Communication Skills - Basic-2008
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Transcript of 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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amm,Real_t&d : caps 3
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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amm,Real_t&d : caps 5
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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amm,Real_t&d : caps 8
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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amm,Real_t&d : caps 9
COMMUNICATION AND PRESENTATION SKILLS
COMPRISE OF.
ORAL COMMUNICATION SKILLS
WRITTEN COMMUNICATION SKILLS
EFFECTIVE LISTENING
PRESENTATION SKILLS
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amm,Real_t&d : caps 10
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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amm,Real_t&d : caps 17
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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amm,Real_t&d : caps 63
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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amm,Real_t&d : caps 73
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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amm,Real_t&d : caps 81
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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amm,Real_t&d : caps 94
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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EFFICIENT EDITING FIVE TIPS
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.
EFFICIENT EDITING FIVE TIPS
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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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