Technical Writing & Communication Skills

8/8/2019 Technical Writing & Communication Skills

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TECHNICAL WRITING &

COMMUNICATION SKILLS

Credit Hours - 2

Instructor: Riaz Akbar

Course Objective: The objective of this course is to learn technicalwriting and presentation skills related to proposals, progress reports, oral

presentations and much more. This course will enable students to learn

and excel in communication skills.

Course Objective: The objective of this course is to learn technicalwriting and presentation skills related to proposals, progress reports, oral

Mini Project: Technical Report on a Research Project with Persuasive

Presentation.

Course Objective: The objective of this course is to learn technical

writing and presentation skills related to proposals, progress reports, oral

Mini Project: Technical Report on a Research Project with Persuasive

Presentation.

Tentative Grading Policy:

Assignments 25 marks

Report 25 marks

Final Term 50 marks

Recommended Books:

1. µThe Technical Writing Process¶ by Marilyn Schauer Samuels.

2. µWrite With Confidence¶ by Angela Burt.

3. µReport Writing in Business¶ by T J Bentley.

4. µThe Art of Communicating¶ by Bert Decker.

5. µ101 Ways to Better Communication¶ by Elizabeth Tierney.

6. µBusiness Letters for Busy People¶ by Jim Dugger.

Recommended Books:

1. µThe Technical Writing Process¶ by Marilyn Schauer Samuels.

2. µWrite With Confidence¶ by Angela Burt.

3. µReport Writing in Business¶ by T J Bentley.

4. µThe Art of Communicating¶ by Bert Decker.

5. µ101 Ways to Better Communication¶ by Elizabeth Tierney.

6. µBusiness Letters for Busy People¶ by Jim Dugger.

READ WHATEVER YOU GET YOUR HANDS ON

³The world¶s problems could be solved if we kept talking´

Prof. Stephen Hawking

Everything that we do throughout each day involves communication in

one form or another.

At work

At home

At work

At home

In politics

At work

At home

In politics

In commerce

At work

At home

In politics

In commerce

In sport

At work

At home

In politics

In commerce

In sport

In entertainment

At work

At home

In politics

In commerce

In sport

In entertainment

In financial world

At work

At home

In politics

In commerce

In sport

In entertainment

In financial world

When communication breaks down the consequences can be disastrous.

COMMUNICATION IN EDUCATION

Education is all about communication ± not only of hard facts but also of

thoughts and ideas and proposals on which to base discussion and debate.

A good teacher who can effectively communicate facts, ideas and theories will

turn out well-qualified pupils.

A good teacher who can effectively communicate facts, ideas and theories will

turn out well-qualified pupils.

The problem is the lack of teaching the pupils how to communicate their

knowledge to others.

KNOWLEDGE IS POWER

True / False

KNOWLEDGE IS NOT POWER

IT IS POTENTIAL POWER

We get paid for what we do with

what we know, not just for whatwe know.

Formal education has one purpose

only ± to get people their first job.

Formal education has one purpose

only ± to get people their first job.Self-education earns them their

living.

THE BUSINESS ENVIRONMENT

Almost 60% of fresh graduate employees leave their first jobs in the first year.

They are intelligent, well-qualified and keen to find a job in today¶s competitivemarket.

The largest single reason for this alarming drop-out rate is their inability to

communicate with their peers and their superiors.

You can acquire great knowledge,

but unless you can communicateit to others, it is worthless.

The problems due to lack of

communication in the workplacecan start on day one.

Example:

Farid arrives for his first day in a new job. Asif is delegated to show him

the ropes.

Example:

the ropes.

What does Asif do?

Example:

the ropes.

What does Asif do? He has worked here for some time: he knows it all

backwards.

Example:

the ropes.

backwards. So he paints only a broad picture, leaving out minor details

which are second nature to him

Example:

the ropes.

which are second nature to him but not at all obvious to Farid.

Example:

the ropes.

How does Farid react?

Example:

the ropes.

How does Farid react? He has an awful lot to digest in his first few days.

What happens next?

What happens next? Farid begins to realize that he needs more

information in order to do the job properly.

information in order to do the job properly. Asif, in the meantime,

considers he has done his bit, and goes back to his own workload.

considers he has done his bit, and goes back to his own workload. Farid

is too nervous or embarrassed to ask questions that might be considered

stupid.

The result?

stupid.

The result? Farid is already struggling: he is unable to perform to his best

ability. His self-confidence is crumbling.

stupid.

The result? Farid is already struggling: he is unable to perform to his best

ability. His self-confidence is crumbling. Asif begins to think that Farid isnot up to the job.

The lesson?

Communicate from the word µGo¶.

The lesson?

Explain things clearly and in detail.

The lesson?

Don¶t think that because something is obvious to you, it must be

obvious to someone else.

The lesson?

If you are the one being trained, don¶t be afraid to say things like µI get

the overall picture, but would you please go through such-and-such apoint again?¶

The lesson?

Ask questions.

The lesson?

Ask questions.

