communication skills - basic-2008

8/6/2019 Communication Skills - Basic-2008

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amm,Real_t&d : caps 1

COMMUNICATION SKILLS - BASIC

Anand Mehta


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COMMUNICATION IS CENTRAL TO

OUR WORK AND PERFORMANCE

NPC STUDY ON FACTORS RESPONSIBLE FOR LOW P

Human Related 35%

Communications .. 30%

Structure 15%

Resource Availability 8%

M/c & Eqpts. 8%

Others 4%

The nucleus of communications is in OFFICE and

OFFICE is the control centre of any organisation.


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COMMUNICATION

COMMUNICATION BUILDS BRIDGES;MISCOMMUNICATION ERECTS WALLS

COMMUNICATION IS INTERPERSONAL

COMMUNICATION THROUGH WORDS, PICTURES & BODYLANGUAGE

COMMUNICATION SKILL LIES IN THE DEPTH OFLISTENING SKILLS

COMMUNICATION SKILL CAN BE DEVELOPED.


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ALL COMMUNICATIONS IS PURPOSIVE

ORAL - To elicit desired response

To earn an Audience

WRITTEN - To facilitate decisions / actions

To earn a Reader

IN CASE OF BUSINESS WRITING, THE PURPOSE CAN BE

MEMO - For meeting, for interview

LETTER - To respond to a query

PROPOSAL - To persuadeREPORT - To present a case ( Issues / analysis /

solution / action sought)

WHICH OF THESE EARN A READER?


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A FRIEND TO HIS WIFE FROM

A HILL STATION

MY DEAREST,

This place is so romantic and

lovely. I only wish you were her to

share my joy

Yours loving

..


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COMMUNICATION Contd.

AN ELEMENT OF A SET THAT WHEN

ADDED TO ANY OTHER ELEMENT IN

THE SET PRODUCES A SUM

IDENTICAL WITH THE ELEMENT TO

WHICH IT IS ADDED

SIMPLE

PRECISE

CLEAR


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COMMUNICATION Contd.

IN THE NUTS (UNGROUND, OTHER THAN

GROUND NUTS) ORDER, THE

EXPRESSION NUTS SHALL HAVE

REFERENCE TO SUCH NUTS, AS WOULD

BUT FOR THIS AMENDING ORDER, NOTQUALIFY AS NUTS (UNGROUND, OTHER

THAN GROUND NUTS) BY REASON OF

THEIR BEING NUTS (UNGROUND)


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COMMUNICATION AND PRESENTATION SKILLS

COMPRISE OF.

ORAL COMMUNICATION SKILLS

WRITTEN COMMUNICATION SKILLS

EFFECTIVE LISTENING

PRESENTATION SKILLS


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IMPORTANCE OF COMMUNICATION

IT IS COMMUNICATION WHICH

FORMULATES COMPANYS PLANS

IMPLEMENTS THE PLANS

GENERATES RESULTS

IS LIKE A GLUE TO HOLD ORGANISATION TOGETHER

INTRODUCES CHANGE

IS RESPONSIBLE FOR EXTERNAL ENTERPRISE RELATIONSHIP

IS RESPONSIBLE FOR MOTIVATING SUBORDINATES, PERSUADING,COUNSELLING, INFLUENCING EMPLOYEES.

LEADS AN ENTERPRISE TO SUCCEED


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ARE YOU GOOD AT COMMUNICATION?

