Communication and Presentation Skills

GAZAL IBS,Hyderabad

Communication Skills

Food for thought

When I have talked in anger, And my cheeks were flaming red, I have always uttered something, Which I wish I had not said.

Communication Skills

What is there for the day

Well share knowledge Well have Fun Well Play Roles Well learn

Communication Skills

LETS DISCOVER THE POWER OF COMMUNICATION

Communication Skills

WHAT DO WE UNDERSTAND BY A SKILL?

Communication Skills

At the end of the workshop we will learn

 what is Good and what is Bad Communication  some basic skills to become a Good Communicator

Communication Skills

and also


to recognize & overcome barriers

 advantages of listening  to speak confidently  to communicate effectively

Communication Skills

Communication Skills

What is Communication art of getting your message across effectively through:

Spoken words first & simplest way Body Language can make or mar Written words reflects importance Visuals leaves greatest impact

Communication Skills

Research shows, communication is

55% body language

7% words

38% style

Communication Skills

Why Communication
to express our emotions achieve joint understanding to get things done pass on and obtain information reach decisions develop relationships

Communication Skills

Home Truths about Communication

Good Communication cant exist without honest listening We do not try HARD to get our message across We do not take advantage of various media available to us We all could improve our communication skills It cannot be perfected

Communication Skills

Three ways to think about communication

Communication as ACTION: the transmission of information from one person to another through the use of symbols and their accompanying meaning. Communication as INTERACTION: the exchange of information between two (or more) individuals through the symbols and their accompanying meaning. Communication as MEANING CONSTRUCTION: the process by which two or more individuals arrive at ostensibly shared (or common) meanings or understandings for symbolic actions.

Communication Skills

Some communication propositions

A. Communication occurs through the use of symbols and their accompanying meaning. B. All objects, events, persons, and actions can function as symbols for communication. C. Symbols do not possess inherent and universal meanings. D. Symbols possess objective (physical) properties; but meaning is inherently subjective and can only be inferred from the interpretation of symbols. E. The presumption of intentionality (i.e., conscious and deliberate symbolic action) is a prerequisite for communication.

Communication Skills

Importance Of Communication
Organizational / Functional:
greater information access and awareness

Improves coordination:
reduces logical gaps

Encourages cooperation:
helps bring everyone in the mainstream

Gives a direction:
to tasks and activities

Morale and empowerment

Communication Skills

.. Importance Of Communication
Decision making aid Speeds up the organizational processes Better focus on customer requirements Generates a greater sense of organizational commitment and involvement A problem solving tool: by clarity, preciseness and feedback

Communication Skills

Communication : The Flow

Channel Formulating Message Delivery

Sender
Feedback Response
Understanding

Receiver
Perception

Communication Skills

Types & Methods

Written Spoken Letters, Memos, Reports

Conversations, Interviews, Phone Calls, Requests Gestures Facial expressions, Actions, Voice Tone, Silence, Stance Visuals Photographs, Paintings, Videos, Film Multimedia Television, Newspaper, Magazines, Internet

Communication Skills

Ways & effects of Communication

Formal Less Flexible, More Accurate but less responsive (JAGRITI)

Informal

More Flexible, Less Accurate but responsive (Grapevine/Rumors)

Communication Skills

Flow of communication
At the workplace

* Upward
From employee to superior

* Downward
From superiors to the employee

* Lateral
From one employee to another

Communication Skills

Medium of Communication Memos E-mails Notices Company circulars In-house magazines Oral instructions

Communication Skills

Effective Communication
Is scarcer than quality water Is measured by results or actions Does not need to be very complex Is aimed at informing others Is complete and clear

Communication Skills

Barriers to effective Communication

Physical Barriers
Poor Health Sound/Knowledge Unsuitable Temperature Distractions

Communication Skills

Barriers to Effective Communication

Psychological
Attitude & Bias Lack of self Discipline Perception & Ego Low Emotional state

Communication Skills

Barriers to Effective Communication Personal Barriers

Your style and character (rude, polite, shy, outspoken) Preparation & presentation Lack of clarity (pronunciation, pitch, etc.) Lack of credibility Timing

Communication Skills

Barriers to Effective Communication Organisational Barriers

Culture Environment Size & structure Pace of activity

Communication Skills

Barriers to Effective Communication

Process Barriers
Channel/Medium Irrelevant Information loading Lack of Response or Feedback Inappropriate Questions

Communication Skills

How to overcome the barriers

For the sender For the receiver Be attentive Concentrate on the message Ask for clarifications wherever required Listen objectively Listen for body language Make notes if required

Be clear about the message to be sent Be precise and to the point Do not be verbose Use a language understandable to the receiver Write the message if required Request a feedback to ensure receipt of message

Communication Skills

Gateways to Communication
A barrier removed is a gateway created. We need to eradicate the neps from the fabric of our communication by practicing certain things. 1. Creating within one self the need and willingness to understand 2. Making the message appropriate to the receivers frame of reference ( speak the language of the listener)

Communication Skills

.. Gateways to Communication
3. Ability to describe others behavior without evaluating or interpreting. 4. Ask for feedback from the receiver 5. Reinforce communication by using more than one channel to convey the message (Verbal, written, nonverbal)

Communication Skills

Body Language

Facial Expressions Gestures Posture

Communication Skills

Body Language
Clearing throat, "whew" sound, Whistling, smoking, pinching flesh

Nervousness

covering mouth, jiggling money or keys, tugging ears, wringing hands.