For management the cost of failed communication can be absolutely

staggering, involving:

loss of time

loss of respect

loss of time

loss of respect

loss of business

loss of time

loss of respect

loss of business

loss of money

loss of time

loss of respect

loss of business

loss of money

loss of confidence

loss of time

loss of respect

loss of business

loss of money

loss of confidence

loss of credibility

loss of time

loss of respect

loss of business

loss of money

loss of confidence

loss of credibility

loss of relationships

loss of time

loss of respect

loss of business

loss of money

loss of confidence

loss of credibility

loss of staff

loss of time

loss of respect

loss of business

loss of money

loss of confidence

loss of credibility

loss of staff

loss of trust

loss of time

loss of respect

loss of business

loss of money

loss of confidence

loss of credibility

loss of staff

loss of trust

loss of clients

When communication is good, the benefits are immediately apparent.

People:

feel good

People:

feel good

do their job well

People:

feel good

do their job well

work well together

People:

feel good

do their job well

work well together

feel motivated

People:

feel good

do their job well

work well together

feel motivated

understand

People:

feel good

do their job well

work well together

feel motivated

understand

save time

People:

feel good

do their job well

work well together

feel motivated

understand

save time

feel empowered

People:

feel good

do their job well

work well together

feel motivated

understand

save time

feel empowered

assume responsibility

People:

feel good

do their job well

work well together

feel motivated

understand

save time

feel empowered

share information

People:

feel good

do their job well

work well together

feel motivated

understand

save time

feel empowered

share information

respect, trust and like each other

People:

feel good

do their job well

work well together

feel motivated

understand

save time

feel empowered

share information

respect, trust and like each other

listen

Poor communication will inevitably lead to a negative

outcome. Effective communication will undoubtedly lead

to positive one.

POCKET REMINDERS

Create quality talk time with family and friends

POCKET REMINDERS

Learn to communicate your knowledge to others

POCKET REMINDERS

Talk about misunderstandings: be constructive

POCKET REMINDERS

Talk about misunderstandings: be constructive

Don¶t be afraid to ask question

WISE WORDS

INTERPERSONAL COMMUNICATION

A good communicator is someone who speaks well. (True/False)

FALSELess than 10% of any personal communication that makes an impression is of the verbal

It takes at least two people to communicate interpersonally, so what do they see, hear

and feel during this process?

You can be absolutely clear and unambiguous, but the person you are communicatingwith can give you a totally unexpected reaction, resulting in complete misunderstanding.

Example:

A: µI¶ve brought you Irfan¶s telephone number.¶

Example:

B: µI can¶t phone her now ± I¶m too busy.

Example:

B: µI can¶t phone her now ± I¶m too busy.¶

A: µI didn¶t ask you to phone her now !¶

Example:

Here A was absolutely clear, with an unambiguous message causing no

misunderstanding, but he or she got an unexpectedly hostile reaction from B, who

completely misinterpreted A¶s good intentions.

Example:

Here A was absolutely clear, with an unambiguous message causing no

misunderstanding, but he or she got an unexpectedly hostile reaction from B, who

completely misinterpreted A¶s good intentions.

Have you ever reacted the way B did?

Communication is not just what we say or do: it is also what we hear and see.

If we are going to excel in communication it is necessary to respond to other people

rather than react, and there is a difference.

Think of it in terms of a doctor¶s prescription ± if you respond to the medicine it is doing

you good, if you react it is not, and you need a change of medicine.

U SING ALL YOU R SENSES

There are five major senses:

visual

kinesthetic (feeling)

auditory (hearing)

visual

auditory (hearing)

How do you process information? Is your predominant sense visual, kinesthetic or

auditory?

visual

auditory (hearing)

How do you process information? Is your predominant sense visual, kinesthetic or

auditory?

It is important to be aware of this, because to excel as a communicator you not only

need to have a greater understanding of other people, you also need to have a greater

understanding of yourself. This is known as emotional intelligence (EQ).

You can identify a person¶s predominant sense.

Visual cue phrases: µsee the sense¶; µlooks to me like¶; µappears to me¶;

Predominantly visual people normally speak fairly quickly, because they think in

pictures. They try to make the speed of their words keep up with the speed of the pictures in their mind. They may greet you by saying µNice to see you¶.

Kinesthetic cue phrases: µit feels right¶; µslipped my mind¶.

Predominantly kinesthetic types normally speak fairly slowly, because they arereacting to their feelings and sometimes have trouble finding the right words to

match those feelings. They may greet you by saying µHow are you?¶, which or

course means µHow are you feeling?¶.

Auditory cue phrases: µI hear what you¶re saying¶; µloud and clear¶; µunheard of¶.

Predominantly auditory people also speak fairly slowly with a well-modulated

voice, using words carefully and selectively. They may greet you with µI heard

you were coming today¶, or they may say µI hear the job¶s going well¶.

Auditory cue phrases: µI hear what you¶re saying¶; µloud and clear¶; µunheard of¶.

Predominantly auditory people also speak fairly slowly with a well-modulated

voice, using words carefully and selectively. They may greet you with µI heard

you were coming today¶, or they may say µI hear the job¶s going well¶.

