Dear All,
This thread is all about communication skills, abilities and capabilities of communicating, effective and ineffective communication, causes and affects of communication gaps, stories and motivational episodes on improvement, and so on...
Contributions are highly appreciated...
CRK
crk.mbahr@gmail.com
[img]http://t2.gstatic.com/images?q=tbn:ANd9GcQljNT6A5rcfDJ0hD6H3BY3xC02gvELz hCWEQhauQWr2MXQc400[/img][img]http://t3.gstatic.com/images?q=tbn:ANd9GcRcak1-OQq-mIuID1pSYcQodzaJTCpGRBlc7QmysgE1O-JPAoARzg[/img]
You can also visit some other interesting threads like -
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https://www.citehr.com/320365-some-s...crks-desk.html
[img]http://www.iigdelhi.com/images/rotatediamond.gif[/img]
From India, Vijayawada
44This thread is all about communication skills, abilities and capabilities of communicating, effective and ineffective communication, causes and affects of communication gaps, stories and motivational episodes on improvement, and so on...
Contributions are highly appreciated...
CRK
crk.mbahr@gmail.com
[img]http://t2.gstatic.com/images?q=tbn:ANd9GcQljNT6A5rcfDJ0hD6H3BY3xC02gvELz hCWEQhauQWr2MXQc400[/img][img]http://t3.gstatic.com/images?q=tbn:ANd9GcRcak1-OQq-mIuID1pSYcQodzaJTCpGRBlc7QmysgE1O-JPAoARzg[/img]
You can also visit some other interesting threads like -
https://www.citehr.com/311518-storie...crks-desk.html
https://www.citehr.com/246739-7-cs-c...crks-desk.html
https://www.citehr.com/281161-shocki...crks-desk.html
https://www.citehr.com/275013-someth...crks-desk.html
https://www.citehr.com/312447-amazin...crks-desk.html
https://www.citehr.com/307617-hr-library-crks-desk.html
https://www.citehr.com/290175-some-u...crks-desk.html
https://www.citehr.com/277912-attitude-crks-desk.html
https://www.citehr.com/250215-secret...crks-desk.html
https://www.citehr.com/320365-some-s...crks-desk.html
[img]http://www.iigdelhi.com/images/rotatediamond.gif[/img]
From India, Vijayawada
WHY COMMUNICATION?
The ability to communicate is the primary factor that distinguishes human beings from animals. And it is the ability to communicate well that distinguishes one individual from another.
The fact, is that apart from the basic necessities, one needs to be equipped with habits for good communication skills, as this is what will make them a happy and successful social being.
Communication is a very important aspect of the human life, since it is the communication that helps human beings to connect with each other as individuals and as independent groups. Communication is the very basis, which drives the process of development in all the fields.
Here are some of the reasons, which explain why communication is important…
Information Dissemination:
It is owing to the process of communication that we are able to send and receive information. Various mass media are an important communication tool for information dissemination.
Expressing Emotions/Ideas:
Imagine a life without expressing yourself through words (spoken and written), expressions and even arts and craft or painting, music or dance.
Communication helps people express their ideas and emotions.
Education:
Communication plays an important role in the process of imparting knowledge as well. Communication is instrumental in the process of education since it helps the educator and the students to interact with each other.
Building Relationships:
Communication facilitated dialogue, exchange of ideas as well as expression of human emotions between people. Thus, it helps to build and maintain relationships - be it business communication or interpersonal communication.
Entertainment:
Movies, music, television shows, theater, or even anecdotes narrated by people are types of communication, which are a source of entertainment for us.
Decision-making:
Communication helps in the process of decision making, be it an individual decision or even group decision making.
[img]http://t3.gstatic.com/images?q=tbn:ANd9GcS9lwSZ3YkeQ-z1dJ6qAndB2k4zAQIUbhId7GuxHPCZ-6AkEbloqg[/img]
From India, Vijayawada
The ability to communicate is the primary factor that distinguishes human beings from animals. And it is the ability to communicate well that distinguishes one individual from another.
The fact, is that apart from the basic necessities, one needs to be equipped with habits for good communication skills, as this is what will make them a happy and successful social being.
Communication is a very important aspect of the human life, since it is the communication that helps human beings to connect with each other as individuals and as independent groups. Communication is the very basis, which drives the process of development in all the fields.
