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CENTER FOR TECHNICAL
COMMUNICATION
for IE 496:Writing/Presenting Internship Reports
Presented by:
Floreal Prieto
Center for Communication,University at Buffalo
Fall 2006
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STEPS IN THE COMMUNICATING PROCESS
Define your purpose PLAN
Understand your audience
Select your information SELECT/
Organize (outline) your information ORGANIZE
Create the narrative
Use easy-to-understand language WRITE/
Format for reader ease and appeal EDIT
Review, edit, finalize, and issue
Plan and organize your presentation PRESENT
Prepare effective visuals
Deliver your presentation
USE THE PROCESS
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PRE-WORK: THE CRITICAL FIRST STEP
Certain issues must be addressed before you organize, outline, and write your document.
The four key questions:> Who are your readers?
- Group profile- Target
> What response or action are you seeking?> How do you communicate your message - written memo; conversation; meeting?> What information should you provide?
- Information sources; “gaps”- Level of detail
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UNDERSTANDING YOUR AUDIENCE
Profile> Size> Background> Knowledge> Diversity> Target(s)
Needs and Expectations> What audience needs/expects from you> What you need/expect from the audience
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BASIC ORGANIZATION MODEL
Purpose
Define: Topic/problem/issueScope and objectivesContext; reference
Command: Attention and interest; “hook” your reader
Message
Deliver: ConceptsSolutionsSupporting informationResults and conclusions
Define: RecommendationsActions/next steps (you; your readers)
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DELIVERING THE MESSAGE: Options
Your message may be presented in a variety of ways…
Main Point First (Order of Importance)
Main Point Last (Chronological)
Major Event Focus
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MAIN POINT FIRST (Order of Importance)
Information Sequence1. Recommended approach, method, solution, or design2. Results; conclusions; recommended actions 3. Discussion; technical detail; supporting data 4. Appendices containing background and additional
information
Typical Applications– Memos/letters of all types– Reports of all types– Proposals
Note: Most powerful format…critical information presented first, with details following…”bottom-line” orientation.
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“DOUBLE-5” ORGANIZATION METHOD
Scientific Tech./Business
Objective Problem; issueApparatus Scope and goalsMethod SolutionObservations Results; conclusionsConclusions Recommendations
PURPOSE
MESSAGE
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ENSURE INFORMATION “QUALITY”
SELECT THE RIGHT LEVEL OF DETAIL
COMMUNICATE WITH ALL YOUR READERS
ORGANIZE INFORMATION LOGICALLY
WRITE CONCISELY
STRIVE FOR CLARITY; EASE OF UNDERSTANDING
The major challenges are:> Define the audience, including the “primary target”> Determine the “right” level of detail
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LOGICAL FLOW OF INFORMATION
Problem described
Scope and objectives defined relative to the problem
Solution - addressing specific objectives
Results - of applying your solution
Conclusions - based on the results
Recommendations - action; next steps
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OUTLINING
> Gather and organize information> Identify “gaps” in the information> Basis for early review and planning
Purpose
> Prompting> Brainstorming> Hybrid approach
Outlining Techniques
What works for YOU and YOUR TEAM.
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USE THE OUTLINE TO ADVANTAGE
> Organize your thoughts; information> Get information down - briefly; quickly
A Personal Tool; A Team Tool
> Define and agree on: scope; content; organization.> Information checklist… do you have what you need?
A Tool for Review
Outline and Gather Information EARLY
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CREATING THE NARRATIVE
“From the general to the specific”
Underlying principle
> Paragraphs - relationships among sentences> Report - relationships among paragraphs
Coherency
Logical reasoning
> Information content and sequence> Headings - sections/sub-sections
Consistent with your outline
> Deductive> Inductive> Inductive-deductive
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TYPICAL PARAGRAPH STRUCTURE
Paragraph: A collection of related sentences dealing with a single topic.
