Effective communication

Effective Communication(Knowledge).

Session Objectives

At the end of this session, delegates should be able to:-

• Define effective communication

• Outline the purpose of communication

• Outline the elements of communication process

• State and explain the different media of communication

Session Objectives

• State and explain the etiquettes and importance of telephone communication

• Outline the key success factors for effective communication

• Explain effective listening

• State the key success factors and types of persuasive business writing.

Communication

• Communication is the art of expressing and exchanging ideas in speech or writing

What is Effective Communication

Effective Communication

• A process in which a person through the use of signs (natural/universal), symbols (by human convention), verbal or non-verbal, conscious or unconscious but intentionally, conveys meaning to another in order to affect change.

• It is the process of giving information to other people using signals such as speech, body language, symbols, radio signals.


• You cannot effectively communicate unless the sender and the receiver perceive the message in the same way.

• You cannot move up the career ladder if you are not an effective communicator


• Communication skills, including written and oral presentations, as well as an ability to Work with others, are the main factors contributing to job success.


• To lessen the frequency of communication barriers at each stage with clear, concise, accurate, well-planned communications.

Purpose of Communication

• The purpose of communication is to

provoke a response..

• The purpose of communicating can vary

from a quick electronic message verifying

attendance at a meeting... to a

multimedia presentation designed to be

persuasive

• To effect a correction .


• The purpose and objectives of external

communication is to:

1.Provide information to consumers about products and services to do with the organization.

2.Promote the organization.

3.Handle enquiries about the organization and its products and services.

4.Advertise the organization.


• Calling for help

• Getting needs met

• To get clarification

• Giving instructions or directions to others

• Discussing important issues or concerns

• Expressing feelings


• Staying connected with family and friends

• Telling stories

• Chatting

• Being funny

• Comforting others

The Communication Process

• Sender

• Message

• Channel

• Receiver

• Feedback

Sender

• Must establish yourself as a credible person

• Showing the display of knowledge of:

-Subject

-Audience

-Context in which message is delivered

Message

Is it:

• Written

• Oral (phone)

• Nonverbal (e-mail)

• What is the best way of conveying your message?

Channels

• Meetings

• Conferences and video conferences

• Letters

• Emails

• Memos

• Reports

Receiver

• Audience

• Need to do research on audience prior to communication.

Feedback

• Verbal

• Nonverbal

• Surveys

• Comments

• Questions

Context

• The situation in which your message is delivered

• What kind of culture or atmosphere?

- Business

- Casual

- Industry

Media Of Communication

• There are five general types of media used in communicating technical information to users.These are

• Print

• Audio

• Video

• Online

• Live or Face to Face


Print

• Print refers to any communication product that is provided to users on paper, such as manuals, books, brochures, catalogs, and newsletters. Print is ideal for presenting a variety of types of information.


Print

Efficiently present

•Facts

•Figures

•News

•Procedures

•Policies


Print

Efficiently present

• Interpretations

• Opinions.

• Describe relationships among information

• Provide descriptions when no other means available to

present information


Print

• Technical communicators typically use print to prepare reference,user’s guides, workbooks, job aids, brochures, and newsletters.

• When presenting information in print, you can use text, graphics, and photographs


• Print

LIMITATIONS

• Familiarity with this medium

• Portable- Users can take materials with them almost

anywhere and they do not need special equipment to view

the information.


• Print

LIMITATIONS

Not interactive- Users cannot easily tailor printed materials to their needs unless someone reprints all of the material. Printed materials can display only words, graphics, and photographs; they cannot present moving images.


• Print

LIMITATIONS

Printed materials must be printed. In many instances, the production process requires special and time-consuming preparation of the materials


Online

Online materials refer to information intended

to be displayed on a computer.


Online communication includes-

• Words (also called text)

• Pictures (graphics and photos)

• Moving images

• video and animation (several drawings displayed in a sequence to give the impression of movement)

• Sound


Online

• When the information displayed on the

computer includes audio and video, it is

called multimedia because the computer

is displaying multiple media at the same

time.


CLASSIFICATION OF ONLINE INFORMATION

•Tutorials which are instructional programs intended to

quickly teach specific skills to users.

•Demonstrations which are presentations that show

users how a particular product or service works.

•References and Books which provide information

about specific subjects.


