Mr. Vivek BindraDirector - Global ACT

www.vivekbindra.comwww.globalact.org.in

Global ACT

Relating to one another Supporting and encouraging others Being able to give and receive constructive feedback Listening to and valuing others' opinions Being able to convey your point clearly Assisting progress towards achieving an objective

Global ACT

Smile as often as you can Appreciate others Pay attention to others’ problems Listening actively Unite people Resolve disagreements Communicate clearly Use humour Learn to appreciate Don’t complain

Global ACT

Turtle (Escape when you have the chance) This represents Avoidance.

Shark (Winning is the only thing) This represents Competition.

Fox (Giving up something in order to achieve results) This represents Compromising

Teddy Bear (Acts for the good of the group) This represents Accommodating

Owl (Finding solutions agreeable to all) This represents Collaborating

Global ACT

Communication is a two way process.

It involves a sender and receiver.

Effective communication gets the desired response.

Global ACT

Shared SpaceA

B

IntendedMeaning

Verbal messageNon-Verbal Message

Perceived Meaning

A’s Reality

B’s Reality

Global ACT

Types of Communication

Verbal

Non-Verbal

Written

Global ACT

Conviction

Confidence

Enthusiasm

Global ACT

Body language

Eye contact

Facial Expression

Gesture

Posture

Tone

Rate of Speech

Accent, Diction

Pronunciation

Non- Verbal Communication

Global ACT

S - SmileO - Open GesturesF - Forward LeanT - Tone of Voice and TouchE - Eye ContactN - Nod

Global ACT

Lack of Enthusiasm

Distracting Gestures

Lack of Focus

Verbal Static

Lack of Eye Contact

Language

Inconsistency in Information

Global ACT

Aggressive

Passive

Assertive

Global ACT

I win, you lose situation.

Global ACT

It is you win, I lose situation.

Global ACT

It is a win-win situation.

Global ACT

Empathy

Global ACT

Put yourself into the customer’s shoes.

‘Seek first to understand,

and then to be understood’.’

Global ACT

Empathy is the skill of active listening – of

approaching an interaction with an open mind.

Empathy is - identification with and understanding of

another’s situation, feelings, and motives.

Global ACT

There are two forms of empathy:

True/positive empathy

Negative form of empathy

True empathy involves

Seeking a person’s positive hope

Shifting their focus from negative judgment

Global ACT

Listening is the act of receiving a verbal message from a sender and understanding what it means.

Global ACT

9% time is spent in writing,

16% time is spent in reading,

30% time is spent in speaking and

45% is spent in listening

Global ACT

Hearing

Simple Listening

Active Listening

Reflective Listening

Global ACT

Listening to what is being said by Keeping an open mind Thinking Ahead Analyzing and evaluating the message Not interrupting

Listening to how it is being said by Interpreting the persons tone of voice Evaluating the non-verbal cues

Listening to what is not being said by Reading between the lines Asking the right questions

Global ACT

Reflective listening is a type of active listening where the listener ‘Reflects’ what the speaker is saying by repeating or paraphrasing what was said and by being empathetic.

Global ACT

Ask clarifying questions

Perception Vs Reality

Review what was said and what wasn't said

Respond with empathy

Global ACT

Don’t compare yourself with the speaker

Don’t make assumptions

Avoid filtering the conversation

Avoid labelling a statement

Global ACT

Resist distractions

Focus on the interaction

Listen for ideas

Keep an open mind

Hold questions till the speaker has finished

Paraphrasing

Understand that thought is faster than speech.

Global ACT

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Global ACT

Thank You!