Page 63 - DENG102_COMMUNICATION_SKILLS_II

Communication Skills-II

notes Be particularly mindful of how you manage emotions if your organization is undergoing
change – how you handle emotions during these crucial times can help or hinder the change
process. It’s a known fact that if the resistance to change is emotional, it is the hardest
form of resistance to overcome. As the leader handling a change initiative, don’t avoid the
emotions that accompany the change process. Set the mood and manage the emotions – or
they will manage you.

Task Notice the difference between the way you converse with your teachers or bosses
and your friends.

3.2.4 aims

The informal conversation has certain aims that can be highlighted as under:
1. Communication: While communicating one must:
(a) Listen

(b) Ask questions and
(c) Speak
2. Build relationships: If the aim of a conversation is to build relationship, one must be able
to:
(a) Connect
(b) Build trust
(c) Establish rapport
3. Influencing: If the aim of a conversation is to influence, one must be able to:

(a) Support
(b) Persuade
(c) Coach
4. Leading: If the aim of a conversation is to develop a following for oneself, one must be able
to:
(a) Inspire
(b) Energise
(c) Empower

self assessment

Multiple Choice Questions:
(Choose the right option to be filled in the blanks in the excerpts of the informal discussions given
below)
9. I’m sorry but I can’t take it anymore. I’m afraid I’ve reached ………………… point.

(i) screaming
(ii) crying

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