CLASSIFICATION OF ONLINE INFORMATION

• Help which are the instructions for using software

that are available online using the software.

• Web pages which is information that users can

find on the World Wide Web


MEANS OF DISTRIBUTING ONLINE INFORMATION

• Diskettes

• Computer networks [either within an organization(Intranet) or through an information service(Internet)

• CD-ROM - (compact disk read-only memory)


ADVANTAGES OF ONLINE COMMUNICATION

• Image-oriented

• Interactive

• Intimate

• Immediate


LIMITATIONS OF ONLINE COMMUNICATION

• Requires computers for viewing

• Limited Access


• Audio

• Sound recordings- usually provided to users as cassette tapes.

• Ideal for presenting general concepts that can be easily remembered.

• Primarily used in training


• Audio

The primary advantage of audio is the portability of audiotapes

Challenges• Users are not likely to be able to take notes

• Difficulty in focusing attention therefore, audio cannot be effectively used to present specific facts and figures, which users have more difficulty remembering


• Video

• Video refers to audiovisual programs that

are delivered to users through:

- Video cassettes

- A broadcast network

- Satellite transmission

Transmission over a network or satellite can be "live" or

of a recorded video.


• Video

• Video involves

• Moving images, whether live (called video

graphic images) or created (called animated

images)

• Still images

• Text (both spoken and displayed on the screen)


Video

Video involves

• Audio

• Narration

• Acting

• Music

• Sound effects.


VIDEO• ADVANTAGES• Video users can see and hear the message

- As a result, a video presentation often explains a complicated physical procedure far more clearly than an explanation in text that is printed or presented online.

• Video can build excitement- Because video has a visual component, it is ideally suited for situations in which users must be motivated to take interest in a subject


VIDEO

CHALLENGES

• Does not work well with subjects that have no

visual component such as programming and

recordings of presentations so that others can

review the videotape afterwards.

• Not Portable

• Viewing videos requires special equipment


VIDEO

CHALLENGES

• Viewing videos requires special

equipment E.g television monitor and a

videocassette recorder (VCR),costly satellite dish and

reception system for satellite transmissions

• Users have a limited attention span.


LIVE

• Live refers to situations in which information is

presented through face-to-face communication.

Examples include meetings, training classes,

and presentations.

• Consists of a speaker and some type of visual

such as:-


LIVE

• Computer images displayed on an

overhead projector.

• Entertainment

• Slides

• Professional Talent into a live

presentation.


LIVE

• ADVANTAGE

• Spontaneity-If the audience looks bored, for example, the presenter can present something that will enliven them. If the audience looks puzzled, the presenter can ask questions to find out what’s

puzzling people and provide appropriate responses


LIVE

• CHALLENGES

• No Scheduling Flexibility. Either they attend the presentation or miss it.

• No Two Presentations Are Identical. The audience is different, the presenter is in a different mood, and the result is a different dynamic. If the same presentation is given twice, then, the audience of the second might hear some different information from the audience of the first

Telephone Communication

• There are two types of telephones

- Analog and Digital.

• Digital phones have the caller information

display window and multiple feature buttons.

• All other phones are analog


IMPORTANCE

• Not many people can imagine a world without

telephones. They have become a fundamental

part of our lives.

• Telephone communications have advanced to a

degree of sophistication few people could have

ever imagined; telemarketing, voice mail,

conference calling, e-mail, and FAX have all

added to this revolution.


IMPORTANCE

• The telephone is a critical tool in a successful

job search campaign

• Provide a friendly, effective service to clients,

as well as contributing to achieve business

objectives


USES

• To conduct research

• Cold call employers

• Make networking contacts

• Schedule meetings

• To interview


ETIQUETTES

Introduction: tell the person who you are,say your name and your Company and location,be courteous.

• Establish whether it is convenient to take the call

Lead statement: a quick statement designed to get the person's attention.

Body: state your purpose for the call.

Close: accomplish your goal, ask for information, schedule the meeting,…


ETIQUETTES• Wear a smile on the telephone - they may not see it

but they will hear it

• Have a pen and paper to write

• Record and repeat the message

• Get clients’ name and telephone number immediately


ETIQUETTES• Dress for making telephone contacts as you would

for an interview - your professionalism and preparation will be heard

• Speak into the mouthpiece

• Don't apologize for making the contact; you have a product they need and a right to present yourself


ETIQUETTES

• Don't sell yourself from a position of weakness or apologize for what you do not have or have not done.

