Business Communications, Meetings & Presentations Basic - PowerPoint PPT Presentation

Business Communications, Meetings & Presentations Basic Principles of Communications and Understanding The Audience Culture Donald M. Huntington Executive In Residence

What is Communication?  Two-way process  Sending & receiving information  Through one or many channels

Communication is Active, not Passive. Receiver acknowledges receipt. Sender verifies clarity.

For effective communication…  The sender must ask for confirmation that the message being sent is being received  The receiver must seek clarification and confirm receipt

Leading cause of communication breakdown…  Failure of sender to verify receipt and clarify understanding  It’s ultimately the sender’s responsibility! That’s not what I I told you heard. what to do .

Barriers to effective communication  Environmental factors  Room temperature, lighting, noise, chairs, etc.  Outside distractions  Credibility/reputation of the communicator  Appearance, style & authority of the communicator  Language, sound, visual presentation  Internal factors  Worry  Fear  Deadlines  Illness, etc.

Barriers to effective communication  Filters  Experiences  Perspectives  Knowledge  Opinions What we have here is a failure to communicate .

Sound principles improve chances for success  Know your audience  Know your purpose (What, why, intended effect?)  Know your topic  Present a balanced case  Be credible  Anticipate questions and objections

Sound principles for effective communication  Follow through on what you say  Communicate in “bite-sized chunks”  Present information in several ways  Use multiple communication techniques  Develop effective ways to get feedback

Understanding the audience culture is critical  Who are the key audience members?  Who are the decision makers?  What’s the audience’s experience with the subject?  What are their attitudes? Friendly, neutral, hostile?  Are they formal or informal?  What networks are they members of?  What benefits can I offer them?  What objections can I anticipate?

Understanding the company culture is a matter of survival  What is the protocol for calling meetings and sending invitations?  What is acceptable arrival time at meetings?  What is appropriate attire?  What is the dominant email style?  What is acceptable response time to email and phone messages? Be a ale lert t to c cult lture a and nd c customs ms. . Ig Igno nore a at y your o own p n peril! l!

Use multiple media to enhance effective communication  People remember:  10% of what they read only  20% of what they hear only  30% of what they see only  40% of what they hear and see  Over 50% of what they hear, see and repeat (repeat = feedback)

Repeat after me… “People remember over 50% of what they hear, see and repeat.”

What was that? “People………..”

Great communicators…  Seek non-verbal and verbal feedback  Head nods, smiles, confirming comments, quizzical looks, questions  Ask for confirmation  “Am I being clear? What did you understand me to say?”  “If you had to explain this to Bob, what would you say?”

How to be a good listener

Effective communication requires “Active Listening”  “Hearing” is a passive activity - it’s not “listening”  All parties to effective communication (both senders & receivers) must be active participants  That is, they must be completely engaged in the communication

Specific skills can enhance active listening  Get the complete message. Be patient.  Demonstrate alertness – eye contact, posture, expressions  Focus on the message, not the form (voice, mannerisms, dress)  Filter out emotionally-charged language and the emotions they trigger in you

Use your brain wisely  Use excess mental capacity productively  Speaking rate = 100 to 200 wpm  Thinking rate = 400 to 600 wpm  Think efficiently and critically  Mentally review and recap to stay focused on listening  What evidence is being given?  What assumptions are being made?  What’s the effect on me?  Are good examples being used?  What are the main points I should take away?

Great listeners…  Provide non-verbal and verbal feedback  Head nods, smiles, confirming comments, quizzical looks, questions  Are specific “This is what I think you’re saying. Is that right?”  Give actionable feedback (avoid criticism about things beyond control)

Tips & warnings  Avoid mental debate  Don’t form premature conclusions  PAY ATTENTION! There will be plenty of time to analyze later.

Now that you know some important principles of communication…