Understanding communication Work team communication Planning the presentation Delivering the presentation

Understanding communicationWork team communicationPlanning the presentation

Delivering the presentation

Communicating in organizations

The components of communication

Verbal communication

Directions of communication

Barriers to communication

Ethics and communication

The problem

“The greatest problem in communication is the illusion that it has been accom- plished.”

— George Bernard Shaw

324/02/2011 MDP-Powerful Business Communication

The components of communication

StimulusFilterMessageMediumDestination

4

Feedback


Verbal communication

5

Oral

Videoconferences

Presentations

Phone calls

Meetings

One-on-one conversations

Written

Miscellaneous

Reports

Email

Letters

Memorandums


Formal communication network

6

Downward

CEO

VP-1

MGR-1 MGR-2

VP-2

MGR-3 MGR-4

Upward

Horizontal

Cross-Channel


The grapevine is ...Business relatedAccuratePervasiveRapidMost active during changeNormal


Verbal barriersInadequate knowledge or vocabulary

Differences in interpretation

Language differences

Inappropriate use of expressions

Overabstraction and ambiguity

Polarization824/02/2011 MDP-Powerful Business Communication

Nonverbal barriersInappropriate or conflicting signals

Differences in perception

Inappropriate emotions

Distractions


Ethics and communicationDefamationSlanderLibelInvasion of privacyFraudMisrepresentation


Communicating in work teams

Nonverbal communication

Communicating in diverse communities

Listening

Business meetings

Business etiquette

Can conflict be constructive?Makes us more aware of problems

Encourages change

Makes life more interesting

Increases the quality of the decision making

Helps us understand ourselves better

Increases our self-confidence


Initial group goalsGet to know one another.

Work out decision-making issues.

Set ground rules.


Giving constructive feedback

Need for feedback

Positive and negative

How to give


How to give feedbackBe descriptive.

Don’t use labels.

Don’t exaggerate.

Speak for yourself.

Use “I” statements.


Team writingAssign tasks and develop a

schedule.

Meet regularly.

Draft the document.

Revise the draft.


Commenting on peer writingRead first for meaning.

Assume the role of reader—not teacher.

Point out the good and the bad.

Use “I” language.

Comment sparingly.


Emphasize the writer for positive comments; emphasize the text for negative comments.

Involve the writer.

Don’t take over the text.


Nonverbal communicationBody movement

Physical appearance

Voice qualities

Time

Touch

Space and territory


20

Public12' -

Communication zones Communication zones

Social4' - 12'

Personal18" - 4'

Intimate 0 - 18"


21

When communicating When communicating across culturesacross cultures

Maintain formality.

Show respect.

Communicate clearly.

Value diversity.


How do we differ?

EthnicityGenderDisabilitiesOther?


Keys to better listening

23

Give the speaker your undivided attention.

Stay open-minded.

Don’t interrupt.

Involve yourself.


Planning the meetingIdentify your purpose.

Determine whether a meeting is needed.

Prepare an agenda.

Determine who should attend.

Determine logistics.


Acting professionallyMeeting and greeting

Dining

Giving gifts

Dressing appropriately

Around the office


26

Describe the role of business presentations.

Plan and write a presentation.

Plan and deliver a team presentation.

Plan and deliver a video presentation.

Plan and deliver other types of presentations.

Part III: Planning the Part III: Planning the business presentationbusiness presentation


Advantages

Immediate feedback

Impact

Control

Less work for audience


Disadvantages

Impermanence

Expense

Limited audience size

Speaker-controlled pace


29

ExplainingExplainingPersuadingPersuading

Motivating Reporting

PurposePurpose


How formal?The stakes

Audience size

Audience opposition

Need for repeat performances

Complexity

Cultural expectations of audience


Use an outline—not a script

Absenteeism Rate—Slide 1Absenteeism Rate—Slide 14.7% first 6 mo4.7% first 6 mo

5% higher than last yr5% higher than last yr 14% increase in 3 yrs14% increase in 3 yrs

Industry average = 3.6% (steady)Industry average = 3.6% (steady)


32

ReportingTelling what happened at the OSHA

meeting last week

ExplainingShowing how to complete the new

expense report forms

PersuadingConvincing the executive committee to

adopt a tuition-reimbursement plan

MotivatingInspiring the employees to volunteer to

become a Big Brother or Big Sister


The openingQuote a well-known personAsk a questionPresent a hypothetical situationRelate an appropriate storyGive a startling factUse a dramatic prop or visual

aid


Choose a logical sequenceCriteriaDirect sequenceIndirect sequenceChronologyCause/effect/solutionOrder of importanceElimination of

alternatives


Work-team presentations

Assignment of rolesLeader responsibilitiesUnity and coherenceIntroductions and transitionsNonspeaker roles


Video presentationsClothes and makeupPosture, gestures, and movementEye focusVisual aidsOperating the camera


Other business presentationsImpromptu remarks

Introductions

Special recognitions


38

Develop effective visual aids.

Develop effective audience handouts.

Practice the presentation.

Deliver the presentation.

Critique your performance as a presenter.

Part IV: Illustrating & Part IV: Illustrating & delivering the business delivering the business presentationpresentation


Overhead transparenciesGood quality

Low cost

Easy to use

Easy to prepare

Easy to update


35-mm slidesExcellent quality

Moderate cost

Moderately easy to use

Moderately easy to prepare

Moderately easy to update


Electronic presentationsGood quality

Moderate cost

Difficult to use

Easy to prepare

Easy to update


Handout—What to includeSlide miniatures—

with annotationsBackground dataSummariesComplex charts and tablesJournal articles


Handout—When to distribute

Before: For complex data

During: For use during presentation

After: For summary information only


44

Position yourself stage right of the projector.

Ensure everyone can read the projected images.

Avoid walking in front of the image.

Turn only your torso when pointing to a chart.


Dealing with stage fright Overprepare.

Use positive imagery.

Recognize that you have something important to say.

Relax your body and breathe deeply.

Reach the venue early and acclimatize.


Documents

Understanding communication Work team communication Planning the presentation Delivering the presentation