how to speak professionally & project a positive corporate image day 2 “what you say …”

How to How to Speak Speak

ProfessionallProfessionallyy

& Project a Positive & Project a Positive Corporate ImageCorporate Image

Day 2Day 2““WhatWhat you say …” you say …”

Identifying Communication Identifying Communication BarriersBarriers

Language ProficiencyLanguage Proficiency a..c..y..xabcxyz

Assumptions we makeAssumptions we make

Cultural divideCultural divideHave you taken your

lunch?

Nice shirt – You paid how

much?

Specialist / Non-specialist divideSpecialist / Non-specialist divide∑∩∂∞≠Ǎθ ??

?

Identifying Communication Identifying Communication BarriersBarriers

Personality Factors Personality Factors ABCXYZZXX!!abcxyz

Authoritative mistaken as AggressivePersistent mistaken as ArgumentativeConfident mistaken as Arrogant

Quiet mistaken as Ignorant

Assertive mistaken as Intrusive

Establishing PersonalityEstablishing Personality

How are you perceived … How are you perceived …

When you talk too little ...When you talk too little ...No opinion of your ownNo opinion of your ownYes-man / Yes-womanYes-man / Yes-woman

Establishing PersonalityEstablishing Personality

How are you perceived … How are you perceived …

When you talk too much …When you talk too much …OpinionatedOpinionatedHyper-critical & NegativeHyper-critical & Negative

Establishing PersonalityEstablishing Personality How are you perceived … How are you perceived …

When you don’t use the When you don’t use the ““Magic WordsMagic Words” …” …

For AppreciationFor Appreciation ““Thank youThank you”, “”, “PleasePlease” …” …

For RecognitionFor Recognition ““Good ideaGood idea”, “”, “That’s usefulThat’s useful”, ”, ““Good questionsGood questions”, “”, “ExcellentExcellent” …” …

Making the Making the RightRight

ChoicesChoices

We all need to communicate effectively.

“It doesn’t really matter, so long as you get the message across”

RightRight Choices Choices Effective Communication Effective Communication

INACCURATEINACCURATE

IRRESPONSIBLEIRRESPONSIBLEDANGEROUSDANGEROUS

There are two issues: There are two issues: the motor-bike is parked in the wrong the motor-bike is parked in the wrong

place.place.it needs to be re-parked in the correct it needs to be re-parked in the correct

place.place.1.1. ““Is that your motor-bike?”Is that your motor-bike?”2.2. ““Who has parked that motor-bike right in front of the Who has parked that motor-bike right in front of the

entrance?”entrance?”3.3. There is an area round the side specially for motor-bikes.”There is an area round the side specially for motor-bikes.”4.4. What a stupid place to leave a motor-bike.”What a stupid place to leave a motor-bike.”5.5. ““I hope you don’t mind, but could you please park your I hope you don’t mind, but could you please park your

motor-bike round the corner?”motor-bike round the corner?”6.6. ““We need to keep the entrance free at all times.”We need to keep the entrance free at all times.”7.7. ““Whose motor-bike is that?”Whose motor-bike is that?”8.8. ““Wow, what a fancy motor-bike! But sorry, it’s got to be Wow, what a fancy motor-bike! But sorry, it’s got to be

moved from there.”moved from there.”9.9. ““Could that motor-bike please be parked at the side of the Could that motor-bike please be parked at the side of the

building?”building?”10.10. “ “Will you please remove your motor-bike from there?” Will you please remove your motor-bike from there?”

The manager wants the downliner to understand that habitually The manager wants the downliner to understand that habitually arriving late is not acceptable and that, in future the downliner arriving late is not acceptable and that, in future the downliner

has to be on time.has to be on time.1.1. ““Can you please not be late for tomorrow’s meeting?”Can you please not be late for tomorrow’s meeting?”2.2. ““Can you please be on time for tomorrow’s meeting?”Can you please be on time for tomorrow’s meeting?”3.3. ““Tomorrow’s meeting will start at 9 a.m. sharp.”Tomorrow’s meeting will start at 9 a.m. sharp.”4.4. ““I am tired of your lack of punctuality. I will be angry I am tired of your lack of punctuality. I will be angry

if you are a moment later than 9 a.m. tomorrow.”if you are a moment later than 9 a.m. tomorrow.”5.5. ““Could you please try to make it on time to the Could you please try to make it on time to the

meeting tomorrow?”meeting tomorrow?”6.6. ““It is important for the effectiveness of the meeting It is important for the effectiveness of the meeting

and for me personally that you come on time to the and for me personally that you come on time to the meeting.”meeting.”

