Presentation and Communication Skills

Course Code : 10B11PD111

Course Credit : 3

Contact hours : 3

Listening is the key to effective communication.

Difference between

Presentation and Communication

What is communication?

It is the process by

which meanings are

exchanged between people

through the use of

common set of symbols.

It is the process by

which meanings are

exchanged between people

through the use of

common set of symbols.

Definition

Presentation

“Something set forth to an audience in a

formal environment for the attention of the

mind to get a desired effect”

Importance of Communication

Getting jobs you want

Gaining Promotions

Providing Leadership

Being productive on the job

Relating Positively to Others

Assuring the Success of your Organization

7 Cs of Communication

• Completeness• Conciseness• Consideration• Concreteness• Clarity• Courtesy• Correctness

The 7 Cs of Communication COMPLETENESS

Please meet me. (check for ‘5 W’ questions)

CONCISENESSin close proximity to (avoid) nearbypursuant to your enquiry (avoid) as you requested

CONSIDERATIONI want to express my sincere thanks for the good words.(Avoid I attitude)Thank you for your kind word.(Adopt You attitude)

CONCRETENESS

Goods are soon being dispatched. (vagueness)

Goods will be dispatched on 2nd July. (concreteness)

CLARITY

at all times (avoid) always

revert back (avoid) revert

during the year 1997(avoid) during 1997

COURTESY

Thank you for the prompt reply.

CORRECTNESS

Patterns of Business Communication

Internal or external

Formal or Informal

Work related or personal

More Patterns of Business Communication

Vertical (upward or downward)

Horizontal

Serial

Network

Grapevine

Communication Types and ChannelsCommunication Types and Channels

VerbalVerbalNon VerbalNon Verbal

Oral Written Sign Language Body LanguageBody Language

VisualSigns

VisualSigns Audio

Signs

Audio Signs

Communication Process

The communication environment includes the

sender, the message, the receiver, feedback,

and communication barriers.

Elements In Communication

SenderSender ReceiverReceiverMessage

Channel

Feedback

The Communication ProcessBasic Model

2.Sender

encodes idea in

message

2.Sender

encodes idea in

message

3.Message travels

over channel

3.Message travels

over channel

1.Sender

has idea

1.Sender

has idea

4.Receiver decodes message

4.Receiver decodes message

6.Possible additional

feedback to receiver

6.Possible additional

feedback to receiver

5.Feedback travels

to sender

5.Feedback travels

to sender

Communication Barriers Word choice, Punctuation, spelling, grammar, and sentence

structure Type of message; Appearance of the sender or the message Environmental factors; Physical distractions Receiver capability; listening Bypassing Limited frame of reference Emotional interference Ego involvement Fear of reprisal for honest communication Turf wars

Word Choice Denotative Versus Connotative Meaning

Word Possible MeaningsAssertive Energetic, PushyCompromise Adjust, Give inFunny Humorous, Unusual

IdiomGeneral Idioms Business IdiomsDrop me a line. Jenny is saddled with debt.You’re pulling my leg. It’s just a ballpark estimate!He’s born with a silver spoon. Will you crunch the numbers?

Implications and Inferencese.g. My work is undervalued.

Barriers That Block the Flow of Information in Organizations

Closed communication climate Top-heavy organizational structure Long lines of communication Lack of trust between management and

employees Competition for power, status, rewards

"TANJOOBERRYMUTTS" ...  

By the time you read through this YOU WILL UNDERSTAND "TANJOOBERRYMUTTS" ...and be ready for China. In order to continue getting-by in China, we need to learn English the way it is spoken...... Practice by reading the following conversation until you are able to understand the term "TANJOOBERRYMUTTS".   With a little patience, you'll be able to fit right in. Now, here goes... The following is a telephonic exchange between maybe you as a hotel guest and room-service today......

Room Service : "Morrin. Roon sirbees."  

Guest : "Sorry, I thought I dialed room-service. "

Room Service: "Rye . Roon sirbees...morrin! Joowish

to oddor sunteen???“

Guest: "Uh..... Yes, I'd like to order bacon and eggs."  

Room Service: "Ow ulai den?"  

Guest: ".....What?? "  

Room Service: "Ow ulai den?.Pryed, boyud, pochd?"  

Guest: "Oh, the eggs! How do I like them? Sorry..

Scrambled, please."