Typical paragraph structure (deductive style)
Topic Sentence
Supporting Evidence
Wrap-Up Sentence, and
Transition
Typical paragraph length: 4 to 6+ sentences
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EXAMPLE: PARAGRAPH STRUCTURE
To respond to this survey message, we are now planning to broaden our TC program at UB to cover all four undergraduate years. For this effort, we have established a steering committee that comprises engineering faculty, mentors from industry, and TC faculty. We are particularly examining alternative TC teaching methods and instruction, addressing both written and oral communication skills, that may be effectively integrated with specific engineering courses. Also, we are building a consistent program of content models and techniques based on past experience and surveyed students’ recommendations. Thus, students will have opportunities to continuously improve their TC skills throughout their 4-year engineering curriculum.
Topic Supporting Facts Summary
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PARAGRAPH STRUCTURE (Original)
The following case study is a description of a fictional company, CRIMTECH. Most of the study concentrates on CRIMTECH Richmont headquarters and the Springfield manufacturing plant. This study focuses on several customer quality issues of the Boardway part produced by CRIMTECH at its Springfield manufacturing facility. As a commodity part, Boardway sells for approximately one penny per piece to customers. The majority of this case study is based on the manufacturing, communication, and human resources issues which arise due to several flaws in CRIMTECH new manufacturing cell located at the Springfield plant. There are five areas at Crimtech’s Springfield plant comprised of plating, three assembly sections, the fifth section is stamping, molding, and the tool room. Each section has a designated supervisor but the plant lacks a business unit manager locally. Excess Words Non-Parallelism Imprecision
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PARAGRAPH STRUCTURE (Revised)
The following case study concerns a fictional company – CRIMTECH – and specifically CRIMTECH’s Richmont headquarters and the Springfield manufacturing plant. The five areas at the Springfield plant include plating, three assembly sections, and the fifth section (stamping, molding, and the tool room). Each section has a designated supervisor but the plant lacks an on-site business unit manager. This study focuses on several quality issues with the Boardway part produced by CRIMTECH at its Springfield facility. This commodity part sells for approximately one penny per piece. This case study addresses the manufacturing, communication, and human resources issues that arise due to several flaws in CRIMTECH’s new manufacturing cell at Springfield.
Topic Sentence
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FORMAT
The two meanings of format:
1. Sequence of presentation…
Standard arrangement for reports, memos, proposals, letters (format conventions).
2. Physical arrangement and appearance of the finished document…
Use of graphic and text processing techniques to create documents that are visually attractive anddistinctive (document design).
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WHY FORMAT YOUR DOCUMENT?
To make it EASY for the reader to read, understand, and reference
To make it “accessible” to a range of readers
To comply with internal or client requirements
To make it visually appealing
NOTE: PC software makes it EASY for the writer to format.
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FORMATTING CONCEPTS
Create some “white space”.
Create structure and emphasis with headings, sub-headings, and type variations.
Guide your readers by employing:> A detailed table of contents> An executive summary> Section summaries> Highlighting techniques.
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DO YOU PREFER TO READ? THIS …
Three tasks must be completed to meet these objectives. First, survey commercially available software for data networking; select a development environment, including a compiler, operating system, debugger, etc., and a run-time networking suite that offers Ethernet and Serial communications with TCP/IP, routing services, STREAMS-based module interconnectivity, IEEE 802.11 wireless LAN layers, and SNMP management. Second, select a commercially available i960 processor board for this networking environment. Understand its capabilities and limitations. Third, interface our spread spectrum technology to this processor board.
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… OR THIS? Three tasks must be completed to meet these objectives. 1. Survey commercially available software for data networking; select a development environment (compiler, operating system, debugger, etc.), and a run-time networking suite that offers Ethernet and Serial communications with: -- TCP/IP -- Routing services -- STREAMS-based module interconnectivity -- IEEE 802.11 wireless LAN layers -- SNMP management. 2. Select a commercially available i960 processor board for this networking environment. Understand its capabilities and limitations. 3. Interface our spread spectrum technology to this processor board.
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GENERIC REPORT FORMAT
Typical Organization
1. Cover Letter (as needed)
2. Title Page
3. Table of Contents
4. Executive Summary
5. Report Sections (see Case Study Model)
6. References (as needed)
7. Appendices (as needed)
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VALUE OF THE EXECUTIVE SUMMARY
An accurate synopsis of your report (addresses all elements) written in narrative style.