7.7. ““All members must observe punctuality.”All members must observe punctuality.”8.8. ““Do you realise that by coming late to the meetings Do you realise that by coming late to the meetings

you are wasting other people’s time and making you are wasting other people’s time and making everybody irritated with you?”everybody irritated with you?”

9.9. ““What in the world is wrong with you? Can’t you get What in the world is wrong with you? Can’t you get out of bed in the morning?”out of bed in the morning?”

10.10.““See you at 9 tomorrow. Don’t be late!”See you at 9 tomorrow. Don’t be late!”

One party to the contract is questioning the other One party to the contract is questioning the other party’s interpretation of a clause in the contract:party’s interpretation of a clause in the contract:

1.1. ““No, you’re wrong.”No, you’re wrong.”2.2. ““I don’t believe I noticed that clause in the contract.”I don’t believe I noticed that clause in the contract.”3.3. ““It’s very clear that you have totally misunderstood It’s very clear that you have totally misunderstood

the contract.”the contract.”4.4. ““Show me where it says that!”Show me where it says that!”5.5. ““Somehow, that appears to have escaped my notice.”Somehow, that appears to have escaped my notice.”6.6. ““You are obviously deliberately misinterpreting the You are obviously deliberately misinterpreting the

contract for your own gain.”contract for your own gain.”7.7. ““Can we have a look at the contract and work out Can we have a look at the contract and work out

what it really means.”what it really means.”8.8. ““You’re not being fair.”You’re not being fair.”9.9. ““Please be fair to me!”Please be fair to me!”10.10. ““Absolute rubbish! Go and read the contract again.”Absolute rubbish! Go and read the contract again.”

Control of TransmittingControl of TransmittingControl of ReceivingControl of Receiving

The The TransmittedTransmitted

MessageMessage

The The ReceivedReceived MessageMessage

Intentionally +Intentionally +

Unintentionally -Unintentionally -

Intentionally -Intentionally -

Intentionally +Intentionally +

Intentionally -Intentionally -

““You’re doing a great job. You’re doing a great job. Keep it up!”Keep it up!”

She’s wants to She’s wants to motivate me. motivate me. How nice of How nice of

her!her!

She’s being She’s being patronizing patronizing

and and condescendincondescendin

g.g.

I know I’m I know I’m doing a good doing a good

job – but I job – but I don’t need her don’t need her

to tell me.to tell me.Hmmmph! She Hmmmph! She says that to says that to everyone.everyone.How sweet of How sweet of her to notice.her to notice.

I’m glad I’m glad somebody somebody

notices all the notices all the tireless tireless

sacrifices I sacrifices I make.make.

’’

How positive are you?How positive are you?

We are often faced with difficult We are often faced with difficult situations where we have choices situations where we have choices before us as to our reactions. before us as to our reactions.

CalibrateCalibrate

CalibrateCalibrate

They say:They say:

I want to complain.I want to complain.You reply:You reply:

We always welcome We always welcome feedback from our feedback from our customers.customers.

CalibrateCalibrate

They say:They say:

I demand a complete I demand a complete refund.refund.

You reply:You reply:

We will look into your We will look into your request.request.

CalibrateCalibrate

They say:They say:

I am really frustrated about I am really frustrated about your useless service.your useless service.

You reply:You reply:

Can you please explain to Can you please explain to me what has happened?me what has happened?

CalibrateCalibrate

1.1. Doesn’t anybody have a brain Doesn’t anybody have a brain in your company?in your company?

2.2. I want an answer and I want it I want an answer and I want it NOW!!!NOW!!!

3.3. Why do you have to behave so Why do you have to behave so arrogantly?arrogantly?

4.4. That price is crazy! Do you That price is crazy! Do you really think your produ\cts are really think your produ\cts are worth so much?worth so much?

