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11.06.2016 admin
While verbal communication is very effective in most of the fields, in the outsourcing business, it’s mostly the written communication which matters most. So, in this post, I’m going to discuss few tips and suggestion for the building up good communication skills. Finally, due to the nature of the topic, it’s going to be longer than my usual blog posts.
If you are in outsourcing business, there are very good chances that English is not your native language.
Now if you are convinced, and want to master English language, or improve your current level, there are mainly two ways. I think one of the best way to learn your mistakes, and improve this skill, is to have someone in your team proofread all your important documents (development plan, analysis, design, test plan, etc) and emails. While you may find actions, thriller or suspense movies more of interest, my personal experience is that watching Drama and Documentary movies are of big help in improving English quickly. Another fun trick to improve this skill is to start reading books or novels of your choice. Sometime, you just need to be clear and to be point on some topics, but still, in that case, a touch of diplomatic words can do very good for long run relationship. I was looking at this XX page, and I don’t understand why you are handling it like this way.
Now here is another sample from one of my very polite client. For comparison, I have tried to keep the issue same, and have only changed few important wordings (highlighted in yellow). I was looking at this XX page, and I think they way you are current handling it could be wrong. Now as you can see with just few additional words and rephrasing, your can totally change the tone of the message while still conveying it fully to your recipients. Try to use conditional verb even when you are sure that it’s 100% other party problem. Most importantly, write what steps you plan to take to avoid situation like this in future. I have been working on problem XYZ, and I’m stuck and have no idea where to go forward form current point. Unless, you are very cool minded person, there are good chances that you are going to get angry on such email, and start wondering why these new resources are not putting the enough effort. I have been working on the problem XYZ, and I think I need your further input to move forward. If we go with BB option, it can save some development efort, but have cons of its own like YY. Still a hybrid approach would be to pick the first option from AA and then also apply part of BB option to get best of both approaches. Now there are good chances that an email like this is going to leave a positive impression of yours.
The key point of this section is that when sending or replying any emails, try to come up with ideas, suggestions or comments. If you have been in the Software Development business for long, then you can’t deny the importance of the mock-up and  screenshots.
Now it’s pretty funny picture in its own, and there have been many discussions on this on the web about this project. I personally use mock-up and screenshots as much as possible, and exchange it with clients frequently to make sure I’m understanding the requirements or design changes correctly. For the final product, you need to do a very good research and work with best resources to get a product which not only the client is comfortable working with, but you should be proud yourself of that work.
Even though, this article is primarily related to the effective time management for Managers, and at first, it seems completely unrelated to the this article about Communication Skills.
So, to be effective, you need to divide the task and assign it to your subordinates for research and initial analysis. If I would have to do all this myself, I think I will only be able to reply just 1-2 emails only.
Reading it multiple times is little different either you are reading a document which you have written yourself, or you are reading a requirements or specification document sent to you by someone else. Now if you have the option, give it to someone else (your subordinates, colleague, technical-writer, etc), and have them do a quick proof read of the document. The 3rd pass again should be after a break. Before this pass, you should have pretty solid understanding of all the content of the document you are going to read.
Please note that the ideas discussed within this post are not something you will be able to master just right reading this post. In our business lives, we all need to apply a wide range of communication skills successfully so that we and our companies can excel at what we do and gain an edge in the competitive business environment in which we operate today.
In fact, in the role of Project Manager, effective written communication is even more important than programming and other software development roles.
As these are based on my experience, so most of these apply to Software Development field in particular.

