communication techniques for success
TRANSCRIPT
Prepared By: M Moazzam Ali
Prepared By: M Moazzam Ali
OBJECTIVES• LEARN
• INSPIRE
• MOTIVATEPrepared By: M Moazzam Ali
COMMUNICATION TECHNIQUES FOR
SUCCESS
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What are Our Fears...???
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COMMUNICATION • The word communication is derived
from the Latin word Communicare.
Which means “ To Make Commune, To Share, To Transmit or To Impart”
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Consider the following photographs
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Consider the following photographs
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Consider the following photographs
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Consider the following photographs
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Consider the following photographs
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Consider the following photographs
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Consider the following photographs
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Consider the following photographs
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Why We Communicate ????? Share our ideas and opinions
Provide feedback to others
Get information from others
Gain power and influence
Develop social relationships
Give instructionsPrepared By: M Moazzam Ali
Prepared By: M Moazzam Ali
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
FORMAL COMMUNICATION TYPES • 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
CEO
MD
Executive Manager
HOD
Manager
Deputy Manager
Assistant Manager
Shift Incharge
Forman
Labor
HIERARCHY LEVEL
Downward Communication
Upward Communication
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Horizontal Communication.
Supervisor
Forman Forman Forman
HIERARCHY LEVEL
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Four Facets of Communication Three are four facets in all types of communication:
Sender Receiver Information Behavior / Response
Barrier
Barrier
Behavior / Feedback
SENDER(encodes)
RECEIVER(decodes)
Information
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Types of Business Communication
Verbal Communication
Nonverbal Communication
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Verbal Communication• THE EXCHANGE OF INFORMATION, IDEAS,
THOUGHT, THROUGH THE USE OF VERBAL OR SPOKEN WORDS.
Speech communicationWritten communication
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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.
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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
Voice mailPrepared By: M Moazzam Ali
LEVELS OF COMMUNICATION
INTRAPERSONAL
INTERPERSONAL
GROUP
ORGANIZATION
PUBLIC
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INTRAPERSONAL COMMUNICATION
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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
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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
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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
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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
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The Power OF Listening
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Listen is the Heart of Communication
• Look Interest get Interest• Involve yourself• Stay on Target• Test your understanding• Evaluate the Message• Neutralize your feelings
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Bring Listeners from Mars to Earth
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Effective Listeners make Effective Communication
Minimize Distraction
Show Active involvement
Do not Interrupt
Ask Reflective Questions
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YOU ATTITUDE
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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
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4Ps For Writing Success
Politeness
Be Professional
Positivity
Make It Personal
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Writing Persuasive Memos (cont.)
Create goodwill by being respectfulDemanding: 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.
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Memos: An Examplelnter 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 yournew 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 benefitI our employees. We encourage you to use new medical card whenever you visit the healthI 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
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A.I.D.A Model
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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".
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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
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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
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Nonverbal CommunicationFacial
expressions
Body language
Eye contactDress and physical
appearance
Gestures
When our words send one message and our nonverbal cues send another message, people almost always believe our nonverbal cues
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Six Basic Emotions that most people express & recognize
Sadness
AngerFearSurprise
DisgustHappiness
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Body language
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Eye contact
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Dress and physical appearance
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Gestures
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Fear Of Public Speaking
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Fear Of Public Speaking
Stage Freight
Spot Light
Un Prepared
In Experienced
Speaking To Death
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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.
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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
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Effective Public Speaking
Vocabulary
Preparation
Practice
Presence
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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.
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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
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Understanding the Public Speaking Personality Type Quadrants
Lecturer Philosopher
Persuader Motivator
Restrained
Fact Based Feeling Based
Expressive
Presenters 4 Types of Personality
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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.
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Etiquettes
• Cell Phone Etiquette
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ETIQUETTEHand Shake Etiquette Interview EtiquetteEating EtiquetteMeeting EtiquetteMobile EtiquetteTelephone EtiquetteCorporate EtiquetteBusiness EtiquetteSocial EtiquetteVisiting Card EtiquetteEmail Etiquette etc…
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• Cell Phone Etiquette• Dining Etiquette
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Mehrabians Communication Study
• Verbal - Words Spoken• Vocal - Intonation• Body Language
7% Words
38 % Tone
55 % Body Language
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Total Communication Process
Reading16%
Writing9%
Speaking30%
Listening45%
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Questions
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OBJECTIVES
• LEARN
• INSPIRE
• MOTIVATEPrepared By: M Moazzam Ali
Prepared By: M Moazzam Ali
Prepared By: M Moazzam Ali