Assertive CommunicationAssertive Communication

PassivePassive

AggressiveAggressive

AssertiveAssertive

PassivityPassivity Fails to express thoughts, feelings, beliefs, Fails to express thoughts, feelings, beliefs,

needsneeds Expresses thoughts and feelings in an indirect Expresses thoughts and feelings in an indirect

way: “I wish I knew someone who could teach way: “I wish I knew someone who could teach me how to change a wheel.” Indirect me how to change a wheel.” Indirect expression can be easily misunderstood - expression can be easily misunderstood - denies or restricts your rights because you do denies or restricts your rights because you do not communicate them,not communicate them,

Feels uncomfortable as a result of being Feels uncomfortable as a result of being unable to express feelings – guilty, anxious, unable to express feelings – guilty, anxious, depresseddepressed

Can suffer from headaches and other physical Can suffer from headaches and other physical symptomssymptoms

After a while may blow up After a while may blow up

AggressivenessAggressiveness

Shows little or no consideration for Shows little or no consideration for feelings and rights of othersfeelings and rights of others

Can be over-direct – verbal assaults, Can be over-direct – verbal assaults, threats, name calling, humiliation, threats, name calling, humiliation, hostile remarkshostile remarks

Can be indirect – gossip, gestures, Can be indirect – gossip, gestures, throws things, yells, sarcasm throws things, yells, sarcasm

AssertivenessAssertiveness

Communicates directly one’s needs, wants, Communicates directly one’s needs, wants, desires, and options without punishing, desires, and options without punishing, threatening or putting down the other threatening or putting down the other personperson

Respects self and othersRespects self and others Stands up for personal rightsStands up for personal rights Does not involve excessive fear and Does not involve excessive fear and

anxietyanxiety Stands up for own rights but without Stands up for own rights but without

violating other’s rightsviolating other’s rights

Is the speaker being Is the speaker being Assertive, Passive or Aggressive? Assertive, Passive or Aggressive?

Situation OneSituation One: Meeting member : Meeting member comes fifteen minutes late, looking comes fifteen minutes late, looking harassed and embarrassed.harassed and embarrassed.

CHAIRMAN: CHAIRMAN: So nice of you to So nice of you to consider joining us!consider joining us!



Situation TwoSituation Two: Customer returns : Customer returns garment to shop.garment to shop.

CUSTOMER: CUSTOMER: This shirt, which I This shirt, which I bought yesterday, has a small hole in bought yesterday, has a small hole in the back and is missing two buttons. the back and is missing two buttons. Please would you give me a Please would you give me a replacement?replacement? AssertiveAssertive


Situation ThreeSituation Three: Salesman stops a : Salesman stops a passer-by in the shopping mall.passer-by in the shopping mall.

SALESMAN: SALESMAN: Your hair’s got a lot of Your hair’s got a lot of split ends. Buy this shampoo. It’s split ends. Buy this shampoo. It’s very good. Today, two for the price very good. Today, two for the price of one …of one …



Situation FourSituation Four: Jack’s mother-in-law : Jack’s mother-in-law is having a birthday party this is having a birthday party this evening. The family is expecting him evening. The family is expecting him to attend. His bossy boss tells Jack he to attend. His bossy boss tells Jack he has to work late to prepare a proposal has to work late to prepare a proposal for a big client tomorrow.for a big client tomorrow.

JACK: JACK: O.K.O.K. PassivePassive


Situation FiveSituation Five: Manager has to : Manager has to reprimand his/her downliner.reprimand his/her downliner.

MANAGER: MANAGER: You know, the MD has You know, the MD has been noticing that you’ve been been noticing that you’ve been arriving late to workarriving late to work … …

PassivePassive


Situation SixSituation Six: Supplier is having : Supplier is having difficulties with a client who always difficulties with a client who always places orders late.places orders late.

SUPPLIER: SUPPLIER: We are keen to process We are keen to process your deliveries punctually, so we your deliveries punctually, so we would appreciate receiving your would appreciate receiving your orders by the tenth of each monthorders by the tenth of each month..

AssertiveAssertive


Situation SevenSituation Seven: Bank Clerk is : Bank Clerk is explaining why a customer’s request explaining why a customer’s request cannot be granted.cannot be granted.

BANK CLERK: BANK CLERK: It’s Bank Negara It’s Bank Negara Regulations. There’s nothing we can Regulations. There’s nothing we can dodo..



Situation EightSituation Eight: Insurance agent : Insurance agent speaking to potential customer.speaking to potential customer.

INSURANCE AGENT: INSURANCE AGENT: Actually, Actually, there are some good insurance there are some good insurance schemes. Maybe you want to tryschemes. Maybe you want to try … …

PassivePassive


Situation NineSituation Nine: Presenter handling : Presenter handling questions from audience.questions from audience.

