Communication 4 success Oral & Written.pptx

1. COMMUNICATION TECHNIQUES FOR SUCCESS

2. OBJECTIVES • LEARN • INSPIRE • MOTIVATE

3. What are Our Fears...???

4. • The word communication is derived from the Latin word Communicare. Which means “ To Make Commune, To Share, To Transmit or To Impart” COMMUNICATION

5. Consider the following photographs

14. The Power OF Listening

15. Listen is the Heart of Communication • Look Interest get Interest • Involve yourself • Stay on Target • Test your understanding • Evaluate the Message • Neutralize your feelings

16. Bring Listeners from Mars to Earth

17. Effective Listeners make Effective Communication Minimize Distraction Show Active involvement Do not Interrupt Ask Reflective Questions

18. Why We Communicate ????? Share our ideas and opinions Provide feedback to others Get information from others Gain power and influence Develop social relationships Give instructions

19. • FORMAL COMMUNICATION SYSTEM • INFORMAL Virtually vertical as per chain go command within the hierarchy. Free to move in any direction may skip formal chain of command. Likely to satisfy social and emotional needs and also can facilitate task accomplishment.

20. • Highly Directive, from Senior to subordinates, to assign duties, give instructions, to inform to offer feed back, approval to highlight problems etc. Downwards Communication • It is non directive in nature from down below, to give feedback, to inform about progress/problems, seeking approvals. Upwards Communications • Among colleagues, peers at same level for information level for information sharing for coordination, to save time. Lateral or Horizontal Communication In modern business environment communication extends beyond written or spoken words to listened word. Visual dimension added by T.V., computers has given to new meaning to communication.

21. CEO MD Executive Manager HOD Manager Deputy Manager Assistant Manager Shift Incharge Forman Labor

22. Supervisor Forman Forman Forman

23.  Three are four facets in all types of communication:  Sender  Receiver  Information  Behavior / Response Behavior / Feedback SENDER (encodes) RECEIVER (decodes) Information

24. Verbal Communication Nonverbal Communication

25. • THE EXCHANGE OF INFORMATION, IDEAS, THOUGHT, THROUGH THE USE OF VERBAL OR SPOKEN WORDS. Speech communication Written communication

26. • Communication Without Words. communication by other means than by using words, e.g. through facial expressions, hand gestures, and tone of voice. Non-Verbal Communication

27. Choose Your Medium to Communicate Depending upon the situation, one method of communication may be better than another. In person: one-to-one In person: meetings, small groups In person: presentations, large groups Letter Memo Note Email Voice mail

28. LEVELS OF COMMUNICATION INTRAPERSONAL INTERPERSONAL GROUP ORGANIZATION PUBLIC

29. ORGANIZATIONAL • Groups combined in such a way that large tasks may be accomplished. • Goal of Providing adequate structure for groups to achieve their purposes. • Examples: Company or Organization

30. PUBLIC • The organizational reaching out to its public to achieve its goals. • Goals of reaching many with the same message. • Example: Media Advertise , website communication

31. BUSINESS COMMUNICATION Diversity Challenges •Cultural Difference •Languages •Education Level •Age Factors •Non Verbal Difference Legal & Ethical Constraints •International Laws •Domestic Laws •Code of Ethics •Stakeholder Interests Changing Technology •Accuracy and security Issues •Telecommunications •Software Applications •Databases Team Environment •Trust •Team Roles •Shared Goals and Expectations •Group Reward •Distributed Leadership

32. Process for planning, Preparing, Speaking & Writing

33. YOU ATTITUDE

34. 5Cs for Writing Business Letters and Email Clarity Make sure purpose and intent is clear to the reader Completeness Include all the information that the reader needs to have Conciseness Avoid Wordiness Courtesy Address the Reader Politely Correctness Edit and Proofread your letter so that it has no grammar, Spelling and punctuation errors

35. 4Ps For Writing Success Politeness Be Professional Positivity Make It Personal

36. Writing Persuasive Memos (cont.) Create goodwill by being respectful Demanding: Submit your answer within one week. Respectful: I would appreciate your answer within one week. Show “you” attitude by being positive and tactful Negative: Your complaint about our fees is way off target. They are definitely not higher than those of our competitors. Tactful: Thank you for your suggestion concerning our fees. We believe, however, that our fees are competitive, and in some cases below, those of our competitors.

