Professional Communication

1. - Communication Techniques - 4 Week Course - Materials Introduction - Lecturer Anthony Smith Professional Communication

2. Week 1– Communication Strategy - Dealing with Audience - Cross Cultural CommunicationWeek 2 – Academic Writing - Business Writing - Report Writing Week 3 – Preparing to Speak - Visual Aids - Power of Non Verbal SkillsWeek4 – Persuasive Speaking - Oral Team Presentations - Exam Revision / Course Review

3. WEEK 1

5. Channels of Communication

6. Communication Strategy Checklist Communication Strategy 1. What is your communication objective? 2. What communication style do you choose? 3. What is your credibility? Audience Strategy 1. Who are they? 2. What do they know and expect? 3. What do they feel? 4. What will persuade them?

7. Communication Strategy Checklist- continue 1 Message Strategy 1. How can you harness the power of the beginning and the ending? Should you use the direct or indirect approach? 2. How can you overcome the retention dip in the middle? 3. How should you organize your message? 4. How might you connect through Stories?

8. Communication Strategy Checklist- continue 2 Channel Choice Strategy 1. Written-only channels 2. Oral-only channels 3. Blended channels Culture Strategy What are the cultural attitudes toward time, fate, credibility, audience selection, persuasion, message structure, channel choice and nonverbal behavior?

9. Communication Model Channel: TV, phone, speaking, email… Context: Environment, time… ValuesExperiencesFeelingsAttitudeTime of dayEmotionsNationalityGender ValuesExperiencesFeelingsAttitudeTime of dayEmotionsNationalityGender PE R S O N PE R S O N NOISE Feedback

10. Elements of Communication Model Explained Source or Sender –Personal / Non-personal Encoding – Symbols / Language Miscommunication – Pepsi / Chevy / Va bene Message – Verbal / Non-verbal Channel – Personal / Non-personal Receiver/decoding – Must match sender’s encoding Response/feedback – Reactions [Non-observable] / /back to sender Noise – Interference – Physical / Psychological

11. Audience wants you to • Know your stuff • Look the part • Respect them, acknowledging their situation and views • Find links between what you say and what they want • Get the whole message • Make it “right for them” • Hold their attention and interest

12. Audience does NOT want to be • Confused • Blinded with science, technicalities or jargon • Lost in a convoluted/or No structure • Made to struggle to understand inappropriate language • Made to stretch to relate • Made to listen to someone/ill prepared: No respect

13. Preparing The Presentation – Step by Step

14. Your Opening Needs to... • Make an immediate impact • Grab peoples’ attention • Focus the audience on you and your message • Establish credibility • Arouse interest

15. Concluding Your Presentation What Not To Do • Do NOT go overtime • Do NOT ramble • Do NOT add new points at the end • Do NOT say you forgot to mention something • Do NOT come across as soft

16. Rules for Creating the Perfect Conclusion • Make it sound like a conclusion • Cue the audience in advance • Make it the right length • Write it out • ALWAYS provide an opportunity for questions • Make it memorable

17. Confidence Lack of confidence is caused by: fear of forgetting what you intended to say fear of making yourself look foolish fear of audience reaction lack of experience

18. Confidence can be increased by: • preparing thoroughly so that you know that you won’t forget what you were going to say • preparing and rehearsing so that you know that the presentation will go well and that you will not look foolish • assessing the needs of the audience and anticipating their reactions • experience

19. Dealing with Nerves • Exercise before? • Have water at hand • Thorough preparation • Rehearse

20. Team Presentation • Organize as a whole • Provide content transitions between speakers • Use sliders consistently • Rehearse and deliver as a group • Choreograph your logistics

21. Intercultural Changes at home • Population Growth • Age • One Parent Family Effect • Women in the Workforce

22. Cross Cultural Communication Skills • Your own beliefs aren’t necessarily right • Don’t judge others • Be tolerant of directness or ambiguity • Respect other cultures • Learn about what motivates others

23. 6 Cultural Differences Communication Styles– Yes/No/voice levels Attitude to Conflict– East V West Completion of Tasks – Speed V Guanxi Decision Making Styles– Consensus V Proactive Leadership - Age or Merit or Relationship Work/Personal Life - Separation or Not

24. Listening / Hearing 4 ways of listening

25. Poor Listening Habits - Too much talking, not listening- Uninteresting Subjects- bias distortion- Being Distracted- Jumping to Conclusions- Blaming the speaker

26. Benefits of Better Listening- Success • Retention of Information • Better Relationship • Understanding Others • Team Work • Better Problem Solving

27. Better Listening Skills Stop talking Focus on the conversation Don’t interrupt Ask questions Get the whole meaning Watch the signals Reduce the negative thoughts Critique the content Practice summarizing What’s NOT said What’s important

28. WEEK 2

29. Managerial Tasks -Planning • Organising • Coordinating • Reporting Effective Talking, Listening and Writing

30. Roles of Managers - Interpersonal Roles - Information Roles • Decision Makers - Evaluators

31. Characteristics of Managerial Roles • Time is short • Jobs are Overloaded • Efficiency Drives • Competing Priorities

32. Management Skills Required in the Future - Interpersonal Skills - Conceptual Skills Speaking and Listening - Effective Listening - Role Play --- listening Skills Writing - Reports, Memos, Emails, Letters

33. Causes of Poor Communication at Work Failure can Cause-Loss of business-Reduced company image-Lack of enthusiasm-Decreased Productivity-Unhappy staff -Lowered morale-High employee turnover -Lack of knowledge-Not explaining priorities clearly-Failing to ask questions-Jumping to conclusions-Bad moods-Not exploring alternatives

35. Writing or Speaking Persuasive WritingInformative Writing Why are you writing SimpleClearConciseOrganised Good Writing

36. Plain English • Definition • Benefits • Role Play “My heart is too full of Words” UnderstandingAccuracyNot intimidatingFewer misunderstanding

37. Be a better Writer Keep the reader in mindPlan outline firstNo spelling/grammar errorsBe ClearConsistent tensesParagraphsWords to avoid – clichés, Jargon, vague words

38. FREQUENTLY USED TRANSITIONS

39. Report Writing Format Executive SummaryTable of contentsIntroductionMain bodyConclusions and Recommendations

40. WEEK 3

41. SWOT Analysis

42. 10 Worst Human Fears • Speaking before a group • Heights • Insects and bugs • Financial problems • Deep water • Sickness • Death • Flying • Loneliness • Dogs

43. An Open Goal---A significant opportunity

44. Presenter Nightmares • Butterflies • Dry mouth • Hands • Hostile reaction • Material • Losing your place • Drying up • Time management

45. Preparing to Present

46. PlanningStage • Clear purpose • How the group sees a presenter • How you see the audience • Before you speak • Preparation: Key Tasks (1-6)

47. Introductions Standard Gaining attention • Greeting • Name • Title • Sign posting • Time • Questions? • Question • Quotation • Story • Factual statement • Dramatic statement • Historical fact • Curious opening • Checklist

48. Sign Posting • I’m going to discuss, develop, talk about <?> main points • Firstly, I’ll talk about…… • Next or then I’ll move on to…… • And finally I’ll talk about……

49. Main Body

50. Paragraphing and Preceding • I’ve finished discussing or talking about…… • So much for…… • Now, I’d like to move on to…… • Next I’d like to talk about or discuss……