PRESENTER: PRESENTER: That’s an interesting That’s an interesting point. However, it’s not within our point. However, it’s not within our scope today, so can we discuss it scope today, so can we discuss it over lunch?over lunch? AssertiveAssertive


Situation TenSituation Ten: A is on the way home : A is on the way home from from pasar malampasar malam and meets B. and meets B.

B: B: How come you want to buy How come you want to buy rotten fruit? You got cheated!rotten fruit? You got cheated!


Assertiveness in Difficult Assertiveness in Difficult SituationsSituations

Broken RecordBroken Record Keep repeating your point, using a low Keep repeating your point, using a low

level, pleasant voice. Don't get pulled level, pleasant voice. Don't get pulled into arguing or trying to explain into arguing or trying to explain yourself or being manipulated. yourself or being manipulated.


FoggingFogging You agree with some of the fact, but You agree with some of the fact, but

retain the right to choose your retain the right to choose your behaviour.behaviour.


Content to Process ShiftContent to Process Shift stop talking about the problem and stop talking about the problem and

bring up, instead, how the other person bring up, instead, how the other person is behaving RIGHT NOW is behaving RIGHT NOW


DefusingDefusing Letting someone cool down before Letting someone cool down before

discussing an issue.discussing an issue.

Break for Break for LunchLunch

Mastering Small TalkMastering Small Talk

In a restaurant, In a restaurant, don’tdon’t say … say …

Having lunch, is it?

In the lift at 8:30am, In the lift at 8:30am, don’tdon’t say … say …

Going to work …?

In the supermarket, In the supermarket, don’tdon’t say … say …

Oh, you buy so much!


Meeting Someone You KnowMeeting Someone You Know

“Remember me??”

Refresh their memory by reintroducing yourself


Meeting Someone NewMeeting Someone New

Be the first to say “Hello”

Take time to introduce yourselfStudy the background of the person whom you’re going to meet

Experience & Story Experience & Story TellingTelling

Blind Deer SyndromeBlind Deer Syndrome

Always keep with you at least 3 of your Always keep with you at least 3 of your experiences or stories!!!experiences or stories!!!

Experience & Story Experience & Story TellingTelling

Everybody likes Everybody likes football … football … Really?Really?

Test the water before jumping straight into the deeper end

Style of Speech - Filler Style of Speech - Filler WordsWords

Filler Words Comments

BasicallyGenerallyActuallyYou see

Wait a minuteHang on

At the end of the day

NowLook

Listen

Come on

Give you a pause but meaningless.Give you a pause but meaningless.

Make others stop and listen, Make others stop and listen,

but can be aggressivebut can be aggressive

Is overused.Is overused.

Seize attention. Can be Seize attention. Can be condescending if used condescending if used repeatedlyrepeatedly

Can be aggressive.Can be aggressive.

Disagreeing & Declining Disagreeing & Declining

Good news first!Good news first!

“With respect, …”

“No offence, but …”

Wrapping up a piece of Wrapping up a piece of communication communication

Point the way ahead!Point the way ahead!

Thank Thank You!You!

You are giving a sales You are giving a sales presentation on your new presentation on your new

product:product:

Super-Clean Soap Super-Clean Soap PowderPowder

Your Production Department Staff are Your Production Department Staff are not performing well. not performing well. In the last year, each member has had In the last year, each member has had on average 10 days sick leave. on average 10 days sick leave. Every day, several members come late Every day, several members come late to work, delaying the start-up of to work, delaying the start-up of production. production. People have been ignoring the smoking People have been ignoring the smoking ban.ban.Because of their slowness, several Because of their slowness, several orders have been finished late.orders have been finished late.You are the Production Manager and You are the Production Manager and you have called your 72 members of you have called your 72 members of staff (operators and supervisors) staff (operators and supervisors) together to have a few words with them together to have a few words with them ……

All the best in yourAll the best in yourCommunication Communication Skills!Skills!

You have fantastic ideas for You have fantastic ideas for improvements to the factory improvements to the factory

(which you consider to be (which you consider to be shabby, old-fashioned, shabby, old-fashioned,

depressing and run-down.)depressing and run-down.)Present to the board your Present to the board your

recommendations with your recommendations with your budget request for RM1,500,000.budget request for RM1,500,000.

