Presentation and

Communication Skills

Listening is the key to effective communication.

Difference between
Presentation and Communication

What is communication?
ItIt isis the
the process
process by
by
which
which meanings
meanings are
are
exchanged
exchanged between
between people
people
through
through the
the use
use of
of
common
common set
set of
of symbols.
symbols.

Definition
Presentation
Something set forth to an audience in a
formal environment for the attention of the
mind to get a desired effect

Importance of Communication

Getting jobs you want

Gaining Promotions

Providing Leadership

Being productive on the job

Relating Positively to Others

Assuring the Success of your Organization

7 Cs of Communication
Completeness
Conciseness
Consideration
Concreteness
Clarity
Courtesy
Correctness

The 7 Cs of Communication

COMPLETENESS
Please meet me.

(check for 5 W questions)

CONCISENESS
in close proximity to
(avoid)
pursuant to your enquiry (avoid)

nearby
as you requested

CONSIDERATION
I want to express my sincere thanks for the good words.
(Avoid I attitude)
Thank you for your kind word.
(Adopt You attitude)

CONCRETENESS
Goods are soon being dispatched.
Goods will be dispatched on 2 nd July.

(vagueness)
(concreteness)

CLARITY
at all times(avoid)always
revert back (avoid)
revert
during the year 1997(avoid)
during 1997

COURTESY
Thank you for the prompt reply.

CORRECTNESS

Patterns of Business Communication

Internal or external

Formal or Informal

Work related or personal

More Patterns of Business Communication

Vertical (upward or downward)

Horizontal

Serial

Network

Grapevine

Communication
Communication Types
Types and
and Channels
Channels

Verbal
Verbal

Oral

Non
NonVerbal
Verbal

Written

Sign Language

Visual
Visual
Signs
Signs

Body
BodyLanguage
Language

Audio
Audio
Signs
Signs

Communication Process
The communication environment includes the
sender, the message, the receiver, feedback,
and communication barriers.

Elements In Communication
Sender
Sender

Message

Channel

Feedback

Receiver
Receiver

The Communication Process

Basic Model
5.
5.
Feedback
Feedbacktravels
travels
to
tosender
sender

1.
1.
Sender
Sender
has
hasidea
idea

2.
2.
Sender
Sender
encodes
encodes
idea
ideain
in
message
message

3.
3.
Message
Message
travels
travels
over
over
channel
channel

6.
6.
Possible
Possible additional
additional
feedback
feedback to
to
receiver
receiver

4.
4.
Receiver
Receiver
decodes
decodes
message
message

Communication Barriers

Word choice, Punctuation, spelling, grammar, and sentence

structure
Type of message; Appearance of the sender or the message
Environmental factors; Physical distractions
Receiver capability; listening
Bypassing
Limited frame of reference
Emotional interference
Ego involvement
Fear of reprisal for honest communication
Turf wars

Word Choice

Denotative Versus Connotative Meaning

Word
Possible Meanings
Assertive
Energetic, Pushy
Compromise Adjust, Give in
Funny
Humorous, Unusual

Idiom
General Idioms
Business Idioms
Drop me a line.
Jenny is saddled with debt.
Youre pulling my leg.
Its just a ballpark estimate!
Hes born with a silver spoon. Will you crunch the numbers?

Implications and Inferences

e.g. My work is undervalued.

Barriers That Block the Flow of Information

in Organizations

Closed communication climate

Top-heavy organizational structure
Long lines of communication
Lack of trust between management and
employees
Competition for power, status, rewards

"TANJOOBERRYMUTTS" ...
By the time you read through this YOU WILL
UNDERSTAND "TANJOOBERRYMUTTS" ...and be
ready for China. In order to continue getting-by in China, we
need to learn English the way it is spoken...... Practice by
reading the following conversation until you are able to
understand the term "TANJOOBERRYMUTTS".
With a little patience, you'll be able to fit right in. Now, here
goes... The following is a telephonic exchange between
maybe you as a hotel guest and room-service today......

Room Service : "Morrin. Roon sirbees."

Guest : "Sorry, I thought I dialed room-service. "
Room Service: "Rye . Roon sirbees...morrin! Joowish
to oddor sunteen???
Guest: "Uh..... Yes, I'd like to order bacon and eggs."
Room Service: "Ow ulai den?"
Guest: ".....What?? "
Room Service: "Ow ulai den?.Pryed, boyud, pochd?"
Guest: "Oh, the eggs! How do I like them? Sorry..
Scrambled, please."

