Presentation and Communication Skills
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Transcript of Presentation and Communication Skills
Presentation and Communication Skills
Course Code : 10B11PD111
Course Credit : 3
Contact hours : 3
Listening is the key to effective communication.
Difference between
Presentation and Communication
What is communication?
It is the process by
which meanings are
exchanged between people
through the use of
common set of symbols.
It is the process by
which meanings are
exchanged between people
through the use of
common set of symbols.
Definition
Presentation
“Something set forth to an audience in a
formal environment for the attention of the
mind to get a desired effect”
Importance of Communication
Getting jobs you want
Gaining Promotions
Providing Leadership
Being productive on the job
Relating Positively to Others
Assuring the Success of your Organization
7 Cs of Communication
• Completeness• Conciseness• Consideration• Concreteness• Clarity• Courtesy• Correctness
The 7 Cs of Communication COMPLETENESS
Please meet me. (check for ‘5 W’ questions)
CONCISENESSin close proximity to (avoid) nearbypursuant to your enquiry (avoid) as you requested
CONSIDERATIONI want to express my sincere thanks for the good words.(Avoid I attitude)Thank you for your kind word.(Adopt You attitude)
CONCRETENESS
Goods are soon being dispatched. (vagueness)
Goods will be dispatched on 2nd July. (concreteness)
CLARITY
at all times (avoid) always
revert back (avoid) revert
during the year 1997(avoid) during 1997
COURTESY
Thank you for the prompt reply.
CORRECTNESS
Patterns of Business Communication
Internal or external
Formal or Informal
Work related or personal
More Patterns of Business Communication
Vertical (upward or downward)
Horizontal
Serial
Network
Grapevine
Communication Types and ChannelsCommunication Types and Channels
VerbalVerbalNon VerbalNon Verbal
Oral Written Sign Language Body LanguageBody Language
VisualSigns
VisualSigns Audio
Signs
Audio Signs
Communication Process
The communication environment includes the
sender, the message, the receiver, feedback,
and communication barriers.
Elements In Communication
SenderSender ReceiverReceiverMessage
Channel
Feedback
The Communication ProcessBasic Model
2.Sender
encodes idea in
message
2.Sender
encodes idea in
message
3.Message travels
over channel
3.Message travels
over channel
1.Sender
has idea
1.Sender
has idea
4.Receiver decodes message
4.Receiver decodes message
6.Possible additional
feedback to receiver
6.Possible additional
feedback to receiver
5.Feedback travels
to sender
5.Feedback travels
to sender
Communication Barriers Word choice, Punctuation, spelling, grammar, and sentence
structure Type of message; Appearance of the sender or the message Environmental factors; Physical distractions Receiver capability; listening Bypassing Limited frame of reference Emotional interference Ego involvement Fear of reprisal for honest communication Turf wars
Word Choice Denotative Versus Connotative Meaning
Word Possible MeaningsAssertive Energetic, PushyCompromise Adjust, Give inFunny Humorous, Unusual
IdiomGeneral Idioms Business IdiomsDrop me a line. Jenny is saddled with debt.You’re pulling my leg. It’s just a ballpark estimate!He’s born with a silver spoon. Will you crunch the numbers?
Implications and Inferencese.g. My work is undervalued.
Barriers That Block the Flow of Information in Organizations
Closed communication climate Top-heavy organizational structure Long lines of communication Lack of trust between management and
employees Competition for power, status, rewards
"TANJOOBERRYMUTTS" ...
By the time you read through this YOU WILL UNDERSTAND "TANJOOBERRYMUTTS" ...and be ready for China. In order to continue getting-by in China, we need to learn English the way it is spoken...... Practice by reading the following conversation until you are able to understand the term "TANJOOBERRYMUTTS". With a little patience, you'll be able to fit right in. Now, here goes... The following is a telephonic exchange between maybe you as a hotel guest and room-service today......
Room Service : "Morrin. Roon sirbees."
Guest : "Sorry, I thought I dialed room-service. "
Room Service: "Rye . Roon sirbees...morrin! Joowish
to oddor sunteen???“
Guest: "Uh..... Yes, I'd like to order bacon and eggs."
Room Service: "Ow ulai den?"
Guest: ".....What?? "
Room Service: "Ow ulai den?.Pryed, boyud, pochd?"
Guest: "Oh, the eggs! How do I like them? Sorry..
Scrambled, please."