Here are some of the reasons, which explain why communication is important…
Information Dissemination:
It is owing to the process of communication that we are able to send and receive information. Various mass media are an important communication tool for information dissemination.
Expressing Emotions/Ideas:
Imagine a life without expressing yourself through words (spoken and written), expressions and even arts and craft or painting, music or dance.
Communication helps people express their ideas and emotions.
Education:
Communication plays an important role in the process of imparting knowledge as well. Communication is instrumental in the process of education since it helps the educator and the students to interact with each other.
Building Relationships:
Communication facilitated dialogue, exchange of ideas as well as expression of human emotions between people. Thus, it helps to build and maintain relationships - be it business communication or interpersonal communication.
Entertainment:
Movies, music, television shows, theater, or even anecdotes narrated by people are types of communication, which are a source of entertainment for us.
Decision-making:
Communication helps in the process of decision making, be it an individual decision or even group decision making.
[img]http://t3.gstatic.com/images?q=tbn:ANd9GcS9lwSZ3YkeQ-z1dJ6qAndB2k4zAQIUbhId7GuxHPCZ-6AkEbloqg[/img]
From India, Vijayawada
WHY COMMUNICATION SKILLS
Every individual needs to be well equipped with the tools to communicate effectively, whether it is on the personal front, or at work. In fact, according to the management gurus, being a good communicator is half the battle won. After all, if one speaks and listens well, then there is little or no scope for misunderstanding. Thus, keeping this fact in mind, the primary reasons for misunderstanding is due to inability to speak well, or listen effectively.
According to the various dictionaries the definition of communication skills is as follows :
Communication skills includes lip reading, finger-spelling, sign language; for interpersonal skills use, interpersonal relations.
Communication skills is the ability to use language (receptive) and express (expressive) information.
Communication skills is the set of skills that enables a person to convey information so that it is received and understood. Communication skills refer to the repertoire of behaviors that serve to convey information for the individual.
Communication skills is the ability an individual displays in consistently demonstrates the ability to effectively communicate with clients, colleagues, subordinates, and supervisors in professional manner and in the personal department.
Communication skills is generally understood to be the art or technique of persuasion through the use of oral language and written language. To understand the basic of communication skills, one needs to understand that communication is one of those words that is most hyped in contemporary culture. It includes a large number of experiences, actions and events; also a variety of happening and meanings, as well as technologies.
This, means that every platform for communicating is a communication event. This includes formal meeting, seminars, workshops, trade fairs, etc. Then there are the communication media such as radio, TV, newspapers, etc. The communication technologies include pagers, phones, etc. The communication professionals include advertisers, journalists, camera crew, etc.
[IMG]http://t2.gstatic.com/images?q=tbn:ANd9GcR8jh4gTrvo2uRxNlJYehMFLkknRpVKo 1ttfBcCVVo_L1BSeCwU[/IMG]
From India, Vijayawada
Every individual needs to be well equipped with the tools to communicate effectively, whether it is on the personal front, or at work. In fact, according to the management gurus, being a good communicator is half the battle won. After all, if one speaks and listens well, then there is little or no scope for misunderstanding. Thus, keeping this fact in mind, the primary reasons for misunderstanding is due to inability to speak well, or listen effectively.
According to the various dictionaries the definition of communication skills is as follows :
Communication skills includes lip reading, finger-spelling, sign language; for interpersonal skills use, interpersonal relations.
Communication skills is the ability to use language (receptive) and express (expressive) information.
Communication skills is the set of skills that enables a person to convey information so that it is received and understood. Communication skills refer to the repertoire of behaviors that serve to convey information for the individual.
Communication skills is the ability an individual displays in consistently demonstrates the ability to effectively communicate with clients, colleagues, subordinates, and supervisors in professional manner and in the personal department.
Communication skills is generally understood to be the art or technique of persuasion through the use of oral language and written language. To understand the basic of communication skills, one needs to understand that communication is one of those words that is most hyped in contemporary culture. It includes a large number of experiences, actions and events; also a variety of happening and meanings, as well as technologies.
This, means that every platform for communicating is a communication event. This includes formal meeting, seminars, workshops, trade fairs, etc. Then there are the communication media such as radio, TV, newspapers, etc. The communication technologies include pagers, phones, etc. The communication professionals include advertisers, journalists, camera crew, etc.