Short breaths, "tsk" sound, tightly clenched hands, wringing hands, Fist like gestures pointing index finger rubbing hand through hair rubbing back of neck.

Frustration

Communication Skills

Body Language
Openness
Open hands, unbuttoned coat

Arms crossed, sideways glance, touchingrubbing nose, rubbing eyes, buttoned coat, drawing away

Defensiveness
Pinching flesh, chewing pen, thumb over thumb, biting fingernail

Insecurity

Communication Skills

Body Language
Cooperation
Upper body in sprinter's position, open hands, sitting on edge of chair, hand to face gestures, unbuttoning coat.

Steepled hands, hands behind back, back stiffened, hands in coat pockets with thumb out, hands on tapels of coat

Confidence

Communication Skills

Two basic groups of body language

OPEN/CLOSED and FORWARD/BACK

Communication Skills RESPONSIVE REFLECTIVE FUGITIVE COMBATIVE LET ME SPEAK finger tapping foot tapping staring AGGRESSIVE leaning forwards finger pointing fists clenched DEFIANT (standing) hands on hips frown LYING touches face hand over mouth pulls ear eyes down glances at you shifts in seat looks down and to left

LISTENING BORED ENGAGED head tilted staring into space leaning forward lots of eye slumped posture open body contact doodling open arms nodding foot tapping open hands high blink rate LET ME GO EAGER EVALUATING feet towards door (sprint position) sucks glasses/ looking around open legs pencil buttoning jacket feet under chair strokes chin REJECTION on toes looks up and right sitting/moving back leaning forward legs crossed in arms folded READY TO 4 pos. legs crossed 11 pos AGREE (ankle on knee) (thigh on knee) head closes papers ATTENTIVE down frown pen down (standing) DEFENSIVE hands flat on table arms behind back (standing) smile open feet feet pointing in hands clenched

Communication Skills

SPEAKING SKILLS

Communication Skills

Speaking
A wise man reflects before be speaks; a fool speaks, and then reflects on what he has uttered.
- French Proverb.

Communication Skills

While Speaking
Take initiative Be polite Be pleasant (smile, jokes) Be clear and concise (tone, accent, emphasis, pronunciation) Cite negative opinions honestly, but in a positive manner Seek Feedback

Communication Skills

While Speaking over phone

Write down in advance what you want to say and in what order Smile Speak slowly Always be polite and friendly For long messages, follow a script Get confirmation Monitor your time

Communication Skills

WRITING SKILLS

Communication Skills

Clarity in Writing

Rs 1000000000 Rs. 10,00,00,000/Rs. 10 Crore

Communication Skills

While Writing
& Plan what you want to say in your letter/ report & Reread the letter when you have finished & Check spelling & punctuation, then send & Use simple language avoid ambiguous words

Communication Skills

While Writing
& KISS (Edit the letter by cutting ruthlessly). & Be kind to others eyes (font size, clarity) & Be creative (use tables, graphs) & Use the language YOU are better at

Communication Skills

Keep in mind while writing

Visualize the reader when you are writing Dont write unbroken paragraphs Use numbered paragraphs to make cross-referencing easier Punctuation plays the role of body language in writing

Communication Skills

Keep in mind while writing

Use headings and subheadings. Use ruled sheets instead of plain ones. Dont print without thoroughly checking your sources.

Communication Skills

LISTENING SKILLS

Communication Skills

Listening why is it important?

45%

Speaking

30%

16% 9%

Communication Skills

Objective of Listening is
to to to to receive information understand effectively enhance clarity empathize

Communication Skills

So, while Listening

Avoid distractions Do not interrupt unnecessarily Be active (show interest) Paraphrase what youve heard Throw an echo

Communication Skills

What Listening Looks like...

The Listener keeps looking at the speaker

The Listeners body is in open position

The listener is smiling with a pleasant & encouraging expression Listener looks relaxed but alert, neither tense nor slouching Listener utters humming sounds

Communication Skills

What it takes to be a good listener

Ability to concentrate genuine desire to understand the other persons point of view Sensitivity to needs, emotions and body language Humility: You might have a point of view and I respect you A belief that other people are important and worth listening to.