SELF SCORING EXERCISE


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BARRIERS TO EFFECTIVE COMMUNICATION

TECHNOLOGICAL FACTORS INTRA PERSONAL FACTORS

LANGUAGE INDIVIDUAL DIFFERENCES IN

COMMUNICATION SKILLS (CSI)

MEDIA EFFECTIVENESS SELECTIVE PERCEPTION

STRUCTURAL FACTORS INTER PERSONAL FACTORS

STATUS CLIMATE

GROUP SIZE TRUST

SERIAL TRANSMISSION CREDIBILITY


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INTERPRETATION OF YOUR

COMMUNICATION STYLE

DIRECT To the point; blunt

Getting results; dont listen

Straight forward

Directing; reactive Challenging

Stimulative

AFFILIATIVE* Talks according to need of listener

* Talks with pause

* Sincere, cooperative with others

* Calm; friendly

TALKATIVE

* Enthusiastic

* Subjective

* Friendly; wants to be with

people* Overselling; out going

* Talks too much


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INTERPRETATION OF YOUR

COMMUNICATION STYLE contd.

DYNAMIC

* Likes surprises

* Seeks knowledge

* Tentative; open

* Innovative; Creative

* Brings about change

ORGANISED

Goes to great details

Methodical

Logical, Agenda based

Fact oriented

Controlled


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ANAND MEHTA

2007


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DANIEL WEBSTER SAYS :

If all my possessions were taken away from me with one

exception, I would retain the POWER OF EXPRESSION

for by it, I would regain whatever I lost


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COMMUNICATION

Through communication we tell the world

THIS IS ME

So, make it the best message we can.


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THE COMMUNICATION CHANNEL

Sender Receiver


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THE FEEDBACK CHANNEL

Be Clear in what you want to communicate. Ensure thatthe message has been Clearly and Correctlyunderstood.

Sender Receiver


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METHODOLOGY

The Confucius Dictum

When I Read I Think,

When I see I Remember

But

When I do I Understand.


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MURPHYS LAW

If something can go wrong it will! The only way to

beat Murphys Law of Business Presentations is with

the 3Ps

* Preparation

* Preparation &

*Preparation

OConnors CorollaryMurphy was an Optimist !


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ROUTE MAP

ORGANISING YOUR PRESENTATION

3Ws

Matter

Structure

DELIVERING YOUR PRESENTATION

Nerves

Opening & closing Bang


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ORGANIZING

YOURPRESENTATION


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ORGANIZING YOUR PRESENTATION

The 3 Ws

- WHY

- WHAT

- WHO


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WHY TO WHAT?

Whatever the answer, keep asking why? In other words

- What is the objective I wish to achieve?

- What is happeningnow that I wish to change orclarify?- What will I accept as evidence that I have succeeded?

- What must the audience door think at the end?

until it becomes obvious WHAT your essentialmessage is.


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WHAT?

Answering the question why? properly will tellyou what your main messages should be. Butyour audience will neither want nor be able toabsorb more than

What should be the flow? The sequence, the

focus..


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WHO?

Once you know exactly why you are going tomake the presentation and what your keypoints will be, you must ask

Who will be in the audience?

so as to customize your message and makeit stick.


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THE 3 Ws, contd.

To winoverotherspeakers youneed a VEHICLE to carry yourmessage to the audience.

Afterall, ifyourpresentationis not memorable why bother tospeak?

Good vehicles include :

- A device to link key messages togetherand helpretention (an example is BOMBER B)

- An analogy orexample to make a bridge between yourmessages and the audiences experience

- A series ofslides to package yourmessages.


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THE 3 Ws, contd.

WIFM

Who are the participants? Level? Background?

What do they already know about the subject?

Are they really interested? (if not, I will have to create

the interest)

What are their W.I.F.Ms?! (Whats In it For Me?)

How fast can they absorb what Im saying?

What do they expect me to say?

What is their mind-set? (Prejudices, attitudes, belief)


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MATTER

Preplanning- Audience

- Audience Expectations

- WIFM

- Special Factors or Cautions

Attention

- Secure Early attention

- Establish Audience Rapport

- Highlight Roadmap


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MATTER Contd.

INTEREST- Key points

- Focus on Features / Benefits

- Heighten Audience Awareness

- Bridge into main Body

DESIRE

- Expansion of Key points

- Explanation by Example- Refocus on Benefits involved

- Bridge into closing remarks.


