1. Page 1 Management excellence

2. Page 2 Welcome to Management Excellence course

3. Page 3 Section 6 Communication

4. Page 4 Communication Communication Process. Ways of Communication. Factors influencing communication. Barriers to communication. Poor listening habits. Active listening skills. Gaining commitments. Team presentations. What is my communication style. Managing meetings. Delegations.

5. Page 5 The Communication Process Response/Feedback Message SourceEncodingDecodingReceiver NOISE

6. Page 6 Ways of Communication 1- One-Way (Memo, Fax, E-mail, Voice mail, letter) 2- Two-Way (Phone call, In person) 3- Group (Transactional) (Meetings, Parties,…)

7. Page 7 Factors Influencing Communication Sender Message Feedback Objectives Attitudes Values Motives Age Memories Experiences Education Personality Objectives Attitudes Values Motives Age Memories Experiences Education Personality Receiver

8. Page 8 Barriers to Communication  Environmental Barriers  Verbal Barriers  Interpersonal Barriers

9. Page 9 Two Obstacles to Effective Interpersonal Communication DEFENSIVENESS DISCONFIRMATION

10. Page 10 Poor Listening Habits  Not paying attention  hearing but not listening  Rehearsing  Interrupting  Hearing what is expected  Feeling defensive  Listening for a point of disagreement

11. Page 11 Active Listening Skills o Make eye contact o Exhibit affirmative head nods and appropriate facial expressions o Avoid distracting actions and gestures o Asks questions o Paraphrase o Avoid interrupting the speaker o Don’t over talk

12. Page 12 Feedback 1. Clarity 2. Emphasize the positive 3. Be specific 4. Focus on behavior rather than the person. 5. Refer to behavior that can be changed. 6. Be descriptive rather than evaluative. 7. Own the feedback 8. Generalizations 9. Be very careful with advice

13. Page 13 Team Presentations

14. Page 14 Overcoming Speaking Anxiety In Presentations Know the room Know the Audience Know Your Material Learn How to Relax Visualize Yourself Speaking Realize People Want You To Succeed Don't apologize For Being Nervous Concentrate on Your Message - not the medium

15. Page 15 Listen carefully to the question & repeat it aloud. Answer directly. Look directly at the person asking the question. Refer to your Speech. Anticipate areas of questioning (play the devil’s rule). Be friendly, always keep your temper. Always tell the truth. Treat two questions from the same person as two separate questions. Don't place your hands on your hips or point at the audience. Keep things moving. Conclude smartly. How to Deal With A Hostile Audience

16. Page 16 What’s My Communication Style Self- Assessment

17. Page 17 What’s my communication style? Read each statement carefully. Choose the statement ending that most closely represents your style of communicating. Circle the letter you chose on the Response Form that will be distributed to you. 1. 2. 3.

18. Page 18 Scoring WMCS? Count the number of times you circled each style shape and place those totals in the corresponding Communication Style Totals shapes Copy the Communication Style Totals into the corresponding style shapes of Chart 1: My Communication Style Profile. 1. 2.

19. Page 19 Verbal : The word we use is determined to a great degree by our communication style. Paraverbal : the way in which something is said is called paraverbal communication. It is not just the words we say but the way we say them that communicates meaning. Body Language : the way we stand, the way we shake hands, and the way we maintain eye contact are all forms of body language. Personal space : whether your work or home space is cluttered or neat, organized, communicates to others what your priorities are and what type of person you are. This is usually a function of your communication style. Forms of communication

20. Page 20 WMCS Behavior Chart

21. Page 21 Communication Style Strengths

22. Page 22 Communication Style Trouble Spots

23. Page 23 Meeting Management

24. Page 24 Managing Meetings  Selecting Participants  Developing Agendas  Opening Meetings  Establishing Ground Rules for Meetings  Time Management  Evaluations of Meeting Process  Evaluating the Overall Meeting  Closing Meetings