communication techniques for success

Prepared By: M Moazzam Ali

OBJECTIVES• LEARN

• INSPIRE

• MOTIVATEPrepared By: M Moazzam Ali

COMMUNICATION TECHNIQUES FOR

SUCCESS


What are Our Fears...???


COMMUNICATION • The word communication is derived

from the Latin word Communicare.

Which means “ To Make Commune, To Share, To Transmit or To Impart”


Consider the following photographs


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

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.


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


Horizontal Communication.

Supervisor

Forman Forman Forman

HIERARCHY LEVEL


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


Types of Business Communication

Verbal Communication

Nonverbal Communication


Verbal Communication• THE EXCHANGE OF INFORMATION, IDEAS,

THOUGHT, THROUGH THE USE OF VERBAL OR SPOKEN WORDS.

Speech communicationWritten communication


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.


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 mailPrepared By: M Moazzam Ali

LEVELS OF COMMUNICATION

INTRAPERSONAL

INTERPERSONAL

GROUP

ORGANIZATION

PUBLIC


INTRAPERSONAL COMMUNICATION


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


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


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


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


The Power OF Listening


Listen is the Heart of Communication

• Look Interest get Interest• Involve yourself• Stay on Target• Test your understanding• Evaluate the Message• Neutralize your feelings


Bring Listeners from Mars to Earth


Effective Listeners make Effective Communication

Minimize Distraction

Show Active involvement

Do not Interrupt

Ask Reflective Questions


YOU ATTITUDE


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


4Ps For Writing Success

Politeness

Be Professional

Positivity

Make It Personal


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.


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


A.I.D.A Model


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".


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


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


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


Six Basic Emotions that most people express & recognize

Sadness

AngerFearSurprise

DisgustHappiness


Body language


Eye contact


Dress and physical appearance


Gestures


Fear Of Public Speaking


Fear Of Public Speaking

Stage Freight

Spot Light

Un Prepared

In Experienced

Speaking To Death


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.


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


Effective Public Speaking

Vocabulary

Preparation

Practice

Presence


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.


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


Understanding the Public Speaking Personality Type Quadrants

Lecturer Philosopher

Persuader Motivator

Restrained

Fact Based Feeling Based

Expressive

Presenters 4 Types of Personality


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.


Etiquettes

• Cell Phone Etiquette


ETIQUETTEHand Shake Etiquette Interview EtiquetteEating EtiquetteMeeting EtiquetteMobile EtiquetteTelephone EtiquetteCorporate EtiquetteBusiness EtiquetteSocial EtiquetteVisiting Card EtiquetteEmail Etiquette etc…


• Cell Phone Etiquette• Dining Etiquette


Mehrabians Communication Study

• Verbal - Words Spoken• Vocal - Intonation• Body Language

7% Words

38 % Tone

55 % Body Language


Total Communication Process

Reading16%

Writing9%

Speaking30%

Listening45%


Questions


OBJECTIVES

• LEARN

• INSPIRE

• MOTIVATEPrepared By: M Moazzam Ali

communication techniques for success

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