37. Memos: An Example lnter Office Memo To : All Employees From :Mirza Abbas Director Subject : New Health Scheme The company is introducing a new health scheme called SCS Health Plan. You will receive your new medical card and a booklet outlining the terms and conditions of the scheme by 20 July,2015. The main features of the SCS Health Plan include: • Medical reimbursement for treatment at private hospitals and clinic; • Direct payment of medical expenses. • Medical facilities for retired staff. • Token system at SCS Hospital. ScS Health Plan is compulsory for all the employees of the company. The use of medical card is mandatory. I am sure the new health scheme will improve the existing medical facilities and would benefit I our employees. We encourage you to use new medical card whenever you visit the health I centre or the SCS Hospital and followed the guidelines contained in the brochure. Your cooperation in this regards will be highly appreciated. Regards Signature Heading Segment Opening State the main point Body explains and support the main points Closing courteous ending and required action Signature

38. A.I.D.A Model

39. Attention "You will lose 40% of your users on your web site." Interest "Every year increases the use of tablets and smartphones by 30% compared to previous year. When users browsing on their new devices come to your website they will experience an obsolete web site. Your company´s layout is very difficult to read on the small screens." Desire The problem reading your good web site is big for the visitors and therefore you will lose customers. But the problem can be solved. We have the technical knowledge and design capabilities to correct the problem whatever web site system you are using. Contact us and we make an analysis of the task ahead and give you a quotation for solving the problem." Action "Please - Contact us for free analysis of the size of the problem within 10 days. The cost of the analysis is normally @850 Pkr".

40. Practicing Business Letters 1) You receive the following email from a customer: "Hi! I am interested in purchasing exercise equipment from your shop. However, I live in Karachi. Can we purchase your products online and get them delivered? Are there any shipment charges? I look forward to a reply from your team. Regards, Moazzam Ali."

41. Dear Moazzam Ali, Thank you for your email. We are the professional manufacturer of all kinds of Lab equipments, please check the attached standard price lists and specification files for some popular products. Please let me know which products you are interested and then I will quote you the best prices. For any questions, please feel free to contact me. Best regards, Glenn Export Dept. Sales Manager Laizhou Lyric Testing Equipment Co., Ltd. 232 Wanhao Business Building, East Guangzhou Road, Laizhou, Shandong, P.R. China Postcode: 261400 Tel: 86-535-2171358 Fax: 86-535-2171358 Web site: http://www.lyrictest.com Email: sales@lyrictest.com

42. No. Of Minutes Item / Subject / Agenda Details Of Discussion Action Plan Owner /Executer of the Plan 2.01 Minutes Of the Last meeting Minutes of the last meeting held on 10th December 2015, were read by the MD and confirmed by all the members 2.02 No. of Employees 2.03 No. of Employee Title of the meeting : Performing Hujj / Umrah For ASL Employees Description : Minutes of the 2nd meeting held at 10:00 a.m on Saturday, 8th May , 2015 In Training room , SMS Dhabeji Plant. Present : Mr. ABC (Designation) Mr. ABCD (Designation) Mr. SFGH (Designation) Absent : XYZ (Designation) with apology MINUTES OF MEETING - A Brief Description

43. Contents of a Report Prefatory Parts Title Page/ Cover Page Acknowledgement Table of Contents Main Text Introduction Methodology Recommendations Supplementary Parts Appendix / Appendices References Bibliography Glossary Optional Elements Index

44. Nonverbal Communication Facial expressions Body language Eye contact Dress and physical appearance Gestures When our words send one message and our nonverbal cues send another message, people almost always believe our nonverbal cues

45. Facial expressions

46. Six Basic Emotions that most people express & recognize Sadness Anger Fear Surprise Disgust Happiness

47. Body language

48. Eye contact

49. Dress and physical appearance

50. Gestures

51. Physical •Non Verbal Difference •Noise •Deafness •Time •Distance •Kinesics •Proxemics •Facial & Eye behavior •Defensive Language •Language Barriers •Oral Or Written •Grammar / Punctuation •Code of Ethics •Technical Terminology Socio – Psychological •Status •Gender •Age Factors •Educational Level •Attitudes •Cultural Difference •Prejudice •Personality •Emotions •Close Mind Technology •Changing Technology •SAP •Oracle Poor Organization •Trust •Corporate Culture •Status / Relationship •complexity •Lack of Planning •Less Opportunities of Growth Communication Barriers

52. Fear Of Public Speaking

53. Fear Of Public Speaking Stage Freight Spot Light Un Prepared In Experienced Speaking To Death

54. Butterflies in your Stomach • Know the room- become familiar with the place of presentation • Know the audience- greet or chat with the audience before hand. It’s easier to speak to friends than to strangers • Know your material-increased nervousness is due to un- preparedness • Relaxation- relax entire body by stretching and breathing so as to ease the tension • Visualize giving your speech-Visualize yourself giving your speech from start to finish. By visualizing yourself successful, you will be successful.