Emphasis on principal points and critical supporting information.
Management level focus and appeal.
A valuable part of major reports and proposals.
A good basis for a short verbal overview.
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GUIDELINES FOR LISTS
Why use lists?> Clarify complex information> Permit rapid scanning> Provide visual relief
Types of lists> Paragraph> Vertical
The “Rule of Parallelism”
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CHARACTERISTICS OF A GOOD LIST
A GOOD LIST SHOULD:
Be introduced by a carefully structured lead or “umbrella” sentence
Consist of logically comparable items
Use words, phrases, or short sentences
Apply the rules of “parallelism” throughout
Use numbers or letters when order is important or items are referenced elsewhere
Use bullets when order or reference are unimportant.
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IMPROVE DOCUMENT READABILITY
Use Understandable LanguageAccurate PreciseSimple Concise
Apply the 5 Editing Tools> Trim the excess> Minimize the use of “and”> Reduce the use of passive voice> Enhance clarity> Observe the 20 wps guideline
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THREE MAJOR AREAS OF CONCERN
I – EXCESS WORDSI – EXCESS WORDS
II – LACK OF CLARITYII – LACK OF CLARITY
III – POOR GRAMMARIII – POOR GRAMMAR
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HOW WE TALK; HOW WE WRITEThe situation: Reporting on field tests
The test engineer said …We ran six tests on the ABC chemical plant in September, covering a broad range of operating conditions. The plant met all specified power and production requirements. Call me if you want more details. (34 words)
The test engineer wrote …The ABC production plant was tested in September. Six tests were run over a broad range of operating conditions.It was determined that the plant met all performance requirements for power and production. If you wish to obtain more detailed information, please contact the undersigned.(45 words)
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EDIT, PLEASE !
Based on our current knowledge of mathematical
principles, it is our understanding that it can be
stated, without fear of contradiction, that the
square root of 81 (eighty-one) is equal to 9 (nine).
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EXCESS WORDS: Some “Flags”
Passive voice – forms of the verb “to be”
Too many prepositions – e.g., “to”; “of”; “in”
Phrases containing “which” and “that”
Low-value words/phrases – e.g., “There is …”; “In order to …”
Overuse of noun forms of verbs – words that end in “-tion” or “-ment”; usually with “make”
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TRIM THE EXCESS WORDS
The power supply for the panels has had its cover removed and it was mounted inside the case. The cover did not appear to act as a heat sink for any part of the supply, and it was deemed that ventilation might be more readily achieved by removing the cover. (50)
When mounting panel power supplies inside the cases, remove power supply covers to improve ventilation. These covers do not function as a heat sink. (24)
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PASSIVE VOICE VS. ACTIVE VOICE
When the project of creating the reference guide was first undertaken, it was thought that the material researched should be presented in the form of a chart. (3 passives) (27)
When we started to create the reference guide, we decided to present the research material in chart form. (0 passives) (18)
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LACK OF CLARITY
Pronouns not associated with their intended nouns
Incorrect or imprecise words and phrases
Omission of transition words or phrases
Undefined jargon and acronyms
Incorrect use of articles
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MAKE “IT” CLEAR
When the baby is done drinking, it must be unscrewed and put under a faucet. If it does not thrive on fresh milk, it must be boiled. (27)
Three different meanings for “it.”
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MAKE “IT” CLEAR
When the baby is done drinking, it must be unscrewed and put under a faucet. If it does not thrive on fresh milk, it must be boiled. (27)
When the baby is done drinking, unscrew the bottle cap and put the bottle and cap under a faucet. If the baby does not thrive on fresh milk, then boil the milk first. (33)
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USE TRANSITIONS EFFECTIVELY
INITIAL APPROACH
The initial solution used molded plastic pieces to replace the welded metal. The solution was rejected, as the costs to create the custom molds were unacceptably high. The first solution was technically elegant. It didn’t make sense from a business point of view considering present production volume. We focused on a more economically feasible solution.
