Effective Communication And Presentation Skills Midterm Slides PDF

EFFECTIVE COMMUNICATION AND PRESENTATION SKILLS- MIDTERM SLIDES PROF. DR. EBRU NERGİZ  SHORT BIOGRAPHY  I am vice-rector and professor dr. of business administration at, Faculty of Arts and Social Sciences, Istanbul Galata University  I have a bachelors degree from Istanbul University in...

EFFECTIVE COMMUNICATION AND PRESENTATION SKILLS- MIDTERM SLIDES PROF. DR. EBRU NERGİZ  SHORT BIOGRAPHY  I am vice-rector and professor dr. of business administration at, Faculty of Arts and Social Sciences, Istanbul Galata University  I have a bachelors degree from Istanbul University in International Relations (1999).  I have a master’s degree from Bournemouth University, UK in International Business Administration (2002).  I received PhD in European Union from Istanbul University (2011) with my thesis entitled ‘Foreign Direct Investment in the European Union and Turkey’  I worked as foreign sales specialist in the textile sector.  I am a lecturer at universities for 20 years. The main pillars of my interdisciplinary studies are European Union Foreign Trade International Business International Marketing. E-mail: [email protected]  What is Communication? Communication is the exchange of INFORMATION, FEELINGS, and THOUGHTS between individuals. SOURCE MESSAGE CHANNEL RECEIVER Stages of Communication: 1. Sending the message 2. Receiving the message 3. Understanding the message 4. Influencing the receiver 5. Providing feedback What is communication? Communication is a message sent by a sender to a receiver with the conscious intent of influencing the receiver's behavior.  Communication is a cyclical process where everyone simultaneously receives, interprets, sends, and draws conclusions; it has neither a beginning nor an end. Six Key Questions in Communication 1. Are you listening? 2. Do you understand?? 3. Are you testing your understanding? 4. How timely is your communication? 5. Are you using empathetic communication? 6. Are you clear enough? How are messages sent and received? 55% Body 7% Language Words (Non-verbal communica tion) 38% Voice Why is communication important? The importance of communication Through communication, we can:  Understand each other  Learn to love  Initiate and end relationships  Learn more about ourselve  Discover how others perceive us Changing the mode of communication Assess the situation Improve communication Listen actively Build trust Support the receiver Communication –Unifying Force Planning Development Communication Organizing Motivating The Importance and Role of Perception Capacity in Communication Everyone's perception capacity differs. Individuals gather information to the extent that they can perceive it Not everyone perceives things the same way; they learn differently. Why is communication so difficult? Barriers to Communication  Personality differences  Educational differences  Language differences  Social, cultural, and environmental differences  Physical appearance  Needs Barriers in Communication Solutions-Oriented Approaches: Commanding or directing Warning or threatening, giving moral lessons Advising or providing suggestions Persuading through logic Investigating or questioning Barriers in Communication Judgmental Approaches: Criticizing or blaming Name-calling or ridiculing Analyzing or diagnosing Barriers in Communication Dismissing or Downplaying Approaches: Praising or agreeing Offering reassurance Changing the subject or making light of it How can I improve my communication? Communication skills are not innate; They can be learned and developed. Sending Effective Messages –Using «I» Statements Instead of «You» Statements "I" Statements "You" Statements  Focus on behavior  focus on the person  Convey information about the sender.  convey something about them.  They contribute positively to self-  They can damage or completely destroy self- esteem. esteem  encourage help-seeking.  leading to anger and hatred.  They foster assertiveness.  They create either passive or aggressive individuals.  Sending Effective Messages –Using «I» Statements Instead of «You» Statements There is a stark contrast between how the same behavior is conveyed using different language. It is natural for two individuals to steer their communication in different directions because of this. When you make noise while someone is speaking at the podium, nothing can be understood because of you (or you disturb those who want to listen!)” “We must understand that making noise is disrespectful to those who want to listen and the speaker!” Definition of the behavior: When noise is made Concrete effect: It disturbs those in the audience Our feeling: It shows disrespect Sending effective message Making the Message Clear and Complete: Ensure the message contains all necessary information and is clearly articulated: Your perspective  your assumptions  Your intentions Sending effective message Repeating the Message: Repeat your message multiple times Use multiple communication channels (e.g., images, posters, non-verbal messages) Active Listening Identify emotions ◦ Anger ◦ Joy ◦ Fear ◦ Sadness Name non-verbal cues ◦ Gestures ◦ facial expressions ◦ body posture  The Ten Commandments of Good Listening 1. Do not interrupt! 