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Polishing your communication skills
Donald R. WoodsChemical EngineeringMcMaster University
Hamilton, Ontario, Canada November 7, 2010
1
Formal Technical Communication
Where I’m coming from..Developed problem solving approach to Technical
Writing course at U of WisconsinRequested to give shortcourses in two industries
where I worked: Distillers & British GeonDeveloped new course at McMaster University
1965Published over a dozen booksPresented over 300 workshops internationally
2
Technical Communication
Def. The sharing of information using some medium on some occasion for the purpose of satisfying the needs of the audience.
Why important?1. Vital need throughout life.2. Vital skill for professionals
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Technical Communication
Functional EnglishObservations, dataNo imageryNo understatement, no play on
wordsNo moodNo gaps for inferencesNo mystery, suspenseAdds symbols, equations, figures
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Imaginative EnglishEmotionsWord imageryUnderstatement, play on wordsStimulate imaginationInferencesMysterySuspense
Technical CommunicationFormal communication:
written reports and oral presentations
Interpersonal communicationChats; convince clients; gather
information from process operators; team work; respond to concerns; meetings; assertiveness; listening; text messaging; e-mail
5
Formal Technical CommunicationPretest for Formal Communication:How aware are you of how you communicateRate
1. it happens automatically. I don’t know how3. I can describe some of what I do5. I can describe most7. I can describe process and the quality of the product I produce
How skilled are you in communicating?1. Not skilled at all2. Some skill3. Average skill5. Better than average skill7. Very skilled
TIME 5 seconds each
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Technical Communication
Outcomes:1.Dozen key ideas about communication2.Goal: five criteria for an effective product3.Problem solving process of writing4.Four stages in writing:
Prewriting, writing, revising, delivery
5.Audience analysis6.Resume writing
7
Twelve Key Ideas
1. Communication is a system; you, the sender, and the audiencedo together.
2. WHAT and WHY. There is a message and a purpose
3. WHAT. If the audience fails to get the message, it’s your fault.
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Twelve key ideas4. HOW The medium includes words, symbols,
numerals, body language, a handshake, facial expressions, shifting of the eyes, the quality of the paper, the binding, the overall appearance of the written material.
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Twelve key ideas
5. HOW. Words only have meaning in people.
Activity 2:a. A man is walking along, tears his sleeve on a rock and is dead within minutes.b.An open window, a gust of wind, water on the
floor, glass on the floor, Mary is dead.
6. We think in terms of our past experience.
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Twelve key ideas7. WHEN. The occasion.8. Use our problem solving skills to create effective
communications. Six stage process:
Engage, Define the stated problem, Explore, Plan, Do it,
Look back
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Twelve key ideas
9. A four-stage process is used for writing reports and giving a “speech”:
1. prewriting, 2. writing, 3. revising and polishing and 4. producing and presenting.
Listening and responding is a four stage process: 1. sensing,
2. interpreting, 3. evaluating and 4. responding.
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Twelve key ideas10. New information goes into Short Term Memory,
rehearsed & transferred into Long Term Memory. STM is limited to 7 ±2 chunks.
Too much, too fast new information, the chunks are lost. 11. Audience analysis is the most challenging task.- Their needs- Background, what they understand- More than one class: supervisor,
President, colleagues?- Generation: Boomer? Gen X? Gen Y?- Culture?- Future readers?- Convincing them
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Twelve Key ideas 12. The five criteria for the final product include:
Audience: answers the audience’s questions and concerns,Content: provides sufficient evidence to justify your answer,Organization: meets the audience’s needs,Style: unambiguous, clear and interesting style for audience,Form: grammar, word usage, format and behaviour are correct by standards expected by the audience.
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Product assessment
Criteria for assessing communications1.Apply to all forms for formal communication;
both speaking and writing2.Based on research about communication3.Three to six overall criteria4.Based on published assessment methods5.Has been used consistently over time with
feedback for improvement
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Product assessment
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Product assessment
Challenges1. Audience is key But it affects content, organization & style. If not careful, count
audience 4 x.
