13 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.
14 WHY COMMUNICATE? To convey information To receive information Chapter 9WHY COMMUNICATE?To convey informationTo receive informationTo gain acceptance for you or your ideasTo motivate other peopleTo maintain relationships with coworkers, clients, etc.To establish trustTo produce action or changeTo understand the wants and needs of your stakeholdersTo express your emotions or feelings
15 COMMUNICATION DIRECTIONS Communication occurs in 4 directions in organizations:Upward communicationsDownward communicationsLateral communicationsDiagonal communications
16 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.
18 TYPES OF WRITTEN COMMUNICATION LettersMemosMinutes of meetingsReportsFeasibility studiessWeb-based documentsInstructionsQuestionnaires/ surveysPromotional materialEmployment contractsOther documents
20 HEARING & LISTENING Hearing: Chapter 9HEARING & LISTENINGHearing: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.
21 Chapter 9HOW TO LISTEN?God has given people two ears but only one tongue, which is a gentle guide that they should listen more than they talk.Decision makers who do not listen have less information for making sound decisions.
22 Listening Guides at the Workplace Chapter 9Listening Guides at the WorkplaceStop talking. You cannot listen if you are talkingThink before you speakShow the talker that you want to listen.Remove distractions.Be patient.Hold your temper.Go easy with arguments and criticisms.Keep an open mindPostpone judgmentBe alert and in the presentAsk questions to show interest.
24 People judge your presentation based on how you present EXBU
25 CHARACTERISTICS OF SPEECH Chapter 9CHARACTERISTICS OF SPEECHPitch (how high or low the voice is)Tempo (rate of speaking)Rhythm (timing and emphasis on words)Articulation (how clearly words are pronounced)
26 TYPES OF PRESENTATIONS Present project proposals or updatesDeliver oral briefings and adviceInform colleagues of workplace proceduresProvide one-to-one or group instructionsOnline presentationsReport on team meetingsPromote your organisation’s products & services
27 TIPS FOR SUCCESSFUL PRESENTATIONS 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.
28 EFFECTIVE COMMUNICATION DOs and DON'Ts DO be direct, courteous and calmDON'T be rude and pushyDO acknowledge that what works for you may not work for othersDON'T make personal attacksDO say main points first, then offer more details if necessaryDON'T expect others to follow your advice or always agree with youDO listen for hidden feelingsDON'T suggest changes that a person can not easily make.
29 COMMUNICATION FEEDBACK We may say that communication has occurred only when the message has been understood.Understanding occurs in the mind of the receiver.Feedback is critical to ensure that accurate understanding of the message has occurred.
30 REASONS FOR COMMUNICATION FAILURE Info overload.Message complexity.Message competition.Differing status.Lack of trust.Inadequate structures.Unethical communication.Physical distraction.Incorrect choice of medium.
31 SKILLS OF A GOOD LEADER Speak and write clearly Listen actively Give feedbackMake eye contactAvoid interruptingRespect the views of othersAsk questionsUse appropriate body language
32 Final thoughtsStrong communication skills are crucial for efficient & effective performance.Strong communication set the tone of our relationships.