Do you know …Do you know …1.1. What is the capital city of Ecuador?What is the capital city of Ecuador?2.2. What is the world’s most recent republic?What is the world’s most recent republic?3.3. Who was the Prime Minister of Japan in 2005?Who was the Prime Minister of Japan in 2005?4.4. Which animal is referred to as equine?Which animal is referred to as equine?5.5. Which planet has recently lost its status as a Which planet has recently lost its status as a

planet?planet?6.6. Which direction is Israel from Lebanon (N,S,E or Which direction is Israel from Lebanon (N,S,E or

W?)W?)7.7. In which year did the Korean War end?In which year did the Korean War end?8.8. Who was the mayor of New York during 9/11?Who was the mayor of New York during 9/11?9.9. Which capital city was recently reported to be the Which capital city was recently reported to be the

world’s most expensive?world’s most expensive?10.10. What is the political ideology of the main political What is the political ideology of the main political

party in Nepal?party in Nepal?

Do you know …Do you know …11.11. What do the letters “BBC” stand for?What do the letters “BBC” stand for?12.12. What are the four most recent members of What are the four most recent members of

ASEAN?ASEAN?13.13. What is the capital city of the Republic of China?What is the capital city of the Republic of China?14.14. Which pharmaceutical company produces Which pharmaceutical company produces

Aspirin?Aspirin?15.15. Who is the longest-reigning living monarch?Who is the longest-reigning living monarch?16.16. Who invented / discovered Penicillin?Who invented / discovered Penicillin?17.17. What is the chemical symbol for silver?What is the chemical symbol for silver?18.18. What kind of substance is magma?What kind of substance is magma?19.19. Which is the only land-locked ASEAN country?Which is the only land-locked ASEAN country?20.20. What is (roughly) the current population of What is (roughly) the current population of

Malaysia?Malaysia?

Do you know …Do you know …1.1. What is the capital city of Ecuador?What is the capital city of Ecuador?

QuitoQuito

2.2. What is the world’s most recent republic?What is the world’s most recent republic? NepalNepal

3.3. Who was the Prime Minister of Japan in Who was the Prime Minister of Japan in 2005?2005?

Shinzo AbeShinzo Abe

4.4. Which animal is referred to as equine?Which animal is referred to as equine? horsehorse

5.5. Which planet has recently lost its status as Which planet has recently lost its status as a planet?a planet?

PlutoPluto

Do you know …Do you know …6.6. Which direction is Israel from Lebanon Which direction is Israel from Lebanon

(N,S,E or W?)(N,S,E or W?) SouthSouth

7.7. In which year did the Korean War end?In which year did the Korean War end? 19531953

8.8. Who was the mayor of New York during 9/11?Who was the mayor of New York during 9/11? Rudy GuilianiRudy Guiliani

9.9. Which capital city was recently reported to Which capital city was recently reported to be the world’s most expensive?be the world’s most expensive?

MoscowMoscow

10.10. What is the political ideology of the main What is the political ideology of the main political party in Nepal?political party in Nepal?

MaoistMaoist

Do you know …Do you know …11.11. What do the letters “BBC” stand for?What do the letters “BBC” stand for?

British Broadcasting CorporationBritish Broadcasting Corporation

12.12. What are the four most recent members of What are the four most recent members of ASEAN?ASEAN?

Myanmar, Laos, Cambodia and VietnamMyanmar, Laos, Cambodia and Vietnam

13.13. What is the capital city of the Republic of What is the capital city of the Republic of ChinaChina??

TaipeiTaipei

14.14. Which pharmaceutical company produces Which pharmaceutical company produces Aspirin?Aspirin?

BayerBayer

15.15. Who is the longest-reigning living monarch?Who is the longest-reigning living monarch? King Bhumipol of ThailandKing Bhumipol of Thailand

Do you know …Do you know …16.16. Who invented / discovered Penicillin?Who invented / discovered Penicillin?

Alexander FlemingAlexander Fleming

17.17. What is the chemical symbol for silver?What is the chemical symbol for silver? AgAg

18.18. What kind of substance is magma?What kind of substance is magma? Volcanic rockVolcanic rock

19.19. Which is the only land-locked ASEAN country?Which is the only land-locked ASEAN country? LaosLaos

20.20. What is (roughly) the current population of What is (roughly) the current population of Malaysia?Malaysia?

26 million26 million

how to speak professionally & project a positive corporate image day 2 “what you say …”

Documents

fancy motorbike

tomorrows meeting

peoples time

dont mind

youre wrong

right choiceswe

good questions

correct place