Solution:Under audience assess consistency of audiences with Content,
Organization & Style
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Product assessment
Challenges in assessment and feedback- Everyone is expected to know how, but rarely have they been trained- Most have completely different assessment criteria
Engineering & Management experienceEach student report marked by Midmanagement from industry & faculty
So what?Ran workshops for faculty & managers
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Product assessment
ChallengesFeedback5 strengths2 areas to work on
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Product assessment
Activity 3: Audience: recruiter, handles 200 applications/day; all are ChE,
looking for leadership, initiative, good interpersonal skills, strong problem solving, good communication.
Use the Assessment form to assess the resume, 4803
TIME _____________ FINISH BY __________
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Writing process: PrewriteIdentify WHO: the audience(s) ; prioritize these if > 1List WHAT: questions of the audience ,
“Why would they want to listen to my speech or read my report?”
Collect missing information, evidence or proof needed to answer the questions;
Prepare any graphs, tables, equations; list the citations/references;
Write out and check the Plan: inform? persuade?
Organize and sort the information into packages to make writing the paper/speech easy.
21
Apply Problem solving to Prewriting:
Usually given a task (with some inferred audience, time, occasion and cost). The goal is to completely prepare for writing the draft.
Not overwhelmed by information overload Focus on the audience’s questions to select content &
organization. Attitude: this is NOT “getting the grammar right;” This is
conceptualizing the audienceAttitude: no magical example report or format; Make it
answer audience’s questions. Attitude: confusion is welcome; helps identify when
audience might be confused. Attitude: Usually not a communication to
inform. usually to persuade.Manage stress “I want to and I can!”
22
1. Engage
2. Define
3. Explore
4. Plan
5. Do it
6. Look back
Apply Problem solving to Prewriting: The goal: gather all information needed to answer the
audience’s questions & organize it effectively
Criteria: the audience understands the message & responds positively
The system: you, the audience, the situation or occasion & conditions under which the communication is to occur.
Constraints: time when delivered, time available for the speech, Question and Answer period; the conditions (media, language, length, delivery conditions)
language skill of the audience for words, actions, symbols, tables, equations.culture of audience
23
1. Engage
2. Define
3. Explore
4. Plan
5. Do it
6. Look back
Apply problem solving to Prewrite
Explore: identify the real problem:Audience analysis (to identify questions
they have and how you might answer them) and
Content identification & selection (evidence to answer the questions) and
Media selection (that meets the needs of the audience and proves points well) and
Occasion implications
24
1. Engage
2. Define
3. Explore
4. Plan
5. Do it
6. Look back
Apply Problem solving to Prewriting: Audience analysis. options include:- Characteristics-concerns-needs, - the Audience Checklist, - the Persistent Why, - Seven Stakeholders, - Generations -Cultural dimension. Media: words/symbols/equations/tables.List all pertinent stuff needed.
25
1. Engage
2. Define
3. Explore
4. Plan
5. Do it
6. Look back
Prewriting: Audience analysisCharacteristics, Concerns and Needs
26
1. Engage
2. Define
3. Explore
4. Plan
5. Do it
6. Look back
Prewrite: Audience analysis
27
1. Engage
2. Define
3. Explore
4. Plan
5. Do it
6. Look back
Prewriting: Audience analysisPersistent Why? What’s stopping you?On the plant, the lube oil storage tank on Line A was
overflowing. The operator shut off the oil to the tank, shut down Line A. Called Harry Bloggs, maintenance, to solve the problem.
How it should work:- Oil level in storage tank is regulated by a float. If level drops,
the float drops too. Inlet lube oil valve opens. Lube oil flows into the tank. float is a stainless steel spheroid about 2 L in volume.
Now: - The float, as observed by Harry, was still attached to the inlet
line but it seemed to have lost its buoyancy. Harry detached the float and shook it. He estimated he could hear about 1 L of liquid sloshing around inside the float. None came out anywhere. No leak could be detected.
Problem:How might I restore buoyancy?
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1. Engage
2. Define
3. Explore
4. Plan
5. Do it
6. Look back
Prewriting: Audience analysisPersistent Why? & What’s stopping you?
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1. Engage
2. Define
3. Explore
4. Plan
5. Do it
6. Look back
Prewriting: Audience analysis
Activity 4: 4806On the persistent why? diagram, identify
who in the company might be interested in each level of questions:
- The President?- The Production or Marketing Manager?- Product supervisor or Engng supervisor
or maintenance supervisor?- Shift supervisor or engineer or Harry
Bloggs?