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.

Bridge * Make a bridge between each keymessage and the participants needs(WIFMs)

Examples * Give frequent examples to help theaudience visualize what you mean

Recap * Be sure to summarize and conclude

Bang * Always finish with a CLOSING HOOK

STRUCTURE Contd.


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DELIVERING YOUR PRESENTATION


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THE MURPHY MONKEY


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THE MURPHY MONKEY Contd.

As you start to speak, he pulls at your vocal chords and

dries up your saliva. He pushes your eyes to the floor,

makes your arms feel 10 meters long and attaches a pieceof elastic to your belt pulling you back to the table or wall

behind you.


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PUTTING OFF THE MONKEY

A question, a show of hands, a short icebreaker

(participants introductions, an exercise or quiz etc) a

discussion, avolunteer or simply a reference to one or

more of the participants all these are ways of putting the

monkey on their backs for a few moments.


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THE OPENING BANG

Your audience has almost always something better to

do with their minds than to listen to you. In order to

show respect and make them want to hear you out.

*A dramatic statement

* A humorous anecdote

Always Startwith a

Bang!


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THE FINAL BANG Contd.

An unexpected action or happening

Simply a determined Thank you for your attention

An Invitation for Questions

End Again


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THE FINAL BANG Contd.

Imagine . that each presentation is a gift for the

audience. If the vehicle and the structure are the

wrapping the ending bang is the ribbon!


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WORDS

Choose your words with care, being as honest as

possible, otherwise your body language may contradict

you.


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PLATFORM SKILLS Contd.

Pause often

Use humor. A laughis worth a thousand frowns!. It keeps theaudience active

Be enthusiastic. Ifyou are not, why should they be?


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LIGHT HOUSE TECHNIQUES

Sweep the audience with your eyes staying only

2-3 seconds on each person-unless in dialogue.

Use light house technique. The lighthouse keepsthe sailors awake by its regular sweeping flash

of light.

Avoid looking at one member of the audience or

at a fixed point on the wall or floor.


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TIMING Contd.

Always stick to the schedule whatever theconsequences. Over-running on a presentation is

always bad because :

- the senior participants will conclude thatyou cant plan and worry about the schedule.

- your fellow speakers will resent you taking their

time.

- non-speaking participants will stop listening and

start thinking about coffee or lunch or their holiday.


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MANNERISMS

Dont be tempted by manual props (pens, pointers,

spectacles etc.)

Be aware ofyourTakiya Kalams and work oneliminating them (I.e. OK! You know and soforth

Now.)


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PROPER COMMUNICATION MEANS

- RIGHT LANGUAGE

- RIGHT SYMBOLS

- RIGHT MEDIUM

ALWAYS REMEMBERING THE NEEDS ANDEXPECTATIONS OF THE RECEIVER.


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LANGUAGE

MUST BE PERFECT

IF NOT, THEN WHAT IS SAID IS NOT WHAT IS MEANT;IF WHAT IS SAID IS NOT WHAT IS MEANT; THEN WHAT

OUGHT TO BE DONE REMAINS UNDONE.


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YOUR VOICE


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YOUR VOICE

PROPER BREATH SUPPORT IS THE FOUNDATION OF A

GOOD VOICE

THE WAY YOU EXHALE IS WHAT COUNTS PRACTICE

PROJECT YOUR VOICE DO NOT SHOUT

BE A SMOOTH TALKER


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MUMBLING (LAZY LIPS AND LAZY MIDDLE MUSCLES)

PRACTICEADMINISTRATION HEREDITARY

BEAUTIFUL NON REPRESENTATIONAL

EXUBERANCE THEORITICALDEPENDABILITY WHIMSICALITY

JOCULARITY FERTILIZATION

MONOSYLLABIC OVERWHELMINGLY

VELEDICTION REGENERATIVE

YUGOSLAVIAN


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YOUR VOICE

TAKE 3 DEEP BREATHS BEFORE

STARTING


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IMAGES Use at least one IMAGEorICON onevery transparency

COLOUR Use at least 2-3 colors on every

transparency

KISS Key words only

1 topic per transparency

Six lines preferablySix words per line preferably

PLANNING A TRANSPARENCY Contd..