[IMG]http://t2.gstatic.com/images?q=tbn:ANd9GcR8jh4gTrvo2uRxNlJYehMFLkknRpVKo 1ttfBcCVVo_L1BSeCwU[/IMG]
From India, Vijayawada
BARRIERS THAT OCCUR IN COMMUNICATING
More often than never, most people consider themselves to be good and effective communicators simply because they feel they can speak fluently.
While speaking fluently is an important aspect of communicating, yet it is not the only requirement. One should be able to listen effectively, speak fluently and clearly, write well and read in the language/s they are familiar with.
Apart from these basic aspects of communications, one needs to keep in mind the non-verbal aspects too, in order to be considered adept in communication skills.
The fact is that one needs to constantly work towards developing effective communication skills. And primarily they need to overcome the barriers to effective communication. And this can be done when they are aware of the barriers and shortcomings.
This is in fact the first and foremost primary step to being good communicator. Given here are some of the barriers that occur in communicating effectively. Understanding these barriers will help one comprehend examples of communicating skills. After all breaking down barriers implies setting good examples...
[img]http://t3.gstatic.com/images?q=tbn:ANd9GcQV-_aaCskwbFCkdH0sMkykw5mZGnOyKwwtgEYZzir5FbLqqGva[/img]
The verbal barriers are:
Attacking :
Interrogating
Criticizing
Blaming
Shaming
You messages :
Moralizing
Preaching
Advising
Diagnosing
Endorsing Power
Ordering
Threatening
Commanding
Directing
Shouting
Name-calling
Refusing to talk
The non-verbal barriers are:
Flashing eyes
Rolling eyes
Quick movements
Slow movements
Arms crossed
Legs crossed
Gestures out of exasperation
Slouching
Hunching
Lack of personal hygiene
Doodling
Avoiding eye contact
Staring at people
Over fidgeting
From India, Vijayawada
More often than never, most people consider themselves to be good and effective communicators simply because they feel they can speak fluently.
While speaking fluently is an important aspect of communicating, yet it is not the only requirement. One should be able to listen effectively, speak fluently and clearly, write well and read in the language/s they are familiar with.
Apart from these basic aspects of communications, one needs to keep in mind the non-verbal aspects too, in order to be considered adept in communication skills.
The fact is that one needs to constantly work towards developing effective communication skills. And primarily they need to overcome the barriers to effective communication. And this can be done when they are aware of the barriers and shortcomings.
This is in fact the first and foremost primary step to being good communicator. Given here are some of the barriers that occur in communicating effectively. Understanding these barriers will help one comprehend examples of communicating skills. After all breaking down barriers implies setting good examples...
[img]http://t3.gstatic.com/images?q=tbn:ANd9GcQV-_aaCskwbFCkdH0sMkykw5mZGnOyKwwtgEYZzir5FbLqqGva[/img]
The verbal barriers are:
Attacking :
Interrogating
Criticizing
Blaming
Shaming
You messages :
Moralizing
Preaching
Advising
Diagnosing
Endorsing Power
Ordering
Threatening
Commanding
Directing
Shouting
Name-calling
Refusing to talk
The non-verbal barriers are:
Flashing eyes
Rolling eyes
Quick movements
Slow movements
Arms crossed
Legs crossed
Gestures out of exasperation
Slouching
Hunching
Lack of personal hygiene
Doodling
Avoiding eye contact
Staring at people
Over fidgeting
From India, Vijayawada
Dear All,
"Communication comprise 55% body language, 38% tone of voice, 7% content of words"
Type of Communication:
Verbal (words organized in sentences and phrases)
Non Verbal (Body Language e.g. tone, gestures, eye movement etc)
Written (E-mails, letters, brochures etc)
Regards,
Kanika Kapoor
From India, Delhi
"Communication comprise 55% body language, 38% tone of voice, 7% content of words"
Type of Communication:
Verbal (words organized in sentences and phrases)
Non Verbal (Body Language e.g. tone, gestures, eye movement etc)
Written (E-mails, letters, brochures etc)
Regards,
Kanika Kapoor
From India, Delhi
TYPES OF COMMUNICATION
Communication is generally classified into a couple of types. The classifications include:
Verbal and non-verbal
Technological and non-technological
Mediated and non-mediated
Participatory and non-participatory
However, the commonly known types of communications are :
Intra-personal communication skills : This implies individual reflection, contemplation and meditation. One example of this is transcendental mediation. According to the experts this type of communication encompasses communicating with the divine and with spirits in the form of prayers and rites and rituals.