So, may be you think that having poor English being a non-native is a valid excuse, and you don’t need to worry about spellings and grammar when communicating with you clients. One way is, as it’s taught in Schools, where you read the grammar rules, practice them, and try translations.
Once you get the updated content back, see what was paraphrased, rephrased or restructured.
Remember, first 20-30 pages are always difficult (as character and story building is in process). After you have read 5-10 books, you may start getting a hold on of how to put ideas, how to structure your sentences, and you will learn punctuation and grammar rules in very seamless way.
May be if you have handled it like ABC, it would have been much better approach. Please advise. From these two sample emails, I personally prefer the second one, and there are good chances that you like that too (at least when you are on the recipient end). I have read the corresponding manual, and still having problem making the right decision for this problem.
If you don’t know about any item, search for that, research it (Google is your friend in that case), and then recommend what you think is best. This is usually for the executives in the emails which just want to get a quick and clear idea of the problem and solution (in few lines), and usually don’t have time to read all the write-up. I personally think that mock-up or prototyping are the best solution for most of the software problems like above.
But using above strategy I can easily reply on 4-5 issues per day, and still get enough time to work on other development tasks. For writing a draft, email or document, I recommend that you try to write it in a single pass.
In this pass, your goal should be to develop as much understanding of the content as possible. So, this pass is just a verification process to make sure that you have got all the ideas clearly. Few more ideas are coming into my mind, but may be I will write these as separate article, or will update this article in near future.
It will require some serious effort and work from your side, and it may take from few months to a year to reach at satisfactory level. Crossroads offers a wide range of Communication skills workshops to help business people develop their ability to perform effectively when communicating with other people.
If you are a junior programmer, then I think this excuse will work for you, but if you are Project Manager, or someone who works directly with clients, then poor English is going to get you in trouble sooner or later.
So, if you share something with spelling errors with someone else, you are passing a very careless image of yourself. If yes, this sounds strange, but Google bots have archived billions of pages over the years, and there are good chances that what you are trying to type is already written by someone else and is already in archives of Google in hundreds (if not thousands). While this works great too, there is another rather fun way (or at least I find that it way). If you use MS Word, you can ask that person to turn on change-tracking before doing any changes.
If you pick a long book as first your read, there are good chances that you will give up soon, and that may turn out to be your last book.
Once you have read 5% of the book, you may start getting idea of the overall story, and will start loving it. However, I personally find it equally important when doing communication with your subordinates too. I usually try to treat all these with same attitude and that’s a thorough yet polite reply with a touch of diplomacy (only when required). These add the margin that you could be wrong, and it unintentionally make the other party feel good and less guilty of the problem. That is because it could break or strength your relationship with that client in very near future. Even if it was not a win situation for you at the end, you can reduce the damage considerably by just being polite and humble. Even if that guy did some research or investigation, not mentioning this clearly in the above email is going to leave a negative impression of him anyway. In any case, they will know that you are putting some considerable effort from your side, and as long as that is being passed correct, you are on a safe side. Only share ideas or suggestions, if you think that they makes good sense or are good alternative. This is a good way to engage everyone To or CC list of your emails, and get feedback from the top management from time to time. If you can get something very early for client to look, or best to try it, it may get most of the things straighten and clear in very early stage of development thus saving money and time for both parties.
You just need to represent what you are thinking about the problem, and how you plan to handle that.

The core idea is that if you have to come up with some good and detailed reply, you need to do extensive research and analysis of the problem before you can start typing the reply. Once the basic investigation is complete, I also ask them to do an initial write-up of that problem. If you want it to be piece of art, you may have to do even more than 10 passes for a single page document unless your are natural talented writer. In this pass, if you find more than 5-6 sentences change per page, it means you are due another pass. Instead of checking sentences for grammar, flow and clarity mistakes, you are trying to understand the content of the document. Don’t click on the inter documents links, and just read the document in a natural flow. But usually I force myself to do that, I realize how helpful these reviews sessions were only when I’m done with these. Ideally, with some breaks like 1 day, 1 week, and 1 month. You will realize how effective this strategy is when you read the post even the second time.
On the hand, grammar and punctuation errors may not leave that bad expression, but still I would highly recommend you to keep trying to improve this part as well. So, just try to type part of the phrase, and Google will bring in common usage and suggestions.
Using Google for finding and mastering wording structure, and examples have been of great help to me. This way, MS Word will highlight any changes done by person, and you can easily compare what was changed.
This may be irritating in start, but once you have read 20-30 pages, you will get used to that, and soon will forget that some of the words doesn’t sounds familiar or makes sense. If you are having problem getting pace even after reading 10% of the book, this is probably not a book of your interest. To keep interest, and for comparison, I’m going to share snippets of some of the emails I had with these clients for reported issues.
So, if you plan to send an email like this to your client or your boss, you need to show your progress or status more clearly.
If you find something from the web, try to check for the authenticity of it, and share it only which sounds solid and reasonable to you.
There have been various versions of the tree swing pictures on Software Development Life Cycle and Project Management.
In most of the cases a screenshot or mock-up of the dialog or web-page changes is all what’s needed.
When you have that concept in some form where client can visually see it, you can quickly get it verified by client, and then start work on your master piece. If you want to do all this by yourself, you are the kind of manager which William discuss in his article (with lot of monkeys on his back). Once that part is done as well, I look at their findings, review or tweak the document with more suggestion or ideas (based on my experience), and then forward it to client. Actually, by writing something you are unintentionally reading it one or more time per writing, and that’s where you brain is building the neural network accordingly. If you find any grammar or spelling errors, don’t report it back unless you have been asked so. If the document is referring to some screen or web-pages, open these screens, and look carefully at all the controls or objects on that web-page or dialog.
If you come up with more than 2 highlights per page, you can assume that you did a poor job in the previous pass. This also indicates one more round is due. For this Microsoft Word and few other word processor already do some pretty good job, and report fairly common mistakes. You can do this using the tool you use for development, or sometime it’s just more easy to do that using the Paintbrush (or whatever graphics tool you are comfortable with). In this article, monkey actually represent an assigned task, and William and Donald discuss how you can effectively move the monkey (tasks) between your subordinates to have more control on your project and do better time management than doing all the work yourself. In this pass, there are good chances that you will rewrite few sentences to make the more these clear or easy to read. Your goal should be to develop a clear understanding of all the requirements as you go in this pass. Ideal for team refreshers or one-to-one coaching and mentoring sessions why not call our Head Trainer, Anthony Maddalena?

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