CT Module 1 and 2 handout.docx new.pdf

Communication and Presentation Skills Safiya Shaikh ► Module 1 Communication and Presentation Skills- ► Basic Communication Model ► Communication and its Types ► Written Communication ► Types of Messages ► Negative News or Refusals ► Features of Good Communication...

Communication and Presentation Skills Safiya Shaikh ► Module 1 Communication and Presentation Skills- ► Basic Communication Model ► Communication and its Types ► Written Communication ► Types of Messages ► Negative News or Refusals ► Features of Good Communication ► Communication … ✶ Personal Process ✶ Occurs Between People ✶ Involves Change In Behaviour ✶ Means To Influence Others ✶ Expression Of Thoughts And Emotions Through Words & Actions. ✶ Tools For Controlling And Motivating People. ✶ It Is A Social And Emotional Process. ► Basic Communication Model Shanon-Weaver Model ► ELEMENTS OF COMMUNICATION PROCESS ► Sender ► Message ► Encoding ► Receiver ► Decoding ► Feedback ► Noise ► Feedback ► Final link in communication process ► Indication for successful transmission ► Feedback can be positive/ negative ► Immediate or delayed ► Feedback can be obtained - Observing behaviour/ oneself ► Constructive feedback ► Effective feedback has benefits for the giver, the receiver, and the wider organization. Here are five reasons why feedback is so important. ► Feedback is always there. If you ask someone in your organization when feedback occurs, they will typically mention an employee survey, performance appraisal, or training evaluation. In actuality, feedback is around us all the time. Every time we  speak to a person, employee, customer, vendor, etc., we communicate feedback. In actuality, it’s impossible not to give feedback. ► Feedback is effective listening. Whether the feedback is done verbally or via a feedback survey, the person providing the feedback needs to know they have been understood (or received) and they need to know that their feedback provides some value. When conducting a survey, always explain why respondents’ feedback is important and how their feedback will be used. ► Feedback can motivate. By asking for feedback, it can actually motivate employees to perform better. Employees like to feel valued and appreciate being asked to provide feedback that can help formulate business decisions. And feedback from client, suppliers, vendors, and stakeholders can be used to motivate to build better working relations ► Feedback can improve performance. Feedback is often mistaken for criticism. In fact, what is viewed as negative criticism is actually constructive criticism and is the best find of feedback that can help to formulate better decisions to improve and increase performance. ► Feedback is a tool for continued learning. Invest time in asking and learning about how others experience working with your organization. Continued feedback is important across the entire organization in order to remain aligned to goals, create strategies, develop products and services improvements, improve relationships, and much more. Continued learning is the key to improving. ► TYPES OF COMMUNICATION ► VERBAL WRITTEN ► Letters ► Reports ► Emails ► Notices ► Circulars ► Memos ► Minutes ► VERBAL ORAL ► NON-VERBAL COMMUNICATION “What you are speaks so loudly that I cannot hear what you say” ► The role of Body language. ► When we connect with a person, we also have to make it clear to each other how the content of a spoken message needs to be interpreted but sometimes we are unable to deliver our messages by spoken or even written languages so we use the body language to supplement what we want to say by gesturing ,moving or even giving some facial expressions. ► Body language in different cultures. ► We should know that body language has different meanings in different cultures, so if we need to travel abroad to a country that has different culture or traditions, we should read about how people act there and study about their body language, especially when we need to conduct a meeting there or if we are one of the participants in that meeting or other business situations such as job interviews, because if we do not take this into account we may get ourselves in some serious troubles. ► Eye Contact: ► Handshakes: ► Greetings: ► Touching: ► Posture ► Smiles ► VERBAL  ► Intra verbal: intonation of word and sound ► Extra verbal: implication of words and phrases, semantics ► NON-VERBAL ► Gestures ► Postures ► Movements ► SYMBOLIC ► Written Communication ► Written communication refers to the process of conveying messages, information, or ideas through written symbols, such as letters, words, and sentences. This form of communication can be found in various formats including digital and printed texts, and it is used for a wide range of purposes, such as informing, instructing, documenting, and persuading. ► Types of Written Communication 1. Emails: 1. Purpose: Used for both formal and informal communication, emails are a quick and efficient way to share information, updates, and instructions.  2. Examples: Business correspondence, personal messages, newsletters. 2. Reports: 1. Purpose: Reports provide detailed and structured information on a specific topic or project, often including analysis and recommendations. 2. Examples: Business reports, research reports, project reports. 3. Letters: 1. Purpose: Formal letters are used for official communication, while informal letters serve personal correspondence. 2. Examples: Cover letters, recommendation letters, invitation letters, personal letters. 