Room Service: "Ow ulai dee bayken ? Creepse?"

Guest: "Crisp will be fine."
Room Service: "Hokay. An sahn toes?"
Guest: "What?"
Room Service: "An toes. ulai sahn toes?"
Guest: "I.... Don't think so.."
Room Service: "No? Udo wan sahn toes???"
Guest: "I feel really bad about this, but I don't know what
'udo wan sahn toes' means."
Room Service: "Toes! Toes!...Why Uoo don wan toes? Ow
bow Anglish moppin we botter?"
Guest: "Oh, English muffin! !! I've got it! You were saying
'toast'..Fine...Yes, an English muffin will be fine."
Room Service: "We botter?"

Guest: "No, just put the bottor on the side."

Room Service: "Wad?!?"
Guest: "I mean butter... Just put the butter on the side."
Room Service: "Copy?
Guest: "Excuse me?"
Room Service: "Copy...tea...meel?"
Guest: "Yes. Coffee, please... And that's everything."
Room Service: "One Minnie. Scramah egg, creepse bayken ,
Anglish moppin, we botter on sigh and copy ... Rye ??"
Guest: "Whatever you say."
Room Service: "Tanjooberrymutts. "
Guest: "You're welcome"
Remember I said "By the time you read through this YOU WILL
UNDERSTAND 'TANJOOBERRYMUTTS!!! and you do, don't you!

A Classic Case of Miscommunication

In Center Harbor, Maine, local legend recalls the
day when Walter Cronkite steered his boat into
port. The avid sailor was amused to see in the
distance a small crowd on shore waving their arms
to greet him. He could barely make out their
excited shouts: Hello Walter, Hello Walter!

A Classic Case of Miscommunication

As his boat came closer, the crowd grew larger, still yelling.
Pleased at the reception, Cronkite tipped his white captain's
hat, waved back, even took a bow. But before reaching
dockside, Cronkite's boat abruptly jammed aground. The
crowd stood silent. The veteran news anchor suddenly
realized what they'd been shouting: Low water, low water!

Analysis of Flawed Communication

Process

Analysis of Flawed
Communication Process
Sender
has
idea
Warn boater

Analysis of Flawed
Communication Process
Sender
has
idea

Sender
encodes
message

Warn boater

Low water!

Analysis of Flawed
Communication Process
Sender
has
idea

Sender
encodes
message

Channel
carries
message

Warn boater

Low water!

Message
distorted

Analysis of Flawed Communication Process

Sender
has
idea

Sender
encodes
message

Channel
carries
message

Receiver
decodes
message

Warn boater

Low
water!

Message
distorted

Hello
Walter!

Barriers That Caused

Cronkite Miscommunication

Frame of reference

Receiver accustomed to
acclaim and appreciative
crowds.

Language skills

Maine accent makes "water"

and "Walter" sound similar.

Receiver more accustomed to

speaking than to listening.

Listening skills

Barriers That Caused

Cronkite Miscommunication

Emotional
interference

Ego prompted receiver to

believe
crowd
was
responding
to
his
celebrity status.

Physical barriers

Noise from boat, distance

between senders and
receivers.

Which of these barriers could be overcome

through improved communication skills?

Overcoming Communication Barriers

Realize that communication is imperfect.

Adapt the message to the receiver.

Improve your language and listening skills.

Question your preconceptions.

Plan for feedback.

MISCOMMUNICATION IN
PRODUCT EVOLVEMENT

As Marketing Requested It

As Sales Ordered It

As Engineering Designed It

As Production Manufactured It

As Maintenance Installed It

What the Customer Wanted

Facilitating Communication

Positive Attitude

Improve it

Help others in improving theirs

Maintain good relationships

Bring in creativity in communication

Accept the reality of miscommunication and work

to minimize its negative impacts

Message Analysis
Bill, thanks for recomending that I attend the defective
righting seminar at Ross College. It was out standing?
The segment of the seminar I found more useful was the part
explaining how to write from the I-viewpoint. Todays
business world is vary competitive, an focusing on the sender
can give you the edge you need to maintain favorable relatives.
Youll agree, Im sure that my massages have improved all
ready. I give you partial credit for the change. Lunch at The
Derby Deli next weak will be my treat.