATION

Formal

 We are happy to let you know that your article has been selected for publication.
 I am glad to inform you that we will be holding our annual conference in Brussels on 20 September
2014.
 We regret to inform you that the show has been cancelled due to bad weather conditions.
 We are willing to arrange another meeting with the CEO.

BASIC COMMUNICATION SKILLS

 We would be glad to send you another statement if necessary.
 Please do let me know if I can be of further assistance.
 Should you need any further information/assistance, please do not hesitate to contact us.

Informal

 I’m sorry, but I can’t make it tomorrow. (= I can’t come tomorrow.)

 I’m happy to tell you that John and I are getting married next month.
 Would you like me to come early and help you clear up the place?
 How about I come and help you out?
 Do you need a hand with moving the furniture?
COMPLAINING

Formal

 We regret to inform you that your payment is considerably overdue.

 I am writing to express my dissatisfaction with… / to complain about…
 I would like to receive a full refund and compensation for the damages.

BASIC COMMUNICATION SKILLS

 I regret to say that I was not completely satisfied with the room you provided us.
 I am interested to hear how your company can compensate us for the distress we suffered.

Informal

 I’m sorry to say that you’re late with the payments.

 I hope you won’t mind me saying that the place you’d recommended to us wasn’t as nice as we’d
expected.
APOLOGIZING

Formal

 We would like to apologize for any inconvenience caused.

 Please accept our apologies for the delay.
 Please let us know what we can do to compensate you for the damages caused.
We will make sure that this will not happen again in the future.

BASIC COMMUNICATION SKILLS


 I am afraid I will not be able to attend the conference.

Informal

 I’m sorry for the trouble I caused.

 I apologize for the delay.
 I promise it won’t happen again
 I’m sorry, but I can’t make it to the meeting.
ATTACHING FILES
Formal
 I am attaching my CV for your consideration.
 I am sending you the brochure as an attachment.
 Please see the statement attached.
 Please find attached the file you requested.
 I am afraid I cannot open the file you have sent me.

BASIC COMMUNICATION SKILLS

 Could you send it again in … format?

Informal
 I’m attaching/sending you the holiday photos.
 Sorry, but I can’t open it. Can you send it again in … format?

ENDING
Formal
 I look forward to hearing from you.
 I look forward to hearing when you are planning to visit our town.

Informal

 Hope to hear from you soon.

 I’m looking forward to seeing you.
 SAYING THANK YOU

We will look at the various ways of saying ‘thanks’, and how they would differ in a number of situations.
Whether you need to say it formally or informally. To a friend or to a colleague. For a gift or for someone’s
help. There’s a whole variety of phrases you can use!

It’s not just about expressing verbal gratitude, but also about using the right body language and selecting
the right words!

BASIC COMMUNICATION SKILLS

Have a look at the various options below, and pick the right one for the occasion…

Basic Phrases Accepting Thanks

Thank You! That’s all right!

Thanks! You’re welcome!
Thanks a Lot! Don’t mention it!
Thank you very much! Not at all!
That’s very kind of you! It’s nothing!
Your so helpful! My pleasure!
Thank you for your kind words! The pleasure is all mine!
Thank you for coming here today! It wasn’t a problem at all!
 HOW TO THANK!

Written, formal

Many thanks for your email.

BASIC COMMUNICATION SKILLS

I was so pleased to hear from you.
I greatly appreciate your words.
I am very thankful that you are considering my problem.
Thank you for your consideration.
Your so helpful!
Thank you for your kind words! Very polite, formal
Thank you for coming here today!
I have learnt so much, thanks to you.
How kind you are to help me.
Thank you for spending time with me.
Many thanks for your assistance in our project.
Thank you for joining us today.
Thank you for the gift, we’re very grateful.
I cannot thank you enough for the wonderful gift.
Thank you for inviting me to share your special day.
Thank you for providing the requested information.
Thank you once again for everything you’ve done.
Thank you for your attention to this matter.
 HOW TO SAY BYE!
Different Ways to Say BYE BYE!

GOOD BYE! SEE YA! LATER!

SEE YOU LATER HAVE A GOOD DAY TALK TO YOU LATER

BASIC COMMUNICATION SKILLS

SO LONG! TAKE CARE SO LONG!

HAVE A GOOD ONE CATCH YOU LATER! PEACE OUT!