4. Memos: 1. Purpose: Memos are brief, internal documents used to communicate policies, procedures, or official business within an organization. 2. Examples: Internal announcements, policy updates, meeting reminders. 5. Essays: 1. Purpose: Essays are structured pieces of writing that present arguments, analyses, or reflections on a particular subject. 2. Examples: Academic essays, opinion pieces, reflective essays 1. Articles: 1. Purpose: Articles are written to inform, entertain, or persuade readers about a particular topic. 2. Examples: Newspaper articles, magazine articles, blog posts. 2. Proposals: 1. Purpose: Proposals are documents that outline plans, ideas, or projects and seek approval or funding. 2. Examples: Business proposals, research proposals, project proposals. 3. Manuals and Guides: 1. Purpose: These documents provide instructions or guidelines on how to perform tasks or use products. 2. Examples: User manuals, instructional guides, training manuals. 4. Books: 1. Purpose: Books are extensive written works that cover topics in depth, used for education, entertainment, or reference. 2. Examples: Novels, textbooks, biographies. 5. Social Media Posts: 1. Purpose: These brief and often informal writings are used to share updates, opinions, and engage with audiences on social platforms. 2. Examples: Tweets, Facebook posts, Instagram captions. 1. Technical Documentation: 1. Purpose: Technical documents provide detailed information on technical subjects, including product specifications and troubleshooting guides. 2. Examples: Technical manuals, product specifications, API documentation. 2. Minutes of Meetings: 1. Purpose: Minutes document the discussions, decisions, and action items from meetings, serving as an official record.  2. Examples: Meeting minutes, conference summaries. 3. Contracts and Agreements: 1. Purpose: These legal documents outline the terms and conditions of agreements between parties. 2. Examples: Employment contracts, service agreements, lease agreements. 4. Press Releases: 1. Purpose: Press releases are used to announce news or events to the media and public. 2. Examples: Company announcements, product launches, event notifications. 5. Forms and Surveys: 1. Purpose: These documents are used to collect data and information from individuals. 2. Examples: Application forms, feedback surveys, registration forms.  ► Four Types of Messages ► Negative News or Refusals ► Writing refusals Letters that convey a refusal or other unpleasant information. The goal for writing unpleasant messages is not only to give the bad news but also to keep the goodwill of the reader- a difficult task ► 7 Cs of communication ► Clear. ► Concise. ► Concrete. ► Correct. ► Coherent. ► Complete. ► Courteous. Features of Good Communication Everyone desires to be an effective communicator But everyone is not an effective communicator Features of Good Communication involves following 7 C’s Model BARRIERS TO COMMUNICATION IN THE BUSINESS WORLD Barriers to communication  ► Physical barriers; ► Language barriers; General and Specific ► Socio-Cultural/ Cross Cultural barriers; ► Psychological barriers; ► Gender barriers; ► Interpersonal barriers. ► PHYSICAL BARRIERS ► Noise ► Defect in the medium ► Time and Distance ► Health – hearing or speech defect ► LANGUAGE/ SEMANTIC BARRIERS GENERAL ► Lack of knowledge of the lang ► Incorrect grammar spellings and pronunciation ► Incorrect punctuation tone pitch ► Tricky phrases ► Words with subjective quality ► Socio-cultural barriers ► Difference in religious practices ► Basic cultural assumptions ► Body language ► Expectations regarding visits meals and gifts ► Learn about other culture ► PSYCHOLOGICAL BARRIERS ► Perceptions ► Self image ► Resistance to change ► Assumptions ► Allness – closed mind ► Status block ► Fear ► Misunderstanding ► Halo /Horn effect ► Inattentiveness ► Emotions ► Slanting/Polarisation ► Snap reaction ► GENDER BARRIERS ► Stereotyping women ► Sexist remarks ► Women talk about other people.... ► Women focus on feelings, senses and meaning ► Glass ceiling ► Women reaching to the top Hearing vs Listening ► Hearing – Physical process, natural, passive ► Listening – Physical as well ► as mental process, active,  ► learned process, a skill ► Poor listening skills might include: look at your watch, interrupt, avoid eye contact, look bored or impatient, tap your foot or fidget, finish their sentences. ► Good listening skills might be communicated with a nod, smile, eye contact, show concern, or encouragement. Active listeners will: ► Focus ► Question ► “Listen” to the speaker’s body language ► Paraphrase, clarify and summarize ► Express Empathy Listening Skills ► Communication Skills ► Communication Time ► Types of Listening ► Commandments of Good Listening ► Barriers ► How to be a Good Listener? ► By not being Preoccupied ► Being Open Minded & Non Defensive ► Minimizing Interruptions ► Effective Listening is: Hearing, interpreting when necessary, understanding the message and relating to it. ► By Asking Questions ► Do’s ✶ Always think ahead about what you are going to say. ✶ Use simple words and phrases that are understood by every body. ✶ 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. ✶ Always ask for clarification if you have failed to grasp other’s point of view. ✶ Repeat what the speaker has said to check whether you have understood accurately. ► Don’ts ✶ 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. ► TYPES OF LISTENING ► https://uk.indeed.com/career-advice/career-development/types-of-listening "If we were meant to talk more than listen, we would have two mouths and one ear." -Mark Twain