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Effective business communication presentation.ppt
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- 2. Proprietary and Confidential TrainingObjective Communication Training • To consider verbal and non-verbal communication methods • To understand and practice effective listening skills • To communicate in clear, respectful and non-judgmental ways • To know when to seek advice 1
- 3. Proprietary and Confidential Whatis Communication? • The process of communication is what allows us to interact with other people; without it, we would be unable to share knowledge and experiences with anything outside of ourselves. Common forms of communication include speaking, writing, gestures, touch and broadcasting. 2
- 4. Proprietary and Confidential WhyCommunication Skills Are Important? • To get your message across to others clearly and unambiguously. • Successful when both the sender and the receiver understand the same information. • To convey your thoughts and ideas effectively. • Unsuccessful communication results in – Communication Breakdown – Ideas that do not reflect your own – Roadblocks, personally and professionally 3
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- 6. Proprietary and Confidential5 Communication Cycle •Step 1. Aim •Step 2. Compose •Step 3. Transmit •Step 4. Feedback •Step 5. Analyze/Learn/Change •Step 6. Improve
- 7. Proprietary and Confidential Typesof Communication 6 Verbal Communication sounds, words, language and speaking. Non-verbal Communication Physical ways of communication, like, tone of the voice, touch, smell and body motion. Written Communication Writing the words which you want to communicate. Visual Communication Visual display of information, like, topography, photography, signs, symbols and designs. Television and video clips are the electronic form of visual communication.
- 8. Proprietary and Confidential TheThree Basic Styles of Communication 7 Passive Communication Aggressive Communication Assertive Communication
- 9. Proprietary and Confidential TheFour Behavior Types 8 • Dove: The compassionate and peaceful dove. The dove is people- orientated, loyal, friendly, hard working and a great team player but tends to avoid change, confrontation, risk-taking and assertiveness. • Owl: The wise owl. The owl is logical, mathematically minded, methodical and sometimes seen as a perfectionist. The owl can be slow to make decisions and inflexible if rules and logic says otherwise. Owls are not big risk takers but love detail. • Peacock: The showy peacock. The peacock loves talking, being the center of attention, has passion/ enthusiasm and is happy/ optimistic. Peacocks can be accused of talking too much, and aren’t good with detail or time- control. • Eagle: The bold eagle. Eagles are dominant, stimulated by challenge, decisive and direct. Eagles can be blunt/ stubborn, can lose sight of the big- picture and can be insensitive to other people’s needs. Eagles are natural achievers
- 10. Proprietary and Confidential PassiveCommunication • Passive communicators : • - fail to assert for themselves - allow others to deliberately or inadvertently infringe on their rights - fail to express their feelings, needs, or opinions - tend to speak softly or apologetically - exhibit poor eye contact and slumped body posture • The impact on passive communicators is that these individuals: • - often feel anxious - often feel resentful (but are unaware of it) • - often feel confused • - are unable to mature 9
- 11. Proprietary and Confidential AggressiveCommunication • Aggressive communicators will often: • - try to dominate others - speak in a loud, demanding, and overbearing voice - act threateningly and rudely - not listen well - interrupt frequently - have piercing eye contact and an overbearing posture • The impact on aggressive communicators is that these individuals: • - become alienated from others - alienate others - generate fear and hatred in others - always blame others instead of owning their issues 10
- 12. Proprietary and Confidential AssertiveCommunication • Assertive communicators will: • - state feelings, needs and wants clearly, appropriately, and respectfully - listen well without interrupting - speak in a calm and clear tone of voice - have a relaxed body posture - feel competent and in control - not allow others to abuse or manipulate them - stand up for their rights • The impact on assertive communicators is that these individuals: • - feel connected to others and in control of their lives - are able to mature - create a respectful environment for others to grow and mature 11
- 13. Proprietary and Confidential GeneralRules of Communication • Rule #1. Find angles or hooks that interest you. Ask yourself "What's in this for me? How can I benefit from this?“ • Rule #2. Focus on their content. • Rule #3. Hold your fire until the speaker is finished. • Rule #4. Listen for ideas, not facts. • Rule #5. Use an appropriate form of note-taking. 12
- 14. Proprietary and Confidential GeneralRules of Communication • Rule #6. Practice and work at listening. • Rule #7. Resist distractions. • Rule #8. Keep your mind open. • Rule #9. Be an active listener. • Rule #10. Exercise your mind. 13