TAKE IT EASY! IN A BIT BYE FOR NOW!

TA TA SEE YA! GOD BLESS YOU

GO IN PEACE UNTIL NEXT TIME! I’M OFF!

I’M OUT OF HERE! SEE YA! LATERS!

 FAMILY RELATIONSHIPS
Table of family relationships in English!

MALE FEMALE RELATIONSHIP

Father Mother Parent

BASIC COMMUNICATION SKILLS

Son Daughter Child

Husband Wife Spouse

Brother Sister Sibling

Grandfather Grandmother Grandparents

Grandson Granddaughter Grandchild

Uncle Aunt Parent's Sibling

Nephew Niece Sibling's Child

Cousin Cousin Aunt's/Uncle's child

 INDIANISM

Once the British left India, Anglo-Indian died a natural death. In its place came a chutnified Indian English that
mixes American and British versions of the language.
A word or phrase characteristic of English as spoken in India. These are Grammatically insane phrases found in
common Indian English.
I present you the compilation of greatest hits of the most hilarious Indianisms. And here they are the most common
ones, and my favorites among them, and today we will learn how to fix them.

BASIC COMMUNICATION SKILLS

What is your good name?
 What is your name?
 It comes from the Hindi word, "Shubh Naam“ which is not correct.

Myself, Imran Shaikh

 My name is Imran Shaikh
 Using myself in place of I is mistakenly thought of as formal, though it is grammatically incorrect.

'Passing out'
 You do not "pass out" from that institution.
 To "pass out" refers to losing consciousness, like after you get too drunk, though I’m not sure how we
managed to connect graduating and intoxication.
 INDIANISM

'Years back'
 If it happened in the past, it happened years ago, not "years back."
 Given how common this phrase is, I’m guessing the first person who switched "ago" for "back" probably
did it years back. See what I mean?

'Doing the needful'

BASIC COMMUNICATION SKILLS

 Try to avoid using the phrase "do the needful." It went out of style decades ago, about the time the British left.
 This is a remnant of early-to-mid-20th Century British English that has died out in the native speakers but
Lives on in this and a couple of other colonies.

'Discuss about'
 The word "discuss" means to "talk about". There is no reason to insert the word "about" after "discuss."
'Order for'
 "Hey, let’s order a pizza."
 When you order something, you "order" it, you do not "order for" it.
'Kindly revert back'
 Revert means "to return to a former state."
 One common mistake we make is using the word revert to mean reply or respond.
 INDIANISM vs. CORRECT USAGE

INDIAN USAGE CORRECT USAGE

Hit OK Press the OK
I’m not getting you I’m sorry I did not understand that
I can’t get you I’m sorry I couldn’t hear you
Same Yes, that’s correct
Just wait Just a moment please

BASIC COMMUNICATION SKILLS

Repeat it once again Could you repeat that
What all we have What we have
Regarding? What is it about?
Where do you put up? Where do you live?
At weekends On the weekends
Tick mark the box Check or ‘x’ in the box
Second name Last name
We people Our company, we
No problems I’ll be happy to do that for you
Dollar five Five dollars
I am Imran Shaikh this side My name is Imran Shaikh
You’ll get it today itself You’ll get it by the end of the day
I’ll just come I’ll be with you in a minute
I’m understanding I understand
I am knowing I know
I will revert back on this I will revert on this
I can make out I can understand
 COMMON GRAMAR MISTAKES
Some grammar mistakes are surprisingly frequent even among educated native speakers of
English. When it comes to written English, a lot of these mistakes involve words or phrases that
sound the same but are spelled differently.
One of the most notorious of these grammatical mistakes is when people write the wrong form of
its/it’s. That’s what I will try to help you with today.

BASIC COMMUNICATION SKILLS

Its vs. It's

Its/it’s has two forms. One form has an apostrophe, spelled I-T-apostrophe-S, and is a contraction
of it is or it has.

For example:
 It’s time for grammar.
This means - it is time for grammar.

 It’s been a long time.

This means - It has been a long time.
 COMMON GRAMAR MISTAKES

Lose vs. Loose

The words loose and lose are mixed up in writing; for some reason, many people write loose when
they really mean lose. But there's no reason to lose your mind worrying about this, just lose the
extra o!