Room Service: "Ow ulai dee bayken ? Creepse?" Guest: "Crisp will be fine." Room Service: "Hokay. An sahn toes?" Guest: "What?" Room Service: "An toes. ulai sahn toes?" Guest: "I.... Don't think so.." Room Service: "No? Udo wan sahn toes???" Guest: "I feel really bad about this, but I don't know what 'udo wan sahn toes' means." Room Service: "Toes! Toes!...Why Uoo don wan toes? Ow bow Anglish moppin we botter?" Guest: "Oh, English muffin! !! I've got it! You were saying 'toast'..Fine...Yes, an English muffin will be fine." Room Service: "We botter?"
Guest: "No, just put the bottor on the side." Room Service: "Wad?!?" Guest: "I mean butter... Just put the butter on the side." Room Service: "Copy?’’Guest: "Excuse me?" Room Service: "Copy...tea...meel?" Guest: "Yes. Coffee, please... And that's everything." Room Service: "One Minnie. Scramah egg, creepse bayken , Anglish moppin, we botter on sigh and copy ... Rye ??" Guest: "Whatever you say." Room Service: "Tanjooberrymutts. " Guest: "You're welcome"
Remember I said "By the time you read through this YOU WILL UNDERSTAND 'TANJOOBERRYMUTTS”!!! and you do, don't you!
A Classic Case of Miscommunication
In Center Harbor, Maine, local legend recalls the day when Walter Cronkite steered his boat into port. The avid sailor was amused to see in the distance a small crowd on shore waving their arms to greet him. He could barely make out their excited shouts: “Hello Walter, Hello Walter!”
A Classic Case of Miscommunication
As his boat came closer, the crowd grew larger, still yelling. Pleased at the reception, Cronkite tipped his white captain's hat, waved back, even took a bow. But before reaching dockside, Cronkite's boat abruptly jammed aground. The crowd stood silent. The veteran news anchor suddenly realized what they'd been shouting: “Low water, low water!”
Analysis of Flawed Communication Process
Analysis of Flawed Communication Process
Sender has idea
Warn boater
Sender has idea
Warn boater
Analysis of Flawed Communication Process
Sender has idea
Warn boater
Sender has idea
Warn boater
Sender encodes message
“Low water!”
Sender encodes message
“Low water!”
Analysis of Flawed Communication Process
Sender has idea
Warn boater
Sender has idea
Warn boater
Sender encodes message
“Low water!”
Sender encodes message
“Low water!”
Channel carries message
Message distorted
Channel carries message
Message distorted
Analysis of Flawed Communication Process
Sender has idea
Warn boater
Sender has idea
Warn boater
Sender encodes message
“Low water!”
Sender encodes message
“Low water!”
Channel carries message
Message distorted
Channel carries message
Message distorted
Receiver decodes message
“Hello Walter!”
Receiver decodes message
“Hello Walter!”
Barriers That CausedCronkite Miscommunication
Frame of reference
Language skills
Listening skills
Receiver accustomed to acclaim and appreciative crowds.
Maine accent makes "water" and "Walter" sound similar.
Receiver more accustomed to speaking than to listening.
Barriers That CausedCronkite Miscommunication
Emotional interference
Physical barriers
Ego prompted receiver to believe crowd was responding to his celebrity status.
Noise from boat, distance between senders and receivers.
Which of these barriers could be overcome through improved communication skills?
Overcoming Communication Barriers
Realize that communication is imperfect.
Adapt the message to the receiver.
Improve your language and listening skills.
Question your preconceptions.
Plan for feedback.
MISCOMMUNICATION IN
PRODUCT EVOLVEMENT
As Marketing Requested It
As Sales Ordered It
As Engineering Designed It
As Production Manufactured It
As Maintenance Installed It
What the Customer Wanted
Facilitating Communication Positive Attitude
Improve it
Help others in improving theirs
Maintain good relationships
Bring in creativity in communication
Accept the reality of miscommunication and work to minimize its negative impacts
Message AnalysisBill, thanks for recomending that I attend the defective
righting seminar at Ross College. It was out standing?
The segment of the seminar I found more useful was the part
explaining how to write from the I-viewpoint. Today’s
business world is vary competitive, an focusing on the sender
can give you the edge you need to maintain favorable relatives.
Youll agree, I’m sure that my massages have improved all
ready. I give you partial credit for the change. Lunch at The
Derby Deli next weak will be my treat.