Communication Skills

How to be a good listener

Know your power as a listener Ask questions Reflect feelings Let your body give reassuring messages Know your prejudices Avoid making snap judgements Avoid anger

Communication Skills

The Art of Listening

Poor Listeners The fidget : Why are you telling me ? The aggressive listener : tries too hard and as a result scares people. The pseudo - intellectual : hears only ideas and not the emotions behind them The passive listener : :I agree with whatever you say The inaccurate listener :I cant concentrate

Communication Skills

Importance Of Feedback
Feedback is necessary to check the effectiveness of the communication. Feedback helps reflect upon how well the message has been encoded, transmitted and understood. Feedback helps make mid-course correction if found required. - in terms of action : changing strategy - in terms of communication : changing message

Communication Skills

Give feedback when

Someone asks for your opinion Work errors occur frequently A coworkers habits disturb you A coworkers behavior has negative consequences There are unresolved problems and other ideas you may have thought of
Constructive feedback focuses on facts not people, solving problems instead of placing blame, and strengthening relationships instead of being right

Communication Skills

How to take Feedback

ask for it you are the sender or offer it if you are the receiver observe evaluate the results achieved as against the objectives set be objective while giving or receiving it focus on the task and performance aspects not the individual s personality

Communication Skills

Obstacles to giving constructive feedback

What makes it hard to give constructive feedback? Take a few moments to write down some of your thoughts

Communication Skills

Obstacles to giving constructive feedback

Separating the person from the problem Others becoming defensive or angry Fear of negative consequences (especially if the other person is a supervisor) Dealing with potential conflict (especially if the other person is aggressive) Avoiding hurt feelings Preserving relationships Not having all the facts and jumping to conclusions Choosing the right time so that the other person is most receptive and other ideas you may have thought of

Communication Skills

Communication Skills

Official Communication
1. Flow : vertical/horizontal/cross 2. Content : top-down are in the form of orders or directives bottom-up are in the form of feedback or complaints 3. Through a proper channel : Who is the end audience? Who should know first ? What should the network be ? 4. Information is power. One who has the authority to communicate is considered powerful.

Communication Skills

How to write memos that work

Begin with planning. - what are the facts ? - what do they mean ? - what do I do now ? Write short and to the point sentences Write in the second person Use memos to summarize group decisions, to list individual assignments and deadlines Adopt a conversational style Use the B - E - T method to help strengthen your memos content i.e. - B = Bottom line - E = Evidence -T = tasks Always keep your memos brief and precise

Communication Skills

PRESENTATION SKILLS

Communication Skills

What is a presentation
A method of communicating with an audience by explaining or discussing on particular subject(s) aided by different tools

Preparing for a presentation

Collect and collate data regarding the subject and related areas Speak to experts in that subject for their ideas Incorporate related practical examples, role plays etc Identify the target audience Prepare the transparencies and arrange for the tools/aids Check for errors and correct them Practice

Communication Skills

While Presenting
Research (find out facts & figures) Prepare (Introduce, Discuss, Conclude) Rehearse Be confident Present Use proper media

Communication Skills

Making effective presentations

Points to be kept in mind Be clear about the subject and the purpose of the same Collect accurate data and information on the subject Collect data on related topics and areas Use language understood by the audience Frame your presentation around the target audience Involve the audience by asking questions or games Do not remain fixed at one position, move while speaking Use gestures and expressions to drive the point home Use presentation aids to generate interest and present data Note critical points on a small note pad for ready reference Provide a list of reference books, articles etc and handouts Take a feedback at the end

Communication Skills

Tools for effective presentations Transparencies Overhead projector Audio Visual facilities Handouts Computer aided presentation - Power Point, CD ROM Role plays, case studies, quizzes

Uses
An effective method of putting ideas across in a comprehensive manner - Proposals - Training of employees - Assignments to be submitted

Communication Skills

Communication Ethics
If intimation is power, and if we have information, then we must respect and handle our communication with restraint. Key Points: maintain confidentiality confidential information is trust reposed Confidential information is trust betrayed certain information is `need to know - the job demands it, certain information is `desire to know - it may help in my job, and certain information is `desirable to know, it may increase my power, fame and status. Gossiping or bitching - is like `stabbing in the back

Communication Skills

Communication Ethics
Ownership of information - Permission of the owner is a must before using it. Knowledge of information vs. use of information having information does not mean you can use it. Communication must flow through a proper channel cutting across a channels causes heartburns, hurt and misunderstandings Timing and place - be careful and sensitive to it.

Communication Skills

Managerial requirements for communication

A. Managerial communication skills are used for: Work facilitation To inform, instruct and guide Interpreting employee non verbal communication Motivating subordinates Breaking employee barriers and mindsets Developing better interpersonal relations As a bridge between subordinates and superiors

Communication Skills

5 styles of communicating to manage conflicts

Go for it Run Away You feel confident but uncooperative You dont feel confident or cooperative You feel cooperative but unconfident You feel partly cooperative & confident Mutual Cooperation & Confidence You win and other person loses You lose You let the other person win You both win a bit and lose a bit You help one another to win

Yes, Boss Lets Trade

Lets both win

Communication Skills

Some final guidelines

Practice active listening, listen for facts and feelings, content and intent. Identify barriers to good listening - and knock them down. Guide conversations with "open" and "closed" questions. Defuse difficult situations; encourage participation; Build empathy and check understanding. Read and use body language effectively. Speak effectively and persuasively.

Communication Skills

I HEAR, I forget I SEE, I remember I DO, I understand

THANK YOU