Business Communications, Meetings & Presentations Basic - - PowerPoint PPT Presentation

Basic Principles of Communications and Understanding The Audience Culture

Donald M. Huntington

Executive In Residence

Business Communications, Meetings & Presentations

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!

I told you what to do. That’s not what I heard.

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?

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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…