So listen to a person¶s frequently used phrases and mould yourself accordingly.

LISTEN AND LISTEN WELL

How to listen well?

BE YOURSELF

Imagine two people facing one another across a table. One is you and the other is A.

g p p g y

BE YOURSELF

g p p g y

There are actually six people in the room.

BE YOURSELF

g p p g y

1. The person you think you are

BE YOURSELF

2. The person you are giving A the impression you are

BE YOURSELF

3. The real you

BE YOURSELF

3. The real you

4. The person A thinks he or she is

BE YOURSELF

3. The real you

5. The person A is giving you the impression he or she is

BE YOURSELF

3. The real you

6. The real A

BE YOURSELF

3. The real you

6. The real A

It is important to get the real two people communicating with one another.

BE YOURSELF

3. The real you

6. The real A

It is important the get the real two people communicating with one another.

So, what do you do?

BE YOURSELF

3. The real you

6. The real A

It is important the get the real two people communicating with one another.

So, what do you do?

be yourself, not a performer

control your imagination ± don¶t lapse into fantasy (remember that negative

imagination causes communication breakdown)

ask questions that will identify the real person opposite you, and watch the body

language that goes with the answers.

HELPING PEOPLE TO LIKE YOU

In order to be an effective communicator it is an advantage to be liked rather than

di lik d

disliked.

di lik d

disliked.

What we hand out in life we get back.

disliked

disliked.

If you want to cheer up, cheer someone else up.

disliked

disliked.

Be friendly (friendliness, like good manners, costs nothing).

disliked

disliked.

Respect other people¶s feelings.

disliked

disliked.

Always make the other person feel important.

disliked

disliked.

Call people by their names.

disliked

disliked.

Show interest in other people.

disliked

disliked.

Ask a lot and listen and encourage other people to talk about themselves.

disliked

disliked.

Keep the customer satisfied (remember that the customer is always right).

disliked

disliked.

Sell yourself (don¶t force it).

disliked

disliked.

While being interviewed for a job, it is important to ask questions for showing the

interviewers your interest in the company matters.

disliked

disliked.

While being interviewed for a job, it is important to ask questions for showing the

interviewers your interest in the company matters.

Admit your mistakes without getting defensive and be prepared to apologize.

DEALING WITH PEOPLE

Many of the frustrations that we experience in life come from dealing with people.

DEALING WITH PEOPLE

M ti t d ¶t i l t (It i i t t t fi d t h t ti t )

Motivate ± don¶t manipulate (It is important to find out what motivates a person).

The difference between good leadership and poor management is the difference

between motivation and manipulation. Motivation is getting people to dosomething because they want to do it: manipulation is getting them to do

something because you want them to do it.

DEALING WITH PEOPLE

M ti t d ¶t i l t (It i i t t t fi d t h t ti t )

Praise where praise is due.

DEALING WITH PEOPLE

Motivate don¶t manipulate (It is important to find out what motivates a person)

Be honest and keep your integrity.

DEALING WITH PEOPLE

Motivate ± don t manipulate (It is important to find out what motivates a person).

Be assertive ± say µNO¶ where you have to.

DEALING WITH PEOPLE

Ask µWhy?¶

DEALING WITH PEOPLE

Ask µWhy?¶

Be direct ± don¶t drop hints and hope the other person is getting the message.

DEALING WITH PEOPLE

Ask µWhy?¶

Be direct ± don¶t drop hints and hope the other person is getting the message.

Act on advice, if you have asked for one.

POCKET REMINDERS

Concentrate on listening

POCKET REMINDERS

Do respond, don¶t react

POCKET REMINDERS

Control your imagination and use it effectively

POCKET REMINDERS

Think positive and be positive ± today and every day

POCKET REMINDERS

Always make the other person feel important

POCKET REMINDERS

To be interesting all you have to do is be interested

POCKET REMINDERS

Be a good news carrier

POCKET REMINDERS

Learn to sell yourself

POCKET REMINDERS

It¶s not what you say but how you say it

POCKET REMINDERS

If you¶re wrong, admit it

POCKET REMINDERS

If you¶re wrong, admit it Be prepared to apologize

POCKET REMINDERS

C t l i i ti d it ff ti l

Find out what people want

POCKET REMINDERS

Show them how to get it

POCKET REMINDERS

Everyone wants to be appreciated

POCKET REMINDERS

Praise works: flattery gets you nowhere

POCKET REMINDERS

Control o r imagination and se it effecti el

Be willing and able to say µNO¶

POCKET REMINDERS

Be willing and able to say µNO¶

Say it how it is

WISE WORDS

µBefore you put someone in their place you should put

yourself in theirs.¶

WISE WORDS

µ Your temper is one of your more valuable

possessions. Don¶t lose it.¶

WISE WORDS

µ Your temper is one of your more valuable

possessions. Don¶t lose it.¶

Failure is not a crime. Failure to learn from failure

should be.¶

Technical Writing & Communication Skills

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