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2. Fundamentals of Public Administration MPA – 406 Lecture - 27 FACILITATOR Prof. Dr. Mohammad Majid Mahmood 0333-5188677, majidbagram@yahoo.com

3. Reflections

4. Forms of Communication

5. FORMS OF COMMUNICATION Verbal Communication: The sharing of information by means of words, either spoken or written. Nonverbal Communication: The sharing of information by means of facial expressions, body language, and mode of dress.

6. Most Common Ways to Communicate Speaking Visual Images Writing Body Language

7. EFFECTIVE COMMUNICATION WHAT you say is not nearly as important as HOW you say it! A dull message delivered by a good communicator will be accepted as brilliant. An excellent message delivered by someone who is not interested in the topic, will not take the attention of its audience.

8. Written Communication

9. TYPES OF WRITTEN COMMUNICATION Letters Memos Minutes of meetings Reports Feasibility studies Emails Web-based documents Instructions Questionnaires/surveys Promotional material Employment contracts Other documents

10. Listening Skills

11. Hearing: Hearing occurs when your ears pick up sound waves being transmitted by a speaker. Hearing is an INACTIVE, INVOLUNTARY process. Listening: Listening involves recognizing, understanding and accurately interpreting messages received. Listening is an ACTIVE, VOLUNTARY process which requires ENERGY. HEARING & LISTENING

12. Seven Levels of Listening 1 Not listening: Not paying attention to or ignoring the other person’s communications. 2 Pretend listening: Acting like or giving the impression that you are paying attention to another person’s communications, but in actuality not really paying attention to that individual. 3 Partially listening: Only focusing on part of the other person’s communication or only giving it your divided attention. 4 Focused listening: Giving the other person your undivided attention to his or her communication.

13. Seven Levels of Listening 5 Interpretive listening: Going beyond just paying attention but really trying to understand what the other person is communicating. 6 Interactive listening: Being involved in the communications by asking clarifying questions or acknowledging understanding of the communication. 7 Engaged listening: Being fully engaged in communications involves listening to the other person’s views, feelings, interpretations, values, etc., In engaged listening, both parties are given the opportunity to fully express their views, feelings, and ideas.

14. Listening Guides at the Workplace Stop talking. You cannot listen if you are talking Think before you speak Show the talker that you want to listen. Remove distractions. Be patient. Hold your temper. Go easy with arguments and criticisms. Keep an open mind Postpone judgment Be alert and in the present Ask questions to show interest.

15. Presentations

16. People judge your presentation based on how you present

17. CHARACTERISTICS OF SPEECH  Pitch (how high or low the voice is)  Tempo (rate of speaking)  Rhythm (timing and emphasis on words)  Articulation (how clearly words are pronounced)

18. TYPES OF PRESENTATIONS Present project proposals or updates Deliver oral briefings and advice Inform colleagues of workplace procedures Provide one-to-one or group instructions Online presentations Report on team meetings Promote your organisation’s products & services

19. Relax before presentation. Know your material. Visualize yourself giving your speech. Know the room. Know the audience. Realize that people want you to succeed. Don't apologize. Concentrate on the message - not the medium. Practice builds confidence. TIPS FOR SUCCESSFUL PRESENTATIONS

20. EFFECTIVE COMMUNICATION DOs and DON'Ts DO be direct, courteous and calm DON'T be rude and pushy DO acknowledge that what works for you may not work for others DON'T make personal attacks DO say main points first, then offer more details if necessary DON'T expect others to follow your advice or always agree with you DO listen for hidden feelings DON'T suggest changes that a person can not easily make.

21. Conclusion

22. Thank you for your kind attention! Thank you for your kind attention! FACILITATOR Prof. Dr. Mohammad Majid Mahmood