- 15. Proprietary and Confidential Grammar •Articles • Preposition • Tenses • Subject-Verb Agreement 14
- 16. Proprietary and Confidential Articles •An article is a word that combines with a noun to indicate the type of reference being made by the noun. Articles specify the grammatical definiteness of the noun. The articles in the English language are the and a/an. • Articles are usually characterized as either definite or indefinite. • Definite article • A definite article indicates that its noun is a particular one (or ones) identifiable to the listener. • Example :- “The children know the fastest way home.” • Indefinite article • An indefinite article indicates that its noun is not a particular one (or ones) identifiable to the listener. • The form an is used before words that begin with a vowel sound (even if spelled with an initial consonant, as in an hour), and a before words that begin with a consonant sound (even if spelled with a vowel, as in a European). • Example :- “She had a house so large that an elephant would get lost without a map.” 15
- 17. Proprietary and Confidential Prepositions •Prepositions are the words that indicate location. Usually, prepositions show this location in the physical world. • Examples :- • “At midnight, Jill craved mashed potatoes with grape jelly.” • “In the spring, I always vow to plant tomatoes but end up buying them at the supermarket.” 16
- 18. Proprietary and Confidential Tenses •A tense is a grammatical category that locates a situation in time, to indicate when the situation takes place. Some typical tenses are present, past, and future. • Tenses are broadly classified as present, past, or future. In absolute-tense systems, these indicate the temporal distance from the time of utterance. In relative tense systems, they indicate temporal distance from a point of time established in the discourse. 17
- 19. Proprietary and Confidential Subject-VerbAgreement • Present tense verbs in English should agree with the subject of the sentence • Singular subjects use singular verbs – Jack robs liquor stores (s on the verb) • Plural subjects use plural verbs – Bonnie and Clyde rob banks (no s on the verb) • Ignore words that come between the subject and the verb 18
- 20. Proprietary and Confidential Sounds •It is important to know Vowel and Consonant sounds as:- 1. To minimise MTI/FLI 2. To eradicate generalization of sounds • Examples:- • “Sleep in heavenly peace.” – Generalise with short vowel sound. • “You are correct.” – Generalise with harsh consonant sound. 19
- 21. Proprietary and Confidential VowelSounds 20 Long Vowel Sounds Short Vowel Sounds Diphthongs
- 22. Proprietary and Confidential ConsonantSounds 21 Unvoiced /Voiceless Consonant Sounds Voiced/Glottal Consonant Sounds Nasal/Other Sounds
- 23. Proprietary and Confidential SyllableStress • Syllable: • “A syllable is unit of sound made from a single vowel, or single vowel/consonant combination.” • Syllable Stress: “Syllables break our words up into sections which can be stressed, or unstressed. Which syllable is stressed, alters the pronunciation of the word.” 22
- 24. Proprietary and Confidential Rulesof Syllable Stress • One word has only one stress. • We can break a word into syllables, by counting the number of vowel sounds or the number of jaw drops. • For disyllabic nouns and adjectives, the stress is on the first syllable. • For disyllabic verbs, the stress is on the second syllable. • Pen-ultimate Rule: Words ending with {-ic, -tion, -sion,-cian} , will have the stress on the second last syllable. • Ante- penultimate Rule: Words ending with {-cy, -ty, -phy, -gy, -al}, will have the stress on the third last syllable. • For compound nouns, the stress is on the first part. • For compound adjectives and verbs, the stress is on the second part. 23
- 25. Proprietary and Confidential Attributesof Good Verbal Communication • Pronunciation • Enunciation • Stress • Rhythm • Intonation • Rate of Speech • Pause Management • Voice Modulation 24
- 26. Proprietary and Confidential ActiveListening • “It’s a communication skill that involves both the speaker and the receiver. The receiver tries to understand what feelings, thoughts, & beliefs are being communicated and accepts it.” 25 In active listening you will: •Listen for the content of the message. •Listen for the feelings of the speaker. •Listen without making any judgment. •Respond to the feelings of the speakers. •Note the speakers cues, both verbal and nonverbal. •Ask open questions.
- 27. Proprietary and Confidential ListeningTechniques • Encouraging: • The purpose is to convey interest and to keep the person talking. • Restating: • The purpose is to show that you are listening and understanding. • Reflecting: • The purpose is to show that you are listening and understand what they are feeling. • Summarizing: The purpose is to pull important ideas, facts, etc. together, to establish a basis for further discussion and to review progress 26
- 28. Proprietary and Confidential Barriersto Listening • Physiological Barriers • Physical Barriers • Attitudinal Barriers • Wrong Assumptions • Cultural Barriers • Gender Barriers • Lack of Training • Bad Listening Skills 27
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