Interpersonal communication skills : This is direct, face-to-face communication that occurs between two persons. It is essentially a dialogue or a conversation between two or more people.
It is personal, direct, as well as intimate and permits maximum interaction through words and gestures. Interpersonal communications maybe:
Focused Interactions : This primarily results from an actual encounter between two persons. This implies that the two persons involved are completely aware of the communication happening between them.
Unfocused interactions : This occurs when one simply observes or listens to persons with whom one is not conversing. This usually occurs at stations and bus stops, as well as on the street, at restaurants, etc.
Non verbal communication skills : This includes aspects such as body language, gestures, facial expressions, eye contact, etc., which also become a part of the communicating process; as well as the written and typed modes of communications.
Mass communication : This is generally identified with tools of modern mass media including social media marketing, which includes: books, the press, cinema, television, radio, etc. It is a means of conveying messages to an entire populace.
No matter what the different types of communication skills are, communicating is an ever-continuing process that is going on all the time. It is as important to human life as is day-to-day existence.
<link updated to site home>
From India, Vijayawada
Communication is generally classified into a couple of types. The classifications include:
Verbal and non-verbal
Technological and non-technological
Mediated and non-mediated
Participatory and non-participatory
However, the commonly known types of communications are :
Intra-personal communication skills : This implies individual reflection, contemplation and meditation. One example of this is transcendental mediation. According to the experts this type of communication encompasses communicating with the divine and with spirits in the form of prayers and rites and rituals.
Interpersonal communication skills : This is direct, face-to-face communication that occurs between two persons. It is essentially a dialogue or a conversation between two or more people.
It is personal, direct, as well as intimate and permits maximum interaction through words and gestures. Interpersonal communications maybe:
Focused Interactions : This primarily results from an actual encounter between two persons. This implies that the two persons involved are completely aware of the communication happening between them.
Unfocused interactions : This occurs when one simply observes or listens to persons with whom one is not conversing. This usually occurs at stations and bus stops, as well as on the street, at restaurants, etc.
Non verbal communication skills : This includes aspects such as body language, gestures, facial expressions, eye contact, etc., which also become a part of the communicating process; as well as the written and typed modes of communications.
Mass communication : This is generally identified with tools of modern mass media including social media marketing, which includes: books, the press, cinema, television, radio, etc. It is a means of conveying messages to an entire populace.
No matter what the different types of communication skills are, communicating is an ever-continuing process that is going on all the time. It is as important to human life as is day-to-day existence.
<link updated to site home>
From India, Vijayawada
PUBLIC SPEAKING
A charismatic personality has the essential qualities of winning the hearts of people. This goes in all ventures in life whether professional or personal. When it comes to performance and that too in an age of information, the bar is high on the ability to communicate. With increasing seamless integration brought in by technology, the pressure to effectively go about a work profile becomes more demanding. Here the accentuation is on written as well as verbal communication.
Public speaking opportunities stem right from the play school of a child and the quality gets high as we mount the ladder of professional success. Verbal communication can be cultivated and most of us have the ability to social create an impression with formal interaction. It is important to build a rapport with friends, colleagues and also initialize topics so that this builds our own confidence.
Formal speeches in corporate structure have to be precise and also concise. There should be a clean flow of thought which should be clutter less. The crispness can be brought in by formulating points and power point presentations are commonly used during business presentations. Expressing freely also means overcoming fear which is the result of a constant endeavor to practice well.
Observation is also the main way to gain knowledge. Though all of us are talented in many spheres, multi tasking is still a virtue in today’s competitive environment. One has to adhere to the rules of decorum that is expected while speaking and also hyphenate errors with immediate corrections. The audience has to be gauged well in advance and the speech has to well written so that there is no problem while delivering the message.
Often mistakes are the basic ways to learning. It is important to observe, learn and not repeat mistakes. Rehearsing well is the chief idea in case the topic is not familiar. Determination and updating knowledge is also good for confidence.