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A GOOD SPEAKER


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A GOOD SPEAKER

IS LIVELY, INTERESTED, ENTHUSIASTIC, VITAL

FEELS ALIVE, SEES HIS AUDIENCE AS LIVING PEOPLE

IS INTERESTED IN HIS TOPIC AND CONSIDERS IT IMPORTANT FORAUDIENCE

IS CONSCIOUS OF LISTENERS TIME; HAS SENSE OF RESPONSIBILITYTOWARDS THEM.

HAS SENSE OF LEADERSHIP; STANDS UP TALL, TALKS EYE TO EYE,SPEAKS WITH AUTHORITY

IS POSITIVE, FRIENDLY, STRAIGHT FORWARD

TRIES TO BE BALANCED.

KEEPS HIS SENSE OF HUMOUR.


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CO C O


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WRITTEN COMMUNICATION

WE EXPRESS OUR KNOWLEDGE, IDEAS,

INSPIRATIONS AND EVEN EMOTIONS THROUGH

WORDS.

WE GENERATE VOLUMES OF WRITTEN MATERIAL

EACH DAY SOMETIMES TO HAVE A LIFESPAN OF

FEW MINUTES, FEW HOURS, A DAY, A WEEK, A

MONTH OR A YEAR. AT OTHER TIMES THESE

DOCUMENTS MAY FIND AN ETERNAL PLACE.


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WRITING IS A COMPETENCE

WHICH CAN BE ACQUIRED


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EFFECTIVE TONE


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EFFECTIVE TONE

SHOULD BE NATURAL AND CONVEY COOPERATION

SHOULD DEMONSTRATE MUTUAL RESPECT,SINCERITY AND COURTESY

SHOULD AVOID WORDS THAT SOUND HARSH OR

ACCUSING.


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POSITIVE & NEGATIVE LANGUAGE


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Avoid writing letters or memos when you are angry. Emphasize

positive aspects.

Negative :When I received your complaint, I checked our records.

Positive : When I received your letter, I checked our records.

Negative :I am sending a replacement for the faulty coil

Positive : I am sending a new coil that is guaranteed for one year.

Negative :To avoid further confusion and misunderstanding, our sales

representative will visit your office and try to straighten out your

order.

Positive : To ensure that your order is handled properly, our sales

representative will visit your office.


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EFFICIENT EDITING FIVE TIPS


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1. ALLOW DRAFT & THE WRITER A COOLING PERIOD

2. * EDIT FIRST FOR OVERALL ORGANISATION OF

THE DOCUMENT FOR COHERENCE e.g. stop wherethe story seems to get lost, missing ideas.

* If good summarizing topic sentences are insertedin the beginning, several sentences or whole

paras can be scratched.



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EFFICIENT EDITING FIVE TIPS Contd.

3. EDIT SENTENCES AND POLISH

* Question awkward or unclear sentences remove /modify.

* Check spellings, grammar & choice of words

* Break up long sentences into short crisp sentences.

4. TAKE ADVANTAGE OF IT TOOLS

5. PLAN LAYOUT FOR READABILITY

* Plan for White Space (Blank areas on a page)

* Avoid Narrow Margins (2.5 cm on right, 3 cm on left)* Paragraph Frequently

* List within text using bullet points


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EFFECTIVE WRITING


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EFFECTIVE WRITING(A FEW BUZZ WORDS) Contd.

S - SPARK IMAGINATION, CREATE CURIOSITY

A - ANNOUNCE PURPOSE

L - LIST BENEFITS AND ADVANTAGES

E - EXPRESS OPINION

S - SPECIFY ACTION


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