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USE TRANSITIONS EFFECTIVELY
IMPROVED APPROACH
The initial solution used molded plastic pieces to replace the welded metal. The solution was rejected, however, as the costs to create the custom molds were unacceptably high. (While; Although) the first solution was technically elegant, it didn’t make sense from a business point of view considering present production volume. (Then; Consequently; As a result), we focused on a more economically feasible solution.
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DEFINE ACRONYMS & JARGON
Representatives from OSHA and the EPA will visit the plant next week. OSHA wishes to discuss ergonomic issues, and the EPA will be reviewing our waste oil disposal procedures.
Representatives from OSHA (Occupational Safety & Health Administration) and the EPA (Environmental Protection Agency) will visit the plant next week. OSHA wishes to discuss ergonomic issues, and the EPA will be reviewing our waste oil disposal procedures.
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INCORRECT OR IMPROPER GRAMMAR
Illogical mixing of tenses in the same paragraph
Disagreement between subject and verb
Misplaced modifiers
Incorrect word usage
Improper punctuation, particularly when using commas
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AVOID MISPLACED MODIFIERS
Having been idle for over three years, a Region engineer will start up the customer’s N-plant next month.
Next month, a Region engineer will start up the customer’s N-plant that has been idle for over three years.
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KEY CONCEPTS
Plan Before You Write
Use the Writing Process
Organize Logically
Write the Way You Talk
Communicate to Get Action
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“ENGINEERING” YOUR WRITING
A “STAGED” MODEL
STAGE 1: Organize (Outline) - Accurate, complete, and well-organized information
STAGE 2: Create the Draft - Focus on content; ensure clear purpose and message - Develop graphics (tables, schematics, etc.)
STAGE 3: Edit the Draft - Edit for language; refine graphics; prepare summary
STAGE 4: Format the Report - Format for easy reading and reference; prepare TOC
STAGE 5: Review, Finalize, and Issue - Final review, proofread, revise, and issue
NOTE: Do a quality check at each stage to avoid the “massive iteration.”
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TEAM REPORTS AND PROPOSALS
To prepare a quality report, the team must:> Develop a good plan> Gather the necessary information> Prepare a comprehensive outline> Reach consensus on content, detail, organization, style, and format> Share the work equitably.
A strong team leader is needed to integrate the inputs and reconcile differences.
> Establish objectives and “buy-in”> Coordinate team efforts> Resolve conflicts
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ORAL PRESENTATION - WHY?
> Immediate information> Immediate feedback> Group interaction> Understanding> Consensus (agreement; buy-in)
Opportunity for:
Must focus on the key concepts.You have one chance to deliver the message.
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TYPES OF ORAL PRESENTATIONS
> Large group setting; auditorium> Highly structured> Limited opportunity for interaction
Formal
> Small group setting; conference room> Less structured> High group interaction
Informal
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WHAT WE WILL DISCUSS …
Delivering Your Presentation
Preparing Your Presentation
Planning & Organizing
Characteristics & Complexities
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RIGHT BRAIN vs. LEFT BRAIN
Right Brain Left Brain
Feelings; emotion Words; facts; figures
The “synthesizer” Academic training > Processes stimuli > Intellect > Recognizes patterns > Knowledge > Inherently ambiguous > Logical; precise
Dominant in IPC Realm of the written word
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A CONVINCING PRESENTATION
A more complex type of communication
Three elements: VerbalVocalVisual
…must work together and be consistent
Consistency ==> Believability
Inconsistency ==>Message is blocked
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PLAN & PREPARE YOUR PRESENTATION
1. Know your audience
2. Know your time limit
3. Organize your presentation- Outline; storyboard- Prepare notes
4. Create effective visuals
A four-step approach to creating a focused presentation:
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PRESENTATION FORMAT
TITLE
OVERVIEW
INTRODUCTION
PROBLEM IDENTIFICATION
SOLUTION
EXPECTED RESULTS
CONCLUSIONS; RECOMMENDATIONS
SUMMARY & CLOSE
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CREATING AND USING VISUALS
Effective Visuals > Reinforce the speaker’s message > Help the audience to absorb new information quickly (i.e., see/hear)
