Understanding communication Work team communication Planning 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 324/02/2011MDP-Powerful Business Communication

The components of communication Stimulus Filter Message Medium Destination 4 Feedback 24/02/2011MDP-Powerful Business Communication

Verbal communication 5 Oral Videoconferences Presentations Phone calls Meetings One-on-one conversations Written Miscellaneous Reports Letters Memorandums 24/02/2011MDP-Powerful Business Communication

Formal communication network 6 Downward CEO VP-1 MGR-1MGR-2 VP-2 MGR-3MGR-4 Upward Horizontal Cross-Channel 24/02/2011MDP-Powerful Business Communication

The grapevine is... Business related Accurate Pervasive Rapid Most active during change Normal 724/02/2011MDP-Powerful Business Communication

Verbal barriers Inadequate knowledge or vocabulary Differences in interpretation Language differences Inappropriate use of expressions Overabstraction and ambiguity Polarization 824/02/2011MDP-Powerful Business Communication

Nonverbal barriers Inappropriate or conflicting signals Differences in perception Inappropriate emotions Distractions 924/02/2011MDP-Powerful Business Communication

Ethics and communication Defamation Slander Libel Invasion of privacy Fraud Misrepresentation 1024/02/2011MDP-Powerful Business Communication

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 1224/02/2011MDP-Powerful Business Communication

Initial group goals Get to know one another. Work out decision-making issues. Set ground rules. 1324/02/2011MDP-Powerful Business Communication

Giving constructive feedback Need for feedback Positive and negative How to give 1424/02/2011MDP-Powerful Business Communication

How to give feedback Be descriptive. Don’t use labels. Don’t exaggerate. Speak for yourself. Use “I” statements. 1524/02/2011MDP-Powerful Business Communication

Team writing Assign tasks and develop a schedule. Meet regularly. Draft the document. Revise the draft. 1624/02/2011MDP-Powerful Business Communication

Commenting on peer writing Read first for meaning. Assume the role of reader—not teacher. Point out the good and the bad. Use “I” language. Comment sparingly. 1724/02/2011MDP-Powerful Business Communication

Emphasize the writer for positive comments; emphasize the text for negative comments. Involve the writer. Don’t take over the text. 1824/02/2011MDP-Powerful Business Communication

Nonverbal communication Body movement Physical appearance Voice qualities Time Touch Space and territory 1924/02/2011MDP-Powerful Business Communication

20 Public 12' -  Communication zones Social 4' - 12' Personal 18" - 4' Intimate " 24/02/2011MDP-Powerful Business Communication

21 When communicating across cultures u Maintain formality. u Show respect. u Communicate clearly. u Value diversity. 24/02/2011MDP-Powerful Business Communication

How do we differ? Ethnicity Gender Disabilities Other? 2224/02/2011MDP-Powerful Business Communication

Keys to better listening 23 u Give the speaker your undivided attention. u Stay open-minded. u Don’t interrupt. u Involve yourself. 24/02/2011MDP-Powerful Business Communication

Planning the meeting Identify your purpose. Determine whether a meeting is needed. Prepare an agenda. Determine who should attend. Determine logistics. 2424/02/2011MDP-Powerful Business Communication

Acting professionally Meeting and greeting Dining Giving gifts Dressing appropriately Around the office 2524/02/2011MDP-Powerful Business Communication

26 u Describe the role of business presentations. u Plan and write a presentation. u Plan and deliver a team presentation. u Plan and deliver a video presentation. u Plan and deliver other types of presentations. Part III: Planning the business presentation 24/02/2011MDP-Powerful Business Communication

Advantages Immediate feedback Impact Control Less work for audience 2724/02/2011MDP-Powerful Business Communication

Disadvantages Impermanence Expense Limited audience size Speaker-controlled pace 2824/02/2011MDP-Powerful Business Communication

Purposes 29 Explaining Persuading Motivating Reporting Purpose 24/02/2011MDP-Powerful Business Communication

How formal? The stakes Audience size Audience opposition Need for repeat performances Complexity Cultural expectations of audience 3024/02/2011MDP-Powerful Business Communication

Use an outline—not a script Absenteeism Rate—Slide 1 4.7% first 6 mo 4.7% first 6 mo 5% higher than last yr 5% higher than last yr 14% increase in 3 yrs 14% increase in 3 yrs Industry average = 3.6% (steady) Industry average = 3.6% (steady) 3124/02/2011MDP-Powerful Business Communication

What do you want to accomplish? 32 Reporting Telling what happened at the OSHA meeting last week Explaining Showing how to complete the new expense report forms Persuading Convincing the executive committee to adopt a tuition-reimbursement plan Motivating Inspiring the employees to volunteer to become a Big Brother or Big Sister 24/02/2011MDP-Powerful Business Communication

The opening Quote a well-known person Ask a question Present a hypothetical situation Relate an appropriate story Give a startling fact Use a dramatic prop or visual aid 3324/02/2011MDP-Powerful Business Communication

Choose a logical sequence Criteria Direct sequence Indirect sequence Chronology Cause/effect/solution Order of importance Elimination of alternatives 3424/02/2011MDP-Powerful Business Communication

Work-team presentations Assignment of roles Leader responsibilities Unity and coherence Introductions and transitions Nonspeaker roles 3524/02/2011MDP-Powerful Business Communication

Video presentations Clothes and makeup Posture, gestures, and movement Eye focus Visual aids Operating the camera 3624/02/2011MDP-Powerful Business Communication

Other business presentations Impromptu remarks Introductions Special recognitions 3724/02/2011MDP-Powerful Business Communication

38 u Develop effective visual aids. u Develop effective audience handouts. u Practice the presentation. u Deliver the presentation. u Critique your performance as a presenter. Part IV: Illustrating & delivering the business presentation 24/02/2011MDP-Powerful Business Communication

Overhead transparencies Good quality Low cost Easy to use Easy to prepare Easy to update 3924/02/2011MDP-Powerful Business Communication

35-mm slides Excellent quality Moderate cost Moderately easy to use Moderately easy to prepare Moderately easy to update 4024/02/2011MDP-Powerful Business Communication

Electronic presentations Good quality Moderate cost Difficult to use Easy to prepare Easy to update 4124/02/2011MDP-Powerful Business Communication

Handout—What to include Slide miniatures— with annotations Background data Summaries Complex charts and tables Journal articles 4224/02/2011MDP-Powerful Business Communication

Handout—When to distribute Before:For complex data During:For use during presentation After:For summary information only 4324/02/2011MDP-Powerful Business Communication

Using visual aids 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. 24/02/2011MDP-Powerful Business Communication

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. 4524/02/2011MDP-Powerful Business Communication