[img]http://t2.gstatic.com/images?q=tbn:ANd9GcQgDjmMt6C-juQ7yixWPPcXQsOX6jPDAOyP2qCIq9bZO7kW_8Zo[/img]
From India, Vijayawada
A charismatic personality has the essential qualities of winning the hearts of people. This goes in all ventures in life whether professional or personal. When it comes to performance and that too in an age of information, the bar is high on the ability to communicate. With increasing seamless integration brought in by technology, the pressure to effectively go about a work profile becomes more demanding. Here the accentuation is on written as well as verbal communication.
Public speaking opportunities stem right from the play school of a child and the quality gets high as we mount the ladder of professional success. Verbal communication can be cultivated and most of us have the ability to social create an impression with formal interaction. It is important to build a rapport with friends, colleagues and also initialize topics so that this builds our own confidence.
Formal speeches in corporate structure have to be precise and also concise. There should be a clean flow of thought which should be clutter less. The crispness can be brought in by formulating points and power point presentations are commonly used during business presentations. Expressing freely also means overcoming fear which is the result of a constant endeavor to practice well.
Observation is also the main way to gain knowledge. Though all of us are talented in many spheres, multi tasking is still a virtue in today’s competitive environment. One has to adhere to the rules of decorum that is expected while speaking and also hyphenate errors with immediate corrections. The audience has to be gauged well in advance and the speech has to well written so that there is no problem while delivering the message.
Often mistakes are the basic ways to learning. It is important to observe, learn and not repeat mistakes. Rehearsing well is the chief idea in case the topic is not familiar. Determination and updating knowledge is also good for confidence.
[img]http://t2.gstatic.com/images?q=tbn:ANd9GcQgDjmMt6C-juQ7yixWPPcXQsOX6jPDAOyP2qCIq9bZO7kW_8Zo[/img]
From India, Vijayawada
PRESENTATION
"Conversation... is the art of never appearing a bore, of knowing how to say everything interestingly, to entertain with no matter what, to be charming with nothing at all." Thus, communication is best achieved through simple planning and control. To ensure efficient and effective conversation there are three prime considerations:
Presentation Skills
Listening Skills
Speaking Skills
According to experts in the field of communication training, presentation skills includes not only, aspects relating to non-verbal skills, etiquette and grooming, but also other factors such as listening and speaking.
In order to ensure effective communication and presentation skills one needs to keep the following factors in mind:
Avoid ambiguity
Accept feedback in order to gain confirmation and rule out confusion
The non-verbal presentation factors are:
Voice: This implies the tone - sarcastic or sincere; warm or cold; rich and expressive; or dull and flat. The other voice aspect is the volume - shouting, barely audible or medium volume.
Speech pattern: slow, hesitant, fast, jerky, abrupt or even-steady pace.
Facial expression: This includes:
The brow/forehead: Wrinkled or smooth
Eyebrows: wrinkled or smooth
Jaw/mouth region: firm or relaxed
Eye contact: Whether the speaker is looking at the listener/audience being addressed.
Gestures: This includes the hand movements such as: hand-wringing, open hand movements, finger pointing, fist thumping, etc.
Postures: This is important, as it shows how interested the speaker or listener is.
Body movement: This includes the movement of the body such as shrugs and shuffles, arms crossed or left lose, strides or standing in one position.
[IMG]http://t2.gstatic.com/images?q=tbn:ANd9GcQxqrp1ImvKf9F_8EFEsSJuZoZWWbLrB EMgVEHBGDhtxmii3gCb5Q[/IMG]
From India, Vijayawada
"Conversation... is the art of never appearing a bore, of knowing how to say everything interestingly, to entertain with no matter what, to be charming with nothing at all." Thus, communication is best achieved through simple planning and control. To ensure efficient and effective conversation there are three prime considerations:
Presentation Skills
Listening Skills
Speaking Skills
According to experts in the field of communication training, presentation skills includes not only, aspects relating to non-verbal skills, etiquette and grooming, but also other factors such as listening and speaking.
In order to ensure effective communication and presentation skills one needs to keep the following factors in mind:
Avoid ambiguity
Accept feedback in order to gain confirmation and rule out confusion
The non-verbal presentation factors are:
Voice: This implies the tone - sarcastic or sincere; warm or cold; rich and expressive; or dull and flat. The other voice aspect is the volume - shouting, barely audible or medium volume.
Speech pattern: slow, hesitant, fast, jerky, abrupt or even-steady pace.