Common Characteristics > Easy to read (large lettering; generous spacing) > Simplified figures, tables, and schematics
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VISUALS: TYPES AND FUNCTIONS
• Title Page
• Text Visuals
• Schematics
• Graphs and Charts
• Tables
• Metaphorical Figures
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DEPARTMENT FOCUS AND GOALS (Original)
Initial mailings and follow-up complete
Evaluate working relationships with programmers
XYZ specification sheets complete
XYZ contract issues resolved
Internal information sessions (by mid-March)
Client information sessions (by mid-April)
Continue work process development
Expand project portfolio by 15%
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DEPARTMENT FOCUS AND GOALS (Revised)
Department Publicity Program > Internal mailings and follow-up complete > Internal information sessions (by mid-March) > Client information sessions (by mid-April)
XYZ Issues > Specification sheets complete > Contract issues resolved
Management Issues > Continue work process development > Evaluate working relationship with programmers > Expand project portfolio by 15%
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RESULTS (Original)
The case will be more durable-- Will withstand a drop from six feet-- Requires 75 lbs. of pressure to crack front cover
Safety concerns will be eliminated
Increased customer satisfaction
Provide us with $1.5 million in revenue per year
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A REDESIGNED CASE WILL … (Revised)
Be more durable-- Withstand a 6 foot drop-- Resist pressure approaching 75 lbs. on the front cover
Eliminate safety concerns
Generate $1.5 million annual revenue
Increase customer satisfaction
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ORAL PRESENTATION
Instead:
Speak in a conversational style, prompted by: > Your visuals > Brief notes
Write & Read Verbatim
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DELIVERING AN ORAL PRESENTATION
Developing and using notes
Developing and using visuals
Using effective delivery techniques > Eye contact > Posture > Voice level > Voice inflection
Managing the Q & A
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PRESENTATION DON’T’s AND DO’s
DON’T > Read your presentation > Memorize your presentation > Get disrupted by interruptions > Exceed your time limit
DO > Dress appropriately > Have a strong message; believe it > Develop a strong opening and closing > Know your stuff; establish credibility > PLAN, PREPARE, and PRACTICE
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WORKING WITH VISUALS
YOU, the speaker, are primary
Visuals are secondary - an aid to YOU
Introduce each visual - Touch, Turn, Talk
Don’t be afraid of a little SILENCE
Keep the lights UP
Stay close to the screen
Limit your use of a pointer
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EFFECTIVE EYE CONTACT
Truly SEE your audience
Rapid scanning - NO!
Controlled eye contact - YES!
Benefits - to your audience; to you
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EFFECTIVE POSTURE
For “stand-up” presentations...
Balanced stance
Hands at your sides
Gestures for emphasis
No distracting mannerisms
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VOICE LEVEL
Slightly above conversation level- Authoritative- Dynamic- Interesting
Holds audience’s attention
Conveys confidence/knowledge
Enhances audience’s understanding
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USE OF INFLECTION
HOW will you use these new techniques?
How WILL you use these new techniques?
How will YOU use these new techniques?
How will you USE these new techniques?
How will you use THESE new techniques?
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MANAGING THE Q & A
? Qs during the presentation; or
? Qs after the presentation
? Effective eye-to-eye contact
? Restate; rephrase
? Connect with the key issue
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CONTROL YOUR NERVOUSNESS
You can’t get rid of the “butterflies,” so make them fly in formation.
Some suggestions for controlling the “nerves”
Identify the “worst case” scenario
Don’t try to be perfect
Get to know your audience
Make the room your own
Loosen up physically
PREPARE and PRACTICE
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DEVELOPING AND REFINING YOUR SKILLS
A continuous journey
Improved models and techniques
PRACTICE; PRACTICE; PRACTICE
Constructive feedback
Increased capability and confidence
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CONTACTING THE CTC
Find out more about our Center and our programs by visiting our web site:
www.ctc.buffalo.edu
Or call (716) 645-3470: Bill Grunert; Ext. 2156
[email protected] Floreal Prieto; Ext.2156 [email protected]