30
1. Engage
2. Define
3. Explore
4. Plan
5. Do it
6. Look back
Prewriting: Audience analysis
Activity 5:Who wrote the e-mails or memos?
4897, 4808, 4809
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1. Engage
2. Define
3. Explore
4. Plan
5. Do it
6. Look back
Prewrite: Audience analysis
In your audience, who belongs in each category of the Seven stakeholders
Family +++Friends ++Fellow travellers +Fence sitters 0Foes -Fools - -Fanatics - - -
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1. Engage
2. Define
3. Explore
4. Plan
5. Do it
6. Look back
Prewrite: Audience analysis
For those against your recommendations:
Gather evidence and present arguments that overcome the misconceptions and address possible root causes of negativism.
33
1. Engage
2. Define
3. Explore
4. Plan
5. Do it
6. Look back
Prewrite: Audience analysis
Generations: note variety, affects primarily media, outline and timing
34
1. Engage
2. Define
3. Explore
4. Plan
5. Do it
6. Look back
Prewrite: Audience
Culture.Meaning & implications of words,
gestures, humour differ. Sensitive if have multicultural audience.
Most apparent are gestures to avoid.
35
1. Engage
2. Define
3. Explore
4. Plan
5. Do it
6. Look back
Prewrite: Audience analysis
Summary:Most errors made; challenging.Must answer audiences’ questions with content, media, organization & evidence that they
understand.To help us understand their background, hopes, approaches Try:Characteristics, concerns, needs mainly business structurePersistent Why? broadens contextChecklist convenient summarySeven stakeholders select convincing evidenceGenerations attitudes, mediaCulture attitudes, conventions,
media
36
1. Engage
2. Define
3. Explore
4. Plan
5. Do it
6. Look back
Prewrite: content selection
Based on audience questions and persuasion elements needed:
List content- That you have already- That you need to obtain (depending on
the context, this might include copyright permission)
37
1. Engage
2. Define
3. Explore
4. Plan
5. Do it
6. Look back
Prewrite: media selection
MediaBased on the audience analysis (and
especially stakeholder, generations and culture) list the media that might be most pertinent. Visual elements include figures, tables. (Two forms of tables: record tables that list all the data for historical purposes and are kept on file or in the Appendix from which selected data are given in integral tables included in the body of the communication to prove a point.)
38
1. Engage
2. Define
3. Explore
4. Plan
5. Do it
6. Look back
Prewrite: media
Select possible media
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1. Engage
2. Define
3. Explore
4. Plan
5. Do it
6. Look back
Prewrite: summary goal
Real goal is.. For resume
Audience: engineers & HR in target company
Audience’s questions: should I interview?
Content: convince him/her that I have skills they need in addition to the Tech knowledge, such as communication, problem solving, team, self confidence, lifelong learn
Media: written, legible, two pages max + cover letter; include DVD?
Occasion: read at his/her office; job opening
40
1. Engage
2. Define
3. Explore
4. Plan
5. Do it
6. Look back
Prewrite: PlanPlan• How to obtain the missing
information & validate • Estimate the time it will take
& consider contingency plans. • Create the overall plan of a report to
persuade (or on the rare occasion, a report to inform).
• Select the format, decide on mechanism for organizing references and sources. Consider ethics and how to cite/refer to materials of others (and how to obtain copyright release as needed).
41
1. Engage
2. Define
3. Explore
4. Plan
5. Do it
6. Look back
Prewrite: types of evidence
For a communication to persuade, Need evidence to support a conclusion.Evidence: - Events audience has experienced already- Logic (inductive or deductive)- Emotion (preferred by some cultures for
verbal. For written, beware of “It’s obvious that..” “No one can deny that..”)
