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Understanding communicationWork team communicationPlanning the presentation
Delivering the presentation
Communicating in organizations
The components of communication
Verbal communication
Directions of communication
Barriers to communication
Ethics and communication
The problem
“The greatest problem in communication is the illusion that it has been accom- plished.”
— George Bernard Shaw
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The components of communication
StimulusFilterMessageMediumDestination
4
Feedback
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Verbal communication
5
Oral
Videoconferences
Presentations
Phone calls
Meetings
One-on-one conversations
Written
Miscellaneous
Reports
Letters
Memorandums
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Formal communication network
6
Downward
CEO
VP-1
MGR-1 MGR-2
VP-2
MGR-3 MGR-4
Upward
Horizontal
Cross-Channel
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The grapevine is ...Business relatedAccuratePervasiveRapidMost active during changeNormal
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Verbal barriersInadequate knowledge or vocabulary
Differences in interpretation
Language differences
Inappropriate use of expressions
Overabstraction and ambiguity
Polarization824/02/2011 MDP-Powerful Business Communication
Nonverbal barriersInappropriate or conflicting signals
Differences in perception
Inappropriate emotions
Distractions
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Ethics and communicationDefamationSlanderLibelInvasion of privacyFraudMisrepresentation
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Communicating in work teams
Nonverbal communication
Communicating in diverse communities
Listening
Business meetings
Business etiquette
Can conflict be constructive?Makes us more aware of problems
Encourages change
Makes life more interesting
Increases the quality of the decision making
Helps us understand ourselves better
Increases our self-confidence
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Initial group goalsGet to know one another.
Work out decision-making issues.
Set ground rules.
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Giving constructive feedback
Need for feedback
Positive and negative
How to give
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How to give feedbackBe descriptive.
Don’t use labels.
Don’t exaggerate.
Speak for yourself.
Use “I” statements.
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Team writingAssign tasks and develop a
schedule.
Meet regularly.
Draft the document.
Revise the draft.
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Commenting on peer writingRead first for meaning.
Assume the role of reader—not teacher.
Point out the good and the bad.
Use “I” language.
Comment sparingly.
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Emphasize the writer for positive comments; emphasize the text for negative comments.
Involve the writer.
Don’t take over the text.
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Nonverbal communicationBody movement
Physical appearance
Voice qualities
Time
Touch
Space and territory
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20
Public12' -
Communication zones Communication zones
Social4' - 12'
Personal18" - 4'
Intimate 0 - 18"
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21
When communicating When communicating across culturesacross cultures
Maintain formality.
Show respect.
Communicate clearly.
Value diversity.
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How do we differ?
EthnicityGenderDisabilitiesOther?
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Keys to better listening
23
Give the speaker your undivided attention.
Stay open-minded.
Don’t interrupt.
Involve yourself.
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Planning the meetingIdentify your purpose.
Determine whether a meeting is needed.
Prepare an agenda.
Determine who should attend.
Determine logistics.
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Acting professionallyMeeting and greeting
Dining
Giving gifts
Dressing appropriately
Around the office
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26
Describe the role of business presentations.
Plan and write a presentation.
Plan and deliver a team presentation.
Plan and deliver a video presentation.
Plan and deliver other types of presentations.
Part III: Planning the Part III: Planning the business presentationbusiness presentation
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Advantages
Immediate feedback
Impact
Control
Less work for audience
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Disadvantages
Impermanence
Expense
Limited audience size
Speaker-controlled pace
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ExplainingExplainingPersuadingPersuading
Motivating Reporting
PurposePurpose
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How formal?The stakes
Audience size
Audience opposition
Need for repeat performances
Complexity
Cultural expectations of audience
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Use an outline—not a script
Absenteeism Rate—Slide 1Absenteeism Rate—Slide 14.7% first 6 mo4.7% first 6 mo
5% higher than last yr5% higher than last yr 14% increase in 3 yrs14% increase in 3 yrs
Industry average = 3.6% (steady)Industry average = 3.6% (steady)
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32
ReportingTelling what happened at the OSHA
meeting last week
ExplainingShowing how to complete the new
expense report forms
PersuadingConvincing the executive committee to
adopt a tuition-reimbursement plan
MotivatingInspiring the employees to volunteer to
become a Big Brother or Big Sister
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The openingQuote a well-known personAsk a questionPresent a hypothetical situationRelate an appropriate storyGive a startling factUse a dramatic prop or visual
aid
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Choose a logical sequenceCriteriaDirect sequenceIndirect sequenceChronologyCause/effect/solutionOrder of importanceElimination of
alternatives
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Work-team presentations
Assignment of rolesLeader responsibilitiesUnity and coherenceIntroductions and transitionsNonspeaker roles
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Video presentationsClothes and makeupPosture, gestures, and movementEye focusVisual aidsOperating the camera
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Other business presentationsImpromptu remarks
Introductions
Special recognitions
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Develop effective visual aids.
Develop effective audience handouts.
Practice the presentation.
Deliver the presentation.
Critique your performance as a presenter.
Part IV: Illustrating & Part IV: Illustrating & delivering the business delivering the business presentationpresentation
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Overhead transparenciesGood quality
Low cost
Easy to use
Easy to prepare
Easy to update
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35-mm slidesExcellent quality
Moderate cost
Moderately easy to use
Moderately easy to prepare
Moderately easy to update
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Electronic presentationsGood quality
Moderate cost
Difficult to use
Easy to prepare
Easy to update
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Handout—What to includeSlide miniatures—
with annotationsBackground dataSummariesComplex charts and tablesJournal articles
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Handout—When to distribute
Before: For complex data
During: For use during presentation
After: For summary information only
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44
Position yourself stage right of the projector.
Ensure everyone can read the projected images.
Avoid walking in front of the image.
Turn only your torso when pointing to a chart.
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