6. Be patient 2. Put the speaker at ease 7. Keep calm 3. Show that you want to 8. Avoid arguing or listen criticizing 4. Remove distractions 9. Ask clarifying 5. Empathize with the questions speaker 10. Do not interrupt! BODY LANGUAGE IN EFFECTIVE COMMUNICATION  Factors Influencing Communication 55% Body Language 38% Tone and Emphasis 7% Words First impressions are lasting impressions The first four minutes are crucial in forming a lasting impression. Body Language in Effective Communication Hand and arm movements should be relaxed. Body posture should be calm. Facial expressions should convey interest. Eye contact is essential. Crossing arms sends a message of being closed off to communication. Open palms convey a message of honesty and friendliness. Sittingwith legs pulled back and feet under the chair suggests discomfort with the environment. Hooking a foot on the chair while sitting indicates nervousness. Stretchingthe feet forward expresses contentment. Conveying Messages Words should be carefully selected. The meaning of communication lies in the response received, which may differ from what was intended. Not just what is said, but how it is said, is important. Rapport AND Proximity Body Language Mood Manner of Speaking RAPPORT Synchronization in Body Language Head Movements Eye Contact Gestures Posture Legs Breathing Speed Synchronization in Tone Speed Pitch Tone Volume Timing Distances Intimate Zone: 15-45 cm Personal Zone: 45 cm-1-2 m Social Zone: 2-6 m Public Zone: 6 m and beyond The ideal distance is one arm's length or one leg's length. Tools for Telephone Communication Voice (should be neither too loud nor too soft) Tone of Voice Choice of Words Listener’s Perception Don't Forget to Smile While Speaking on the Phone Telephone Communication Answer promptly. Smile. Be lively. Be prepared. Be clear. Be professional (customer-focused). Stay positive. Ask questions. Listen carefully.. Your Voice is Your Mirror Questions on the Phone Ask the person what information they are requesting? If you can answer immediately, do so. If you cannot answer, inform them that you will research the matter and call them back, specifying the exact time you will do so. Call back at the specified time, even if the answer is not ready, and provide a new time to follow up. Emphasis and Tone The word "yes" can be expressed with different meanings: What do you want? How many times do I have to say it? More or less, yes. Now let’s get to the real issue.  Tone Different intonations for the word "yes": Please say yes. (Pleading) Yes? (Questioning) Oh my God, they said yes. (Joyful) I would never say yes. (Defiant) Think carefully before you say yes. (Warning)  Tone Really? With great astonishment In surprise In admiration Mockingly With joy With sorrow  Emphasis and Tone  Buket will come home at six today.  (Where?)  Buket will come home at six today.  (Who?)  Buket will come home at six today.  (What time?)  Buket will come home at six today.  (Which day?)  Buket will come home at six today.  (What will she do?) Three Components of Empathy The empathetic person approaches the emotions of others with sensitivity and understanding while maintaining a certain distance. They understand the situation that triggers or contributes to the other person's emotions. They communicate in a way that makes the other person feel understood and accepted. Questioning Techniques in Communication Types of Questions Open-ended questions Closed-ended questions Open-Ended Questions Who? What? Why? When? Where? How? Closed-Ended Questions These are questions that can be answered with a yes or no. Will you do it? Can you do it? Can we do it? Shall we do it? Do you have it? To learn true feelings and thoughts, ask open-ended questions. To manage talkative people, ask closed-ended questions. Listening Listening is understanding what the other person is saying. It does not mean accepting what is said. Listening Checks Clarification AccuracyEmotion Summarization Confirmation Clarify to learn the facts Check assumptions Who, what, where, how, when? How? and What? questions. Check that you have listened correctly and encourage the conversation to continue. Show that you have grasped the topic. Todemonstrate that you understand the person's true emotions To reduce negative emotions. To focus the conversation or move it to a different level To summarize important ideas and information To review progress. To show interest To encourage the person to continue. Communication Barriers Don’t talk too much about yourself (e.g., "This happened to me too, my brother also had this happen"). Differences in perception Interrupting Prejudices Emotional barriers Physical barriers Everyone Doesn’t Have to Think Like Me. Try Not to Judge. Confident Communication It is about asserting one’s feelings, thoughts, and desires. How? By approaching problems openly and honestly, without infringing on others' rights or causing harm, and focusing on solutions. Elements of Confident Communication Clearly state the problem. Explain its effects. Determine the steps to be taken (action plan).  Benefits of Confident Communication Convince people involved in your projects. Gain cooperation from opposing groups. Obtain more information when needed. Ensure your ideas are accepted. Feel secure when making suggestions. Prevent problems and conflicts. Feedback (Hamburger Method) 1) Start with a positive and specific comment:"I particularly liked how you did…" 2) Mention an area for improvement (achievable):"If you do more/less/differently with 'x', it will benefit you. " 3) End with a general, positive, and personal remark:"I appreciate how you do…." Interest Creates Trust Rules for Giving Attention Be natural when giving attention. Don’t overdo it. Consider the person’s style. Don’t expect attention in return. Give it promptly. If you want people to achieve the best possible outcomes, catch them doing good things…