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Fundamentals of Public Administration

MPA – 406Lecture - 27

FACILITATORProf. Dr. Mohammad Majid Mahmood

0333-5188677, majidbagram@yahoo.com

Reflections

Forms ofCommunication

FORMS OF COMMUNICATION

Verbal Communication: The sharing of information by means of words, either spoken or written.

Nonverbal Communication: The sharing of information by means of facial expressions, body language, and mode of dress.

Most Common Ways to Communicate

Speaking Visual Images

WritingBody Language

EFFECTIVE COMMUNICATION

• WHAT you say is not nearly as important as HOW you say it!

• A dull message delivered by a good communicator will be accepted as brilliant. 

• An excellent message delivered by someone who is not interested in the topic, will not take the attention of its audience.

WrittenCommunication

TYPES OF WRITTEN COMMUNICATION

• Letters• Memos• Minutes of meetings• Reports • Feasibility studies• Emails

• Web-based documents• Instructions• Questionnaires/

surveys• Promotional material• Employment contracts• Other documents

Listening Skills

Hearing: Hearing occurs when your ears pick up sound

waves being transmitted by a speaker. Hearing is an INACTIVE, INVOLUNTARY

process.

Listening: Listening involves recognizing, understanding and accurately interpreting messages received. Listening is an ACTIVE, VOLUNTARY process which requires ENERGY.

HEARING & LISTENING

Seven Levels of Listening

1 Not listening: Not paying attention to or ignoring the other person’s communications.

2 Pretend listening: Acting like or giving the impression that you are paying attention to another person’s communications, but in actuality not really paying attention to that individual.

3 Partially listening: Only focusing on part of the other person’s communication or only giving it your divided attention.

4 Focused listening: Giving the other person your undivided attention to his or her communication.

Seven Levels of Listening

5 Interpretive listening: Going beyond just paying attention but really trying to understand what the other person is communicating.

6 Interactive listening: Being involved in the communications by asking clarifying questions or acknowledging understanding of the communication.

7 Engaged listening: Being fully engaged in communications involves listening to the other person’s views, feelings, interpretations, values, etc., In engaged listening, both parties are given the opportunity to fully express their views, feelings, and ideas.

Listening Guides at the Workplace

Stop talking. You cannot listen if you are talkingThink before you speakShow the talker that you want to listen.Remove distractions.Be patient.Hold your temper.Go easy with arguments and criticisms.Keep an open mindPostpone judgmentBe alert and in the presentAsk questions to show interest.

Presentations

People judge your presentation based on how you present

CHARACTERISTICS OF SPEECH

Pitch (how high or low the voice is) Tempo (rate of speaking) Rhythm (timing and emphasis on words) Articulation (how clearly words are

pronounced)

TYPES OF PRESENTATIONS

Present project proposals or updates

Deliver oral briefings and advice

Inform colleagues of workplace procedures

Provide one-to-one or group instructions

Online presentations

Report on team meetings

Promote your organisation’s products & services

Relax before presentation. Know your material. Visualize yourself giving your speech. Know the room. Know the audience. Realize that people want you to succeed. Don't apologize. Concentrate on the message - not the medium. Practice builds confidence.

TIPS FOR SUCCESSFUL PRESENTATIONS

EFFECTIVE COMMUNICATION DOs and DON'Ts

DO be direct, courteous and calm DON'T be rude and pushy DO acknowledge that what works for you may not work

for others DON'T make personal attacks DO say main points first, then offer more details if

necessary DON'T expect others to follow your advice or always agree

with you DO listen for hidden feelings DON'T suggest changes that a person can not easily make.

Conclusion

Thank you for your kind attention!

Thank you for your kind attention!

FACILITATORProf. Dr. Mohammad Majid Mahmood