• Look for ways to compliment the person or the company

• Don't apologize for making the contact; you have a

product they need and a right to present yourself


• Write messages down

• Let the caller speak

• Do not put phone down before customer

• Use open questions

ETIQUETTES


Telephone System Checklist

Does your phone system invite callers to talk to a real person without waiting for endless messages and menu choices?

Does the system accommodate rotary phones?

Are the instructions on your automated answering system spoken clearly and slowly, with options to repeat a menu?


Telephone System Checklist

• Does your message start by advising callers to have a pen and paper handy?

Does your system provide for teletypewriter users to accommodate callers who are deaf or hard of hearing?

Does the system give callers the option of leaving a message and having someone return the call?

Video

• LEARNING POINTS

-Proper use of the telephone for effective communication.

- The basics of telephone etiquette

- Techniques for making effective phone calls

TELEPHONE ETIQUETTE

Effective CommunicationKey Success Factors

• How do you start a speech?

• What is a good structure?

• What rewards can be learned from knowing the audience?

Be Energetic!!!

• Speak with variety in your voice

• Slow down for a dramatic point

• Speed up for excitement

• To encourage an audience, step towards them

• Use facial expression

• Show emotion

Structure

• Don’t have more than three points

• With each point, have examples of support

• Use visual aids

• Chart Pictures

• Sound effects

Structure

• Transitions

• Use first, second, and finally

• Tell a story

• Include visual aid

• In a persuasive speech use a key statistic to show the seriousness of the discussion

Delivery

• Ensure Eye Contact• Look at audience, focus on a group (if• audience is small)• Focus on group clusters (if audiences is• larger)• “Wow” Factor• Make the audience think• Humor• Use to break ice

Closing

• Leave them with a powerful closing……..

• “No one becomes a perfect speaker, it is a life-long experience!!

Active Listening

• Intentionally focuses on who you are listening to, whether in a group or one-on-one, in order to understand what he or she is saying.

• As the listener, you should then be able to repeat back in your own words what they have said to their satisfaction.

Active Listening

• This does not mean you agree with, but rather understand, what they are saying

• A good listener tries to understand thoroughly what the other person is saying.

• In the end he may disagree sharply, but before he disagrees,he wants to know exactly what it is .

How can we improve our listening skills?

Eliminate distractions

Concentrate

Focus on the speaker

Maintain an open mind

Look for nonverbal cues

Do not react to emotive words

Ask questions

Sit so you can see & hear

Avoid prejudices

Take notes

Ask for clarification

Listening

Messages must be received as well as sent.

A good question to ask yourself is, are you really listening or simply waiting for your turn to talk?

If you are thinking about your reply before the other person has finished, then you are not listening!

Too many people see communication as merely speaking.

Techniques for effective listening

Maintain eyecontact

Nod Your Head

Keep an openbody position

Paraphrase

Take notes

Active Listening Role Play

.

PERSUASIVE BUSINESS WRITING

Persuasive WritingKey Success Factors

• Identify purpose and audience

• Determine the format

• Adopt effective strategy

• Carefully choose your word

• Structure your writing

• Paragraphing

• Correct and complete sentences

Purpose and Audience

• What is your purpose for writing?

• Who are your primary and secondary audiences?

• This determines your format, choice of words and strategy.

Audience

• Primary audiences are those who receive the communication directly.

• Secondary audiences include anyone who may indirectly receive a copy of the communication. Anyone who will receive a copy, need to approve, will hear about, or be affected by your message

Audience

• You should determine the level of knowledge, interest, and any potential biases the audience may have with regard to your message.

TYPES OF BUSINESS WRITINGS

• Business letter

• Report

• Proposal

• Memo

• E-mail

Business Letter

• A formal business letter is preferred when presenting information to a superior, or when the communication will be seen by many.

ACTIVITY

Describe and write a sample business letter

Report

• Report Writing Exercise

Proposal

• Proposal Writing Exercise

Memo

• A memo (memorandum) is a less formal style that is used when the information being communicated is of less importance, does not leave the office, and when communicating with subordinates

• Describe and write a sample memo

E-mail

• E-mail is the least formal business writing communication and should only be used for informal communication such as reminders, questions, or when preferred by the recipient. It is important to note that e-mail is public