Diese Präsentation wurde erfolgreich gemeldet.
Die SlideShare-Präsentation wird heruntergeladen. ×

Communication 4 success Oral & Written.pptx

Wird geladen in …3

Hier ansehen

1 von 92 Anzeige

Weitere Verwandte Inhalte

Ähnlich wie Communication 4 success Oral & Written.pptx (20)

Aktuellste (20)


Communication 4 success Oral & Written.pptx

  3. 3. What are Our Fears...???
  4. 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. 5. Consider the following photographs
  6. 6. Consider the following photographs
  7. 7. Consider the following photographs
  8. 8. Consider the following photographs
  9. 9. Consider the following photographs
  10. 10. Consider the following photographs
  11. 11. Consider the following photographs
  12. 12. Consider the following photographs
  13. 13. Consider the following photographs
  14. 14. The Power OF Listening
  15. 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. 16. Bring Listeners from Mars to Earth
  17. 17. Effective Listeners make Effective Communication Minimize Distraction Show Active involvement Do not Interrupt Ask Reflective Questions
  18. 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. 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. 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. 21. CEO MD Executive Manager HOD Manager Deputy Manager Assistant Manager Shift Incharge Forman Labor
  22. 22. Supervisor Forman Forman Forman
  23. 23.  Three are four facets in all types of communication:  Sender  Receiver  Information  Behavior / Response Behavior / Feedback SENDER (encodes) RECEIVER (decodes) Information
  24. 24. Verbal Communication Nonverbal Communication
  26. 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. 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
  29. 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. 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. 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. 32. Process for planning, Preparing, Speaking & Writing
  33. 33. YOU ATTITUDE
  34. 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. 35. 4Ps For Writing Success Politeness Be Professional Positivity Make It Personal
  36. 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. 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. 38. A.I.D.A Model
  39. 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. 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. 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. 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. 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. 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. 45. Facial expressions
  46. 46. Six Basic Emotions that most people express & recognize Sadness Anger Fear Surprise Disgust Happiness
  47. 47. Body language
  48. 48. Eye contact
  49. 49. Dress and physical appearance
  50. 50. Gestures
  51. 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. 52. Fear Of Public Speaking
  53. 53. Fear Of Public Speaking Stage Freight Spot Light Un Prepared In Experienced Speaking To Death
  54. 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. 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. 56. Effective Public Speaking Vocabulary Preparation Practice Presence
  57. 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. 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. 59. Understanding the Public Speaking Personality Type Quadrants Lecturer Philosopher Persuader Motivator Restrained Fact Based Feeling Based Expressive Presenters 4 Types of Personality
  60. 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. 61. Proxemics
  62. 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. 63. Personal Appearance
  64. 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. 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. 66. Etiquettes • Cell Phone Etiquette
  67. 67. • Cell Phone Etiquette • Dining Etiquette
  68. 68. Mehrabians Communication Study • Verbal - Words Spoken • Vocal - Intonation • Body Language
  69. 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. 70. Corporate Attire
  71. 71. Choices in Men’s Corporate Attire
  72. 72. Total Communication Process Reading 16% Writing 9% Speaking 30% Listening 45%
  73. 73. Sources of Communication • Our communication comes from the following three sources:  Words = 7%  Tones = 38%  Gestures = 55%

Hinweis der Redaktion

  • The act or process of using words, sounds, signs, or behaviors to express or exchange information or to express your ideas, thoughts, feelings, etc., to someone else
    A message that is given to someone : a letter, telephone call, etc.
    communications : the ways of sending information to people by using technology

    Communication is defined as the interchange of thoughts or opinions through shared symbols; e.g. language, words, phrases

    Every communicative act is based on something that conveys meaning, and that conveyance is the message.

    The message may be either Verbal or Non-Verbal

  • In Old ages communication was done by smoke signals
  • In Old civilization symbols were also used for communication. As we seen Moen jo Daro and Pyramids of Egypt
  • a system for transmitting messages from a distance along a wire, especially one creating signals by making and breaking an electrical connection.
    "news came from the outside world by telegraph"
  • Not Concentrating
    Daydreaming, mind wandering, dozing
    Listening Too Hard
    Trying to remember every fact, no matter how minute
    Jumping To Conclusions
    Putting words into the speakers mouth; interrupting speaker, anticipating what speaker will say/do next
    Focusing On Delivery Instead Of Message
    Speakers accent, clothes, stuttering, presentation tools
  • In any communication:
    The Sender is the person trying to communicate a message
    The Receiver is the person at whom the message is directed
    A message is sent to convey information
    Information is meant to change behavior
  • The organizational reaching out to its public to achieve its goals.
    Goals of reaching many with the same message.