BASIC COMMUNICATION SKILLS

For example:
 A lot of people will lose their job if there is a recession.
This means - Loose is an adjective. If something isn't fixed properly or it doesn't fit, because it's too
large, it's loose.
 Don't lose your keys.
This means - Lose is a verb that means to suffer the loss of, to miss, fail to find; fail to get or win

For example:

 Your book is on the table.

Your is a possessive adjective. It describes a noun by telling us to whom it belongs, as in, "I love your
new dress!" (The dress belongs to you.) Other possessive adjectives are: my, his, her, their, and our.
 When you're my age, you'll understand.
This means - You're is actually a short form of "you are," as in "You're cute.
 COMMON GRAMAR MISTAKES

They're vs. There vs. Their

For example:
 They're going to be late.
This means – “They're” is the contraction of "they are" and is often followed by the present

BASIC COMMUNICATION SKILLS

participle (verb form ending in -ing).

 Their library is located on the next street.

This means - "Their" means “belonging to them” is the possessive pronoun.

The word there is similar to the word 'here' in that it represents a place. It has two main uses: It is
a specified place (like in the first example below) and an unspecified place (like in the second
example). Also, like in the second and third examples, the word 'there' can be used to show that
something exists.

The Germans are over there. (specified place)

There are two apples. (unspecified place - two apples exist)
There are two apples left in the fruit bowl. (two apples exist; place specified later in the sentence)
 COMMON GRAMAR MISTAKES

Then vs. Than

The word “than” introduces a comparison. It is most often seen with comparatives and words like
more, less and fewer.

BASIC COMMUNICATION SKILLS

For example:

 Craig is smarter than Paul. ('Smarter' is a comparative.)

 Money is better than poverty, if only for financial reasons. (‘Better' is a comparative.)
India is even more spacious than Canada. ('More spacious' is a comparative.)

The word “then” usually relates to time. It is most commonly used as an adverb.

For example:

Go to the traffic lights, then turn right. (Subsequently or afterwards.)

If that's how you feel, let it go then. (As a consequence or in that case.)
She used to holiday in Ceylon as it was then known. (At that time or that time.)
 PRONUNCIATION SKILLS

English is generally considered an un-scientific language (how we write is not how we speak it).

Many people learning English language often do not pay any attention to their pronunciation. Even worse, some of
them underestimate it. They think that pronunciation is less important than grammar and vocabulary. In fact, in my
opinion pronunciation is extremely important.

Many cases of misunderstanding in communication are caused by the mispronouncing of words or the improper

PRONUNCIATION SKILLS
intonation. Let’s take a few examples: if someone pronounces the words fog and fox, sea and she, sick and six with
relatively no differences, in some cases can lead to a misunderstanding.

Well you don’t have to speak English like the natives speaker, its fine to have a different accent. But what is
important is that you are able to speak clearly and that you don’t prevent other people from understanding what
you’re trying to say.

Based on the preview I stated, it has been obvious why pronunciation is important. In addition, good pronunciation
can also give a plus value to those who master it. You still don’t believe? What do you think which makes people get
amazed of your English language when they hear you speaking in English?; your grammar, vocabulary or
pronunciation?
The answer is the quality of the pronunciation. What makes people interested in one’s English is firstly his/her
pronunciation definitely! Good grammar and wide vocabulary are usually secondarily observed. Moreover, good
pronunciation skill can give you more self-confidence when you speak in front of many people.
So, it has become more and more obvious that pronunciation can not be underestimated. It must become one’s
priority while he/she is learning English.
At least, the learners of English should give the same proportion of time and attention to pronunciation as they do
to grammar and vocabulary.
 PRONUNCIATION SKILLS

Most commonly mispronounced words in India.

It is an undeniable fact that we Indians have acquired a not-so-bad command of English language but the
mispronunciation of certain words is very common among a good majority of English speakers in India.
Here are a few examples I frequently notice:

PRONUNCIATION SKILLS
WORD PHONETICS WORD PHONETICS
24/7 DETERMINE Di'turmin
ACCESSORY Ak'sesuree DEVELOPMENT Di'velupmunt
AFFIDAVIT fi'deyvit ECONOMY I'ko'numee
APOLOGIZE U'polu'jIz EDUCATION Eju'keysh(u)n
AUTOMOBILE Otumu'beel EMERGENCY I'murjunsee
BIRTHDAY Burth'dey ENGINEER Enju'nir
BREAKFAST Brekfust EXECUTIVE Ig'zekyutiv
COMFORTABLE K'umftubul FATIGUE Fu'teeg
COUPON Koop'on FEBRUARY Febroo'eree
CUISINE Kwi'zeen FIANCE Fee'on'sey
 PRONUNCIATION SKILLS

