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Radha’s Mother has 4

Children :

April, May and June

What is the name of the

Fourth ?

Self Presentation cues

Verbal

and

Non-Verbal !

How do we

Communicate

without speaking

?

Kinesics

Types of Non-verbal Communication

14

PARA-LANGUAGE

Pitch

Volume

Rate

Types of Non-verbal Communication

15

PARA-LANGUAGE

Intonation

Quality

Modulation

The 9 Cs of Communication !

Confidence Concise Considerate

Clarity Concrete Courtesy

CorrectComplete Careful

N FORM

ADVANCE SHIPPING

NOTIFICATION ( ASN )

MARKING ON BAGS

( RUDRAPUR VIA DELHI )

Organization Barriers

•Attitude of Superiors

• Fear of challenge of

authority

• Lack of time

• Lack of awareness

•Unwillingness of Juniors

to communicate

Listen

Twice as much as

you

Talk !

Listening Skills

“If we were supposed to

talk more than listen, we

would have been given

two mouths and one ear

!”

( Mark Twain )

Conversation is

generally…

Misunderstoo

d

Misinterprete

d

Rejected Not Heard

• Understand body language

• Make eye contact

• Suspend judgment

• Keep an open mind

• Hear the person out

• Do not react to emotive words

Being Active Listeners…

Self Presentation cues

CURRENT

SCENARIO !

CURRENT

SCENARIO !

CURRENT

SCENARIO !

CURRENT

SCENARIO !

EFFECT

Customer

HOW TO

IMPROVE ?

JOHARI WINDOWS

Developed by Joseph Luft and Harry Ingham

(University of California)in the year 1955

JOHARI Derived from their First Names

( Jo + Harry )

JOHARI WINDOWS

A Simple Effective Tool for illustrating and improving self-awareness and mutual

understanding between individuals within a group /

between Groups .

JOHARI WINDOWS

OPEN AREA

BLIND AREA

HIDDEN AREA

UNKNOWN AREA

and to the others.

BLIND SELF : Not known to

Self but known to others.

PRIVATE SELF :Known to Self but

not to others.

UNKNOWNSELF :

Not known to Self or others.

QUDARANT 1 – PUBLIC SELF

QUDARANT 2 – BLIND AREA

QUDARANT 3 – PRIVATE SELF

QUDARANT 4 – UNKOWN SELF

FREE / OPEN AREAS:KNOWN TO ME AND OTHERS

BLIND SPOTS :KNOWN TO OTHERS ONLY

HIDDEN AREA :UNKNOWN TO OTHERS

UNKNOWN AREA :KNOWN TO NONE

BLIND AREAOPEN AREA

UNKNOWN AREA

HIDDEN AREA

OPEN AREA

THANK YOU !

45

Valuing Time…