    Media Adverise , website communication
  • Determine purpose of the message.
    Why do you Hope to accomplish with message.
    What should you learn about your audience
    Give them chance to share their thoughts
  • 1. Completeness
    A) Provide All Necessary Information
    B) Answer All Questions Asked
    C) Give Something Extra, When Desirable
    2. Conciseness
    A) Eliminate Wordy Expression B) Include Only Relevant Material C) Avoid Unnecessary Repetition
    3. Consideration
    A) Focus on “You” Instead of  “I” or “we” B) Show Audience Benefit or Interest in the Receiver  C) Emphasize Positive, Pleasant Facts
    4. Concreteness
    A) Use Specific Facts and Figures B) Put Action in you Verbs C) Choose Vivid, Image-Building Words
    5. Clarity
    A) Choose Precise, Concrete, and Familiar Words B) Construct Effective Sentences and Paragraph
    6. Courtesy
    A) Be Sincerely Tactful, Thoughtful, and Appreciative B) Use Expression That Show Respect C) Choose Nondiscriminatory Expression
    7. Correctness
    A) Use Right Level of Language  B) Check Accuracy of Figures, Facts and Words C) Maintain Acceptable Writing Mechanics
  • Heading Segment. ( To, From and Subject)
    Opening State point. ( Purpose of memo )
    Summary / Body of Memo ( Main points of Memo)
    Closing (Courteous ending or required action)
  • Attention : Get the Receiver Attention
    Interest : Introduce the Product, Service, Or Idea and arouse interest in it.
    Desire : Creat Desire by presenting convincing evidence of the value of the product, services or idea
    Action : Encourage action
  • 1. Know the purpose
    Before writing minutes, you must know the purpose of lt. First, a report of meeting minutes is a record. But it is just not the type of record you write, print out, file and then forever forget. it provides a historical account of official business and ciperational decisions, and involvement of
    people making the decisions. lt is used as a reference which is periodically or frequently
    referred to.
    2. Keep it Concise
    Keep the key information in order and make sure you don't miss any imp'ortant information.
    You only have certain limited time and it will be impossible to write every single thing discussed
    during a meeting. So, keep it concise, i.e. compact and short. Take notes of the issues discussed,
    mijor points raised and decisions taken. Make sure what you write will be easily understood,
    and usable in the future. Many of the meetings require the attendees looking back at the
    previous meeting's minutes. So if people can't read them, they'll go for your head instead.
    3. Get right information, follow right format
    To keep it short, here is a list of information that should be in your minutes of meeting:
    . Time, date and venue of meeting
    . List of attendance (and their position)
    . Agenda of meeting - key agenda, details, and specific action plan, and owner/executor
    of the plan
    . Name of person taking minutes (youl)
    As for the format, there is no school of thought that says there is this specific format that you
    need to follow. What you need is a simple and user friendly format like the following:
    lName of companyl
    IDate, Time and Venue]
    lMinutes prepared byl
    Details of Meeting
    4. Keep a record
    Normally, minutes are hand-written that are transferred into a prpper computerized document
    (e.g. Microsoft Word), properly restructured, save and printed out. Good and fast typists can
    immediately record conversation into the computer/laptop, where this requires less time for
    fine tuning later on. The minutes are then distributed among the attendees of the meeting, or
    those who will be responsible to take actions as per discussed during the meeting.

  • A person usually makes a lot of hand gestures when telling a true story. When telling a lie, a person’s hands will stay noticeably still.
      (jĕs′chər)n.1.a. A motion of the limbs or body made to express or help express thought or to emphasize speech.
    b. The action of making such a motion or motions: communicated solely by gesture.
    2. An act or a remark made as a formality or as a sign of intention or attitude: sent flowers as a gesture of sympathy.
    v. ges·tured, ges·tur·ing, ges·tures
    v.intr.To make gestures.
  • What are Yours fears ?
  • 1.Preparation
    research -non-research
    format -speak on what you know -Notes- outline main points
    -note cards vs. full sized paper

    2. Practice
    - practice makes perfect
    - revision
    get time right
    -nervousness- fright is common
    -Body language
    -voice tone
    -eye contact
    -positive attitude

  • Professor Albert Mehrabian has pioneered the understanding of communications since the 1960s. He received his PhD from Clark University and in l964 commenced an extended career of teaching and research at the University of California, Los Angeles. He currently devotes his time to research, writing, and consulting as Professor Emeritus of Psychology, UCLA. Mehrabian's work featured strongly (mid-late 1900s) in establishing early understanding of body language and non-verbal communications.