Mispronounced words (Cont…)

WORD PHONETICS WORD PHONETICS

PRONUNCIATION SKILLS
GARAGE Gu'raazh PROCESS Prowses
JEWELRY Joo (u)lree PROJECT Projekt
KARAOKE Keree'owkee PRONUNCIATION Pru'nunsee'eyshun
Le MERIDIAN Luh ma’ree’dian RENDEZVOUS Rondi'voo
MENU Menyoo RESTAURANT Rrest(u)ront
MONOTONOUS Mu'not(u)nus SALAD Salud
MOUSTACHE Mu'staash SCHEDULE Shej’uel
OPPORTUNITY Opa'chu'niti SUITE Sweet
PHOTOGRAPHY Fu'togrufee VOCABULARY Vow'kabyu'leree
POTATO Pu'teytow WEDNESDAY Wenzdey
 PRONUNCIATION SKILLS

Speech Therapy

Tongue Twisters it is a phrase or sentence which is hard to speak fast, usually because of a sequence of
nearly similar sounds. It helps develop speech skills & helps in speech therapy.

She sells sea-shells on the sea-shore.
The shells she sells are sea-shells, I'm sure.
For if she sells sea-shells on the sea-shore
Then I'm sure she sells sea-shore shells.
PRONUNCIATION SKILLS
Peter Piper picked a peck of pickled peppers.
A peck of pickled peppers Peter Piper picked,
If Peter Piper picked a peck of pickled peppers.
How many pickled peppers did Peter Piper pick?

Billy Button bought a buttered biscuit,

did Billy Button buy a buttered biscuit?
If Billy Button bought a buttered biscuit,
Where's the buttered biscuit Billy Button bought?

If you understand, say "understand".

If you don't understand, say "don't understand".
But if you understand and say "don't understand".
How do I understand that you understand? Understand!

If you notice this notice, you will notice that this notice is not worth noticing.
ACTIVE LISTENING

ACTIVE LISTENING
 ACTIVE LISTENING
HEARING VS. LISTENING
Hearing is the special sense by which noises and tones are received as stimuli. Hearing is a sensory experience
that gathers sound waves indiscriminately. We can hear something without choosing to listen.

Listening is a voluntary activity. Listening includes more than just sound being received by the ear and transmitted
to the brain. Listening includes interpreting or processing that sound. Active listening involves listening with
empathy.

ACTIVE LISTENING
ACTIVE LISTENING
ARE YOU A GOOD LISTENER?

Here’s a difficult questions, but I want you to be honest with your selves and answer the question.
Are you a good listener? Why is it important to be a good listener?

Well I’d like to first deal with the possible outcome for poor listening skills.

1. You could miss important information that will negatively affect the outcome of the work you do .
Example: - Car salesman - Mini-van vs. sports car
Outcome: - Lose the sale.

2. You could misunderstand the particulars regarding tasks that have been assigned to you at job.
Example: - Meeting with project manager
Outcome: - Appear unprepared to your boss and team mates.
 ACTIVE LISTENING

There are no shortcuts to becoming a great listener and the price tag for poor listening is high. Listening well can
Cut down on misunderstandings, damaged relationships, missed opportunity and disagreements while building
strong alliances, increasing knowledge and delivering better results faster.

Everyone can learn the art of active listening. The key to active listening is active attention - listen with your
whole body using verbal and non-verbal skills like facing the person and maintaining eye contact. Try to be
comfortable and avoid interrupting the speaker.

ACTIVE LISTENING
Many people think that listening is something they do to fill in the time when they are not speaking. Actually
this is not only wrong, it actually also devalues the person that they are talking to, because by not listening to
them you are really showing very little interest in what they have to say. And therefore the relationship will
suffer as a result.

Take the word listen and just use it as a quick reminder of some of the key skills of active listening.

L LOOK
I INQUIRE
S SUMMARISE
T TAKE NOTES
E ENCOURAGE
N NEUTRALISE
 ACTIVE LISTENING

LOOK: - Look at the person as they are speaking to you; engage them with good an eye contact.
INQUIRE: - Ask good open probing questions i.e. what, which, who, why, when and how, to really
Show interest in the person and what they are saying ask them open up and tell you more.

SUMMARISE: - Frequently summarize your understanding of what the other person is saying, use words

ACTIVE LISTENING
like, “Let me just summarize what I’ve understood that you’ve been saying,” or “so what you are saying is,” and
use a paraphrase to confirm to the other person, you’ve been trying to hear them and listen to them accurately.

TAKE NOTES: - Take notes either jotting down one or two key words, or using pattern of technique
to build up a mind map of what the other person is expressing.

ENCOURAGE: - In other words, smile, nod and use signs to encourage them to say more. Even little
expression like, “Uh huh”, “hmm” or “OK” are helpful ways to encourage the other person to open up and
say more.

NEUTRALISE: - Neutralize your feelings, stay focused avoid bias. The person may not be very good at
delivery, but think about the content they are putting across to you. It may be absolutely valid and have a lot of
interesting points. So try and avoid writing people off, just because perhaps they have a slow or monotonous voice
and they are not very good at expressing themselves.

By effectively listening to people you’ll not only value them and built relationships with them, but you’ll also seek
greater understanding of what they have to say and you will learn invaluable points in the process.
So it’s not only for their benefit it’s most certainly for yours.
 ACTIVE LISTENING

Active listening has several benefits:

 It saves time because you cut through people’s defenses and get more information without
having to repeat the same conversation over and over.
 It helps you assess the situation accurately.

ACTIVE LISTENING
 It helps the speaker clarify what they are saying and makes them feel heard.

ROADBLOCKS TO EFFECTIVE LISTENING

Roadblocks to effective listening can be external or internal. External roadblocks can include distracters
such as: noise, an uncomfortable temperature or seating, or an inappropriate location. Try to be aware of
external roadblocks and offset them if possible.
Internal roadblocks include a variety of conditions or reactions within the speaker or audience, such as:

 Emotional interference.

 Defensiveness.

 Hearing only facts and not feelings.

 Not seeking clarification.

 Hearing what is expected instead of what is said.

 Resistance to change.
BODY LANGUAGE

BODY LANGUAGE
 BODY LANGUAGE
We communicate as much or more through body language as we do with words. Body language includes facial expression,
eye contact and gestures or movement of arms, hands and legs.

Be aware of your body language and what it might communicate to others. One way to do this is to become aware of body
language in others. The next time you are involved in a group conversation or watching one on television, watch the body
language of one of the listeners and consider how it might affect the speaker.

Body Language is therefore very relevant to management and leadership, and to all aspects of work and business where
communications can be seen and physically observed among people. Some examples of gestures and their meanings (below)

BODY LANGUAGE
would do sufficient explanation on what this whole talk of body language is about.

Gesture: Sitting with legs crossed, foot kicking slightly

Meaning: Boredom

Gesture: Standing with hands on hips

Meaning: Readiness, aggression
Gesture: Sitting, legs apart
Meaning: Open, relaxed
Gesture: Walking with hands in pockets
Meaning: Depression
Gesture: Arms crossed on chest
Meaning: Defensiveness
Gesture: Touching, slightly rubbing nose
Meaning: Rejection, doubt, lying
Gesture: Biting nails
Meaning: Insecurity, nervousness
 BODY LANGUAGE

Here are some ideas for you to improve your communications skills.

Eye contact
 Eye contact helps create better interaction and rapport with your listeners.
 Aim for 3 seconds per person when speaking to a group of people.

BODY LANGUAGE
 Avoid staring – especially when speaking on a 1-2-1 basis

Gesture
 Gestures can help give your voice extra energy and confidence
 Try to gesture on some key words – this gives the words greater emphasis
 Be aware of an denial gestures you may use – (e.g. touching the face, rubbing the nose, scratching the
head, gripping an arm with the other hand or fiddling with clothes, hair or pens)

Presence
 Adopt your ‘Anchor Position’ when you want to keep your body language calm and controlled.
 Aim to keep your body language open and relaxed at all times. Your physical attitude can affect
your psychological attitude.

Movement and Space

 Be sensitive to other people’s space and try not to intrude into it.
 To achieve rapport when speaking to others try to match levels – (e.g. either both sitting or standing
with the body angled in towards the other person)
EFFECTIVE COMMUNICATION

EFFECTIVE COMMUNICATION
Thank You