Room Service: "Ow ulai dee bayken ? Creepse?" Guest: "Crisp will be fine."   Room Service: "Hokay. An sahn toes?"   Guest: "What?"   Room Service: "An toes. ulai sahn toes?"   Guest: "I.... Don't think so.."   Room Service: "No?  Udo wan sahn toes???"   Guest: "I feel really bad about this, but I don't know what 'udo wan sahn toes' means." Room Service: "Toes! Toes!...Why Uoo don wan toes? Ow bow Anglish moppin we botter?"   Guest: "Oh, English muffin! !! I've got it! You were saying 'toast'..Fine...Yes, an English muffin will be fine." Room Service: "We botter?" 

Guest: "No, just put the bottor on the side."  Room Service: "Wad?!?"  Guest: "I mean butter... Just put the butter on the side."  Room Service: "Copy?’’Guest: "Excuse me?" Room Service: "Copy...tea...meel?" Guest: "Yes. Coffee, please... And that's everything." Room Service: "One Minnie. Scramah egg, creepse bayken , Anglish moppin, we botter on sigh and copy ... Rye ??" Guest: "Whatever you say." Room Service: "Tanjooberrymutts. " Guest: "You're welcome"

Remember I said "By the time you read through this YOU WILL UNDERSTAND 'TANJOOBERRYMUTTS”!!! and you do, don't you!

A Classic Case of Miscommunication

In Center Harbor, Maine, local legend recalls the day when Walter Cronkite steered his boat into port. The avid sailor was amused to see in the distance a small crowd on shore waving their arms to greet him. He could barely make out their excited shouts: “Hello Walter, Hello Walter!”

A Classic Case of Miscommunication

As his boat came closer, the crowd grew larger, still yelling. Pleased at the reception, Cronkite tipped his white captain's hat, waved back, even took a bow. But before reaching dockside, Cronkite's boat abruptly jammed aground. The crowd stood silent. The veteran news anchor suddenly realized what they'd been shouting: “Low water, low water!”

Analysis of Flawed Communication Process

Analysis of Flawed Communication Process

Sender has idea

Warn boater

Sender has idea

Warn boater

Analysis of Flawed Communication Process

Sender has idea

Warn boater

Sender has idea

Warn boater

Sender encodes message

“Low water!”

Sender encodes message

“Low water!”

Analysis of Flawed Communication Process

Sender has idea

Warn boater

Sender has idea

Warn boater

Sender encodes message

“Low water!”

Sender encodes message

“Low water!”

Channel carries message

Message distorted

Channel carries message

Message distorted

Analysis of Flawed Communication Process

Sender has idea

Warn boater

Sender has idea

Warn boater

Sender encodes message

“Low water!”

Sender encodes message

“Low water!”

Channel carries message

Message distorted

Channel carries message

Message distorted

Receiver decodes message

“Hello Walter!”

Receiver decodes message

“Hello Walter!”

Barriers That CausedCronkite Miscommunication

Frame of reference

Language skills

Listening skills

Receiver accustomed to acclaim and appreciative crowds.

Maine accent makes "water" and "Walter" sound similar.

Receiver more accustomed to speaking than to listening.

Barriers That CausedCronkite Miscommunication

Emotional interference

Physical barriers

Ego prompted receiver to believe crowd was responding to his celebrity status.

Noise from boat, distance between senders and receivers.

Which of these barriers could be overcome through improved communication skills?

Overcoming Communication Barriers

Realize that communication is imperfect.

Adapt the message to the receiver.

Improve your language and listening skills.

Question your preconceptions.

Plan for feedback.

MISCOMMUNICATION IN

PRODUCT EVOLVEMENT

As Marketing Requested It

As Sales Ordered It

As Engineering Designed It

As Production Manufactured It

As Maintenance Installed It

What the Customer Wanted

Facilitating Communication Positive Attitude

Improve it

Help others in improving theirs

Maintain good relationships

Bring in creativity in communication

Accept the reality of miscommunication and work to minimize its negative impacts

Message AnalysisBill, thanks for recomending that I attend the defective

righting seminar at Ross College. It was out standing?

The segment of the seminar I found more useful was the part

explaining how to write from the I-viewpoint. Today’s

business world is vary competitive, an focusing on the sender

can give you the edge you need to maintain favorable relatives.

Youll agree, I’m sure that my massages have improved all

ready. I give you partial credit for the change. Lunch at The

Derby Deli next weak will be my treat.