6. What are Our Fears...???
Prepared By: M Moazzam Ali
7. COMMUNICATION
• The word communication is derived from
the Latin word Communicare.
Which means “ To Make Commune, To
Share, To Transmit or To Impart”
Prepared By: M Moazzam Ali
16. 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
Prepared By: M Moazzam Ali
18. COMMUNICATION SYSTEM
• FORMAL
• 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.
Prepared By: M Moazzam Ali
19. • 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.
Prepared By: M Moazzam Ali
22. Three are four facets in all types of communication:
Sender
Receiver
Information
Behavior / Response
Behavior / Feedback
SENDER
(encodes)
RECEIVER
(decodes)
Information
Prepared By: M Moazzam Ali
24. • THE EXCHANGE OF INFORMATION, IDEAS,
THOUGHT, THROUGH THE USE OF VERBAL
OR SPOKEN WORDS.
Speech
communication
Written
communication
Prepared By: M Moazzam Ali
25. Non-Verbal Communication
• Communication Without Words.
communication by other means than by using words, e.g. through facial
expressions, hand gestures, and tone of voice.
Prepared By: M Moazzam Ali
26. 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
Prepared By: M Moazzam Ali
31. 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
Prepared By: M Moazzam Ali
32. 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
Prepared By: M Moazzam Ali
33. 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
Prepared By: M Moazzam Ali
34. Communication Barriers
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
Prepared By: M Moazzam Ali
35. The Power OF Listening
Prepared By: M Moazzam Ali
37. Listen is the Heart of
Communication
• Look Interest get Interest
• Involve yourself
• Stay on Target
• Test your understanding
• Evaluate the Message
• Neutralize your feelings
Prepared By: M Moazzam Ali
39. Effective Listeners make Effective
Communication
Minimize
Distraction
Show Active
involvement
Do not
Interrupt
Ask
Reflective
Questions
Prepared By: M Moazzam Ali
43. 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
Prepared By: M Moazzam Ali
44. 4Ps For Writing Success
Politeness
Be
Professional
Positivity
Make It
Personal
Prepared By: M Moazzam Ali
45. 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.
Prepared By: M Moazzam Ali
46. Memos: An Example
lnter Office Memo
To : All Employees
From : 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
Prepared By: M Moazzam Ali
48. 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".
Prepared By: M Moazzam Ali
49. MINUTES OF MEETING - A Brief Description
No. Of
Minutes
Details Of Discussion Action Plan Executer of the Plan
2.01
2.02
2.03
Title of the meeting : DOWN TIME DURING PRODUCTION
Description : Minutes of the 2nd meeting held at 10:00 a.m on Saturday, 15h Nov , 2016
In Training room , SMS Dhabeji Plant.
Present : Noman Sajjad (Executive Manager)
Hammad Ali (HOD Maintenance)
Abdul Latif Bhano ( HOD Production )
Sohail Mumtaz ( Mech Maintenance Manager )
Abdul Majeed (Elect Maintenance Manager)
M Moazzam Ali (QC Manager )
Sohail Akhter ( Admin Manager) taking minutes of meeting
Absent : Babar (Electrical DM) with apology
Prepared By: M Moazzam Ali
50. 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
Prepared By: M Moazzam Ali
58. Fear Of Public Speaking
Stage
Freight
Spot Light
Un
Prepared
In
Experienced
Speaking To
Death
Prepared By: M Moazzam Ali
59. 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.
Prepared By: M Moazzam Ali
60. 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
Prepared By: M Moazzam Ali
62. 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.
Prepared By: M Moazzam Ali
63. 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
Prepared By: M Moazzam Ali
64. Understanding the Public Speaking Personality Type Quadrants
Lecturer Philosopher
Persuader Motivator
Restrained
Fact Based Feeling Based
Expressive
Presenters
4 Types of
Personality
Prepared By: M Moazzam Ali
65. 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.
Prepared By: M Moazzam Ali
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
Heiroglyphics
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"
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.
Example:
Media Adverise , website communication
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
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
[Agenda]:
1.
2.
3.
Attendies
1.
2.
3.
Details of Meeting
Table
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.
ges·ture
(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
3.Presence
-nervousness- fright is common
-Body language
-voice tone
-gestures
-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.