Facial expression: This includes:
The brow/forehead: Wrinkled or smooth
Eyebrows: wrinkled or smooth
Jaw/mouth region: firm or relaxed
Eye contact: Whether the speaker is looking at the listener/audience being addressed.
Gestures: This includes the hand movements such as: hand-wringing, open hand movements, finger pointing, fist thumping, etc.
Postures: This is important, as it shows how interested the speaker or listener is.
Body movement: This includes the movement of the body such as shrugs and shuffles, arms crossed or left lose, strides or standing in one position.
[IMG]http://t2.gstatic.com/images?q=tbn:ANd9GcQxqrp1ImvKf9F_8EFEsSJuZoZWWbLrB EMgVEHBGDhtxmii3gCb5Q[/IMG]
From India, Vijayawada
SPEAKING ENGLISH
The basic underlying factor for learning any language - written or spoken - is its grammar. Thus, any trainer involved in teaching English speaking prepares are module, wherein grammar is the larger chunk of learning. What follows here, is a typical English speaking learning module...
Basic Grammar: Under basic grammar the participant is taught the Parts of speech, which includes the following:
Noun - a word used as the name of person, place, animal, bird, object, etc.
Pronoun - is a word used instead of a noun.
Verb - is a word which expresses action or state of being.
Adjective - is a word used to add something to the meaning of a noun or pronoun.
Adverb - is a word used to add something to the meaning of a verb, an adjective or another adverb.
Preposition - is a word used with a noun or a pronoun to show how the person or object denoted by the noun or pronoun stands in relation to something else.
Conjunction - is a word used to join words or sentences
Interjection - is a word that expresses some sudden feeling
Sentence Construction: The basic factor taught here is SVO (subject-verb-object) pattern of sentence construction; wherein the verb is always between the subject and the verb. Grammatically incorrect sentences take the form of SOV (subject-object-verb).
Advanced Grammar: This includes the following -
Agreement of the Verb with the Subject
Articles
Special usage
Tenses
Questions tags
Active and Passive Voice
Direct and Indirect Speech
Vocabulary: This includes topics such as:
Commonly misspelled words
Irregular nouns
Irregular verbs
Interesting and challenging words
In some training programs voice and accent become a part of the training, with emphasis on accent neutralization.
[img]http://t0.gstatic.com/images?q=tbn:ANd9GcTJhTbhWtN8uH0dRtQapoLK5pLYLhRVQ 3nZ_8nGtPjjW5wOD1S3Mg[/img]
From India, Vijayawada
The basic underlying factor for learning any language - written or spoken - is its grammar. Thus, any trainer involved in teaching English speaking prepares are module, wherein grammar is the larger chunk of learning. What follows here, is a typical English speaking learning module...
Basic Grammar: Under basic grammar the participant is taught the Parts of speech, which includes the following:
Noun - a word used as the name of person, place, animal, bird, object, etc.
Pronoun - is a word used instead of a noun.
Verb - is a word which expresses action or state of being.
Adjective - is a word used to add something to the meaning of a noun or pronoun.
Adverb - is a word used to add something to the meaning of a verb, an adjective or another adverb.
Preposition - is a word used with a noun or a pronoun to show how the person or object denoted by the noun or pronoun stands in relation to something else.
Conjunction - is a word used to join words or sentences
Interjection - is a word that expresses some sudden feeling
Sentence Construction: The basic factor taught here is SVO (subject-verb-object) pattern of sentence construction; wherein the verb is always between the subject and the verb. Grammatically incorrect sentences take the form of SOV (subject-object-verb).
Advanced Grammar: This includes the following -
Agreement of the Verb with the Subject
Articles
Special usage
Tenses
Questions tags
Active and Passive Voice
Direct and Indirect Speech
Vocabulary: This includes topics such as:
Commonly misspelled words
Irregular nouns
Irregular verbs
Interesting and challenging words
In some training programs voice and accent become a part of the training, with emphasis on accent neutralization.
[img]http://t0.gstatic.com/images?q=tbn:ANd9GcTJhTbhWtN8uH0dRtQapoLK5pLYLhRVQ 3nZ_8nGtPjjW5wOD1S3Mg[/img]
From India, Vijayawada
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Communication.d oc
Communication Hand Book.pdf
Basic-communica tion-skills_198 .ppt