55. Butterflies in your Stomach • People want you to succeed-the audience is there to see you succeed not to fail • Don’t apologize-by mentioning your nervousness or apologizing, you’ll only be calling the audience’s attention to mistakes • Concentrate on your message-not the medium. Focus on the message you are trying to convey and not on your anxieties • Turn nervousness into positive energy-nervousness increases adrenaline, transform it into vitality and enthusiasm • Gain experience-experience builds confidence, which is key to effective public speaking

56. Effective Public Speaking Vocabulary Preparation Practice Presence

57. Things You Should Do  Eye contact  Can glance at notes  Appropriate gestures  Always think ahead about what you are going to say.  Increase your knowledge on all subjects you are required to speak.  Speak clearly and audibly.  Check twice with the listener whether you have been understood accurately or not  In case of an interruption, always do a little recap of what has been already said.  Always pay undivided attention to the speaker while listening.  While listening, always make notes of important points.

58. Things You Shouldn’t Do  Do not instantly react and mutter something in anger.  Do not use technical terms & terminologies not understood by majority of people.  Do not speak too fast or too slow.  Do not speak in inaudible surroundings, as you won’t be heard.  Do not assume that every body understands you.  While listening do not glance here and there as it might distract the speaker.  Do not interrupt the speaker.  Do not jump to the conclusion that you have understood every thing.  Read directly from notes  Read directly from screen  Read directly from notes  Turn back on audience  Slouch, hands in pockets  No um, ah, you know  No nervous gestures  Talk too fast,  Talk too quietly

59. Understanding the Public Speaking Personality Type Quadrants Lecturer Philosopher Persuader Motivator Restrained Fact Based Feeling Based Expressive Presenters 4 Types of Personality

60. KINESICS The word kinesics comes from the root word kinesis, which means “movement,” and refers to the study of hand, arm, body, and face movements. • the use of gestures, • head movements and • posture, • eye contact, and • facial expressions

61. Proxemics

62. Haptics • What's Haptics? It's a Greek word that means "I touch" – so it's the study of our sense of touch

63. Personal Appearance

64. ETIQUETTE • A set of rules that govern the expectations of social and dining behavior in a workplace, group or society. • Table manners are visible signs that you are a polished and knowledgeable professional. • Displaying manners is an act of kindness and respect to your fellow human beings.

65. ETIQUETTE  Hand Shake Etiquette  Interview Etiquette  Eating Etiquette  Meeting Etiquette  Mobile Etiquette  Telephone Etiquette  Corporate Etiquette  Business Etiquette  Social Etiquette  Visiting Card Etiquette  Email Etiquette etc…

66. Etiquettes • Cell Phone Etiquette

67. • Cell Phone Etiquette • Dining Etiquette

68. Mehrabians Communication Study • Verbal - Words Spoken • Vocal - Intonation • Body Language

69. Choices in Men’s Corporate Attire Item Business Professional Item Business Casual Suit Conservative well-pressed - black, navy, gray – suit is best. Sleeves of the jacket should extent to the hand. Suit pants should typically match the jacket. Make sure to remove all exterior tags. Pants Conservative pressed suit pants, Dockers or khakis are typical. Shirt Neat, pressed and clean traditional long sleeved button down collared shirt in conservative and solid colors avoid bright colors and patterns. Shirt Well pressed button-down collared dress shirt; stick to conservative colors. A sports Coat Tie Choose a good quality (often silk) tie in a conservative color and / or pattern that is properly tied. Avoid wearing flashy and bold patterns or character prints that are distracting. Sports Coat Wearing a Sports coat (suit jacket) is sometimes appropriate for business casual; if wearing a jacket, no tie is needed. Shoes Clean and shined dress shoe, in a traditional black or brown, coordinating with your suit. Wear dress socks in a coordinated color with your suit. Shoes Traditional black or brown leather clean and shined dress shoe that coordinates with your shirt and pants. Wear dress socks in a coordinated color with your pants and shoes. Accessories & Grooming Belts should always worn and also match your suit and shoes. If wearing a watch, make sure it is conservative. Avoid wearing facial/body piercings, which can be distracting. Carry a basic black or burgundy portfolio for resumes. Wear minimal cologne and have a neat and polished appearance. Fresh breath is always appreciated; however, choose a mint versus gum. Accessories & Grooming Keep things simple and tasteful. Have hair controlled and wear minimal cologne. Avoid wearing facial/body piercing, which can be distracting. Belts should always be worn and match your shoes. Carry a basic black burgundy portfolio for resumes, etc. The focus should be on your answers, not your appearance. Fresh breath is always appreciated; however , choose a mint versus gum

70. Corporate Attire

71. Choices in Men’s Corporate Attire

72. Total Communication Process Reading 16% Writing 9% Speaking 30% Listening 45%

73. Sources of Communication • Our communication comes from the following three sources:  Words = 7%  Tones = 38%  Gestures = 55%

74. OBJECTIVES • LEARN • INSPIRE • MOTIVATE

75. COMMUNICATION TECHNIQUES FOR SUCCESS

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