- Ethos or credibility (probably most important & underestimated)
42
1. Engage
2. Define
3. Explore
4. Plan
5. Do it
6. Look back
Prewrite: types of evidence
Ethos, credibility
43
1. Engage
2. Define
3. Explore
4. Plan
5. Do it
6. Look back
Prewrite: types of evidenceWhat type of evidence?Misconceptions:If it’s logical, then they accept. Reality: usually ethos appeal
based on trust & credibilityDealing with ideas. Reality: dealing with motivations &
personalitiesResistance to change: root causes1. Fear of change2. Apathy; happy with status quo3. Personal disparagement4. Vested interests of others5. Not-invented-here6. Hostility, rejection7. Negativism8. Overwhelmed by the enormity of the proposal.9. Indecisiveness10. Prejudice
44
1. Engage
2. Define
3. Explore
4. Plan
5. Do it
6. Look back
Prewrite: Time
Break project into sections, with timelines, milestones & celebrations
Gantt chartContingency plans, via Potential
Problem AnalysisEstimate cost, budget
45
1. Engage
2. Define
3. Explore
4. Plan
5. Do it
6. Look back
Prewrite: create outlineWritten report to persuade inform
46
1. Engage
2. Define
3. Explore
4. Plan
5. Do it
6. Look back
Prewrite: planVerbalAudience listening fundamentals affect plan:We think three to ten times faster than we can listen.So what?Gain attention at the beginning: challenge, a story, the main
message and issues, realistic and pertinent questions (so that listeners can use their spare time to think of how you
might address these).Impression in first 30 s is criticalEmphasize the main idea. Only 25% of people listening to a
formal talk actually grasp the main idea
Attention span is about 20 minutes max. Around the 20 minutes of elapsed time, plan to include a) restatement of main theme, b) challenging question, c) a time to reflect/discuss among the audience.
47
1. Engage
2. Define
3. Explore
4. Plan
5. Do it
6. Look back
Prewrite: Plan summary• Evidence; logical, emotional, ethos.
Pertinent, needed by audience, convince
• Estimate the time & contingency• Overall outline to persuade vs inform.
• Format, references & ethics
48
1. Engage
2. Define
3. Explore
4. Plan
5. Do it
6. Look back
Prewrite: Do it
Do it• Collect and critically evaluate the
information. Write for copyright release as needed.
• Classify the information and add to the outline.
• Add titles to the overall plan outline; check for faulty coordination and subordination.
• Collect all the pertinent information for each section of the communication into easy-to- use files or file folders.
49
1. Engage
2. Define
3. Explore
4. Plan
5. Do it
6. Look back
Prewrite Do itIn your resume, show you have analyzed your
experience and identified special skills such as problem solving, initiative, leadership, communication.
But, need to describe succinctly where you developed the skills and how you know that you have them. What is your evidence?
Lifeguard at a pool: No job, so I travelled to Europe:
50
1. Engage
2. Define
3. Explore
4. Plan
5. Do it
6. Look back
Prewrite: gather evidence
Activity 6:For your resume,complete 20 forms for 20 experiences.Here is a sample form.Descriptors mean the different words that describe what you cannow do
51
1. Engage
2. Define
3. Explore
4. Plan
5. Do it
6. Look back
Prewrite: OutlineFlesh out plan to persuade.1.Start at conclusion2.List reasons why conclusion is valid
(these become titles of sections in the main body, pointing to the conclusion)
3.Introduction with advance organizers4.Conclusion and implications.Next: select numbering scheme and
write out outline sequentially.
52
1. Engage
2. Define
3. Explore
4. Plan
5. Do it
6. Look back
Prewrite OutlineUsually four to nine major sectionsRelationship among the sections:Classification principles1. Single criteria at any level or titles at the
same level indicate topics of equal importance(if not, faulty coordination)
2. Elements must belong in that category (if not, faulty subordination)
3. No single subpoint; correct by deleting & modifying title or add more topics
4. Try to use parallel construction
53
1. Engage
2. Define
3. Explore
4. Plan
5. Do it
6. Look back
Prewrite: outlineActivity 7:Critique this outline
54
1. Engage
2. Define
3. Explore
4. Plan
5. Do it
6. Look back
Prewrite: outlineActivity 8:Audience: recruiter, handles 200 applications/day; all
are ChE, looking for leadership, initiative, good interpersonal skills, strong problem solving, good communication.
Possible outline for resume1. Contact info2. Skills3. Education4. Work5. Certificates6. Spare time7. References
55
1. Engage
2. Define
3. Explore
4. Plan
5. Do it
6. Look back
Prewrite: look back
• Write out the fleshed out description of the audience. Does the information answer the audience’s questions? Does the organization satisfy the audiences’ needs? Is the information in clearly defined file folders that can be used easily for writing the draft?
• What have you discovered about the prewriting process? How would you do it differently the next time?
• What was the easiest part of doing the audience analysis? the most difficult?
56
1. Engage
2. Define
3. Explore
4. Plan
5. Do it
6. Look back
Problem solving: write the rough draftThe goal: write the communication. Attitudes that affect this process are: - misconception: “you can write or you don’t.” Target:
use problem solving & clear thinking. You can do it!- misconception: confusion is bad and undesired. Target:
welcome confusion, helps identify when audience confused.
- misconception: focus on getting every detail and sentence correct before proceed. Target: let the ideas flow. Overediting as you go kills the flow of ideas.
- misconception: spend most time writing. Target: spend most time prewriting & revising.
What attitudes do you have?Manage stress: I want to and I canMonitor: have you checked the attitudes sufficiently?
57
1. Engage
2. Define
3. Explore
4. Plan
5. Do it
6. Look back
Writing the rough draftThe goal: write
Criteria: do it all without revising as you do it
The system: you, the computer and your files with all the information you
Constraints: time; don’t postpone; physical location where you write
58
1. Engage
2. Define
3. Explore
4. Plan
5. Do it
6. Look back
Writing the rough draftExplore:The real problem is to overcome your
stress and misconceptional attitudes. Focus on the target behaviours:
- Use a problem solving approach- Welcome confusion; that’s OK- Don’t edit or check spelling as you
write. Just let it flow.- Use positive self talk
59
1. Engage
2. Define
3. Explore
4. Plan
5. Do it
6. Look back
Writing the rough draftOrganize the folders with the info.Focus on the personal sense of accomplishment
you’ll get from creating this communication.Have confidence you can do this: think of past
times when you succeeded; you have the self determination, freedom & resources to make it happen; creating this communication is worthwhile, get support and encouragement from your support system.
Post the outline.Post the milestones & celebrations.Use a location free from distractions
60
1. Engage
2. Define
3. Explore
4. Plan
5. Do it
6. Look back
Writing the rough draft
Start writing the sections that are easiest for you.
For visuals, graphs and tables type*******insert Table here*******Don’t agonize over the style of the
visualsThe Introduction is usually the most
difficult part. Do it last.
61
1. Engage
2. Define
3. Explore
4. Plan
5. Do it
6. Look back
Writing the rough draft
Look backCelebrate. You’ve done it. You’ve
written the whole thing. Set it aside.Reflect on what you learned about
writing the rough draft.
What will you do the same the next time? What, different?
62
1. Engage
2. Define
3. Explore
4. Plan
5. Do it
6. Look back
RevisingGoal is to compare the draft with the audience’s questions and polish the
communication.Attitude is important:Misconception: only need single draft. Target, use as many drafts as
needed. I used 11 drafts for my latest book.Misconception: revising means polishing the grammar and punctuation
with the focus on the sentence level. Only 1.3% of the time would unsuccessful writers consider altering the whole message. Target: focus on macrostructure: organization, reasoning, paragraph and section level. Willing to rethink and rework the whole thing. Indeed, 20% of the time major changes made.
Misconception: spend 10% of total time revising. Target, spend most of time revising.
Misconception: unwilling to discard what you have written, ``I invested a lot of time writing this section. OK it really doesn`t apply but I want to include it somewhere!`` Target: discard if not pertinent.
Manage stress. I want to and I can.Monitor
63
1. Engage
2. Define
3. Explore
4. Plan
5. Do it
6. Look back
Revising
The goal: polish the rough draftCriteria: the five criteria: audience,
content, organization, style and formThe system: you, the computer & spell
check files on the computer. Constraints: time; don’t postpone;
physical location where you write
64
1. Engage
2. Define
3. Explore
4. Plan
5. Do it
6. Look back
Revising: explore
Set the report aside for several days.Systematically check the five criteria.
Start by imagining yourself as the audience.
65
1. Engage
2. Define
3. Explore
4. Plan
5. Do it
6. Look back
Revising: exploreExplore the problem: create a reminder checklist based
on the criteria.Here is anExample for resume
66
1. Engage
2. Define
3. Explore
4. Plan
5. Do it
6. Look back
RevisingBe systematic & work in the context of the
criteria.Recheck the overall outline, conclusions
and evidence.Be prepared to spend time polishing the
style of the visualsGunning Fogg index might help guide the
style check. Check Tools/word count.Have good resources close by for word
usage, punctuation, thesaurus
67
1. Engage
2. Define
3. Explore
4. Plan
5. Do it
6. Look back
RevisingCheck and revise audienceContentOrganization and style
68
1. Engage
2. Define
3. Explore
4. Plan
5. Do it
6. Look back
Revising formatGrammar OK?SpellcheckPunctuation OK.single comma, insert understood wordcomma comma ,, or ( ) or - - insert phrasecomma and ,and or ; two complete Sn colon : list of stuff from upstream Snsingle dash – list of stuff from downstream Sn
Mechanics OK
69
1. Engage
2. Define
3. Explore
4. Plan
5. Do it
6. Look back
Revising Look back
Did the revised communication match the audience?
Content?Organization?Style?Format?
70
1. Engage
2. Define
3. Explore
4. Plan
5. Do it
6. Look back
DeliveryEngageWritten:Control panic as deadlines appear; I’ve
planned ahead, done a PPA and I can do this
Verbal:One of more stressful experiences I want to and I can
71
1. Engage
2. Define
3. Explore
4. Plan
5. Do it
6. Look back
DeliveryDefine the stated problemGoal: deliver completed, polished, credible
report or speechSystem: you, the audience, your report or
speech Criteria: on time, right place, right person(s)Constraints: unexpected events (mike doesn’t
work, your health, power failure), expense in duplication, location defined, facilities defined (projectors, handouts, break facilities), other presenters
72
1. Engage
2. Define
3. Explore
4. Plan
5. Do it
6. Look back
DeliveryExploreWrittenThe major problem is ethos (visual
credibility) and on-time. VerbalThe major problem is “sharing
experience” and practise, practise practise.
Need details of the location & venue for speech
73
1. Engage
2. Define
3. Explore
4. Plan
5. Do it
6. Look back
DeliveryPlanPotential Problem Analysis: what could go
wrong, impact, your contingency plans.Verbal:Should I read my speech?How many visuals should I prepare? Max 1/min; usually 1/ 3minStressed about my accent and bad habits I
have, such as saying “Ahuuuu”Forget about them. First gain confidence is saying anything,
in getting the visuals to flow smoothly and in talking on your feet.
74
1. Engage
2. Define
3. Explore
4. Plan
5. Do it
6. Look back
DeliveryVerbalHow can I practice?Aloud in front of a mirror using visuals and timer
Audience includes experts or important individuals?Attitude “sharing” your experience;not an expert telling them.Or imagine all the audience sitting in bathing suits
75
1. Engage
2. Define
3. Explore
4. Plan
5. Do it
6. Look back
DeliveryVerbalWhen I try for eye contact I get distracted. What can
I do?Look at a line 1 m above audience’s heads
Should I say “thank you” when I’m finished?No
Handling Q&ARepeat the question
Greatest weakness of all the speeches you have heard?
Message wasn’t clear
‘That was a terrible speech!’10% love you, 10% hate you; check the 80% feedback
76
1. Engage
2. Define
3. Explore
4. Plan
5. Do it
6. Look back
Delivery
Do it
You have used a problem solving approach. You are ready.
Deliver
77
1. Engage
2. Define
3. Explore
4. Plan
5. Do it
6. Look back
DeliveryLook backWhat did I learn from the experience?What would I do differently?What would I repeat?
78
1. Engage
2. Define
3. Explore
4. Plan
5. Do it
6. Look back
Resume writing
Activity 9.Critique Mary Jane’s resume
79
Technical Communication
Outcomes:1.Dozen key ideas about communication2.Goal: five criteria for an effective product3.Problem solving process of writing4.Four stages in writing:
Prewriting, writing, revising, delivery
5.Audience analysis6.Resume writing
80
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