Professional Documents
Culture Documents
feelings, and meanings through verbal and nonverbal messages. It is an immediate communication, mostly face to face. Its not just about what is actually said, but also how it is said and the non-verbal messages sent through tone of voice, facial expressions, gestures and body language. It evokes a strong feedback component.
involved.
There are at least 6 people involved in a communication.
are communicating.
Environmental context, deals with the physical "where" you
are communicating.
Cultural
Ideally each call made/received should be answered with a standard greeting. For example: Good morning, LBSIM,Rohit Gupta, speaking This will ensure that the caller knows he is through to the correct department, and that he has the name of the person he is speaking to. Alternatively, this will brief the listener about the caller and his place of calling. Further he might get an idea of purpose of the call if he is contacted frequently by the caller.
Tone of voice
COLD CALLER-
but here.
FLAT & INDIFFERENT RECIEVER-
bored, lack of interest in job, not interested in caller or conversation. interested in the conversation, likes job, has something to offer. interested in caller, wants to help.
ENTHUSIASTIC CALLER-
CARING RECIEVER-
Pay attention Assess the caller level of expertise.Its very valuable to know if
Identify the Department and yourself immediately. Transfer calls only when you have to
try to resolve the callers problem yourself whenever possible. If you must transfer
the
Face to Face communication? How old fashioned? And How necessary? communication? After all most businesses seem to do 99% of communication by telephone, teleconferencing, videoconferencing & emails.
with colleagues, subordinates, superiors and clients during a single working day. relating to communication failures.
participants are in the same physical space. Occurs in formal meetings, coffee room chit chat, hallway encounters, one-on-one coaching, annual evaluations, job interviews and more.
essential to the success of the company & the team- which needs to get together in the same room.
Title: Sometimes, for political reasons, it is wise to concede
request, face to face communication is the kind most likely to retain or expand the account.
Listen to what others around you are saying. Ask questions if you do not know something. It demonstrates that you
Surprised
Sneering
Trembling Lips
Pouting Lips
Compressed Lips
Eyebrows
Lowered brows correspond to an assertive, dominant,
Eyes
Upwards thinking
Looking up and to the left - recalling a memory, some
experience or an event that has happened Looking up and to the right - imagination and creativity Looking down - submission, guilt, or shame Squinting or narrowing ones eyes - suspicious, uncertainty, tiredness (brightness of sun) Increased rate of blinking lying, stress, surprised Winking it is deliberate generally means GOT IT
Squinting Eyes
Lowered Eyebrows
Raised Eyebrows
Advantages It is personal
Body language
Emotions
Requires
good
interpersonal skills
Immediate feedback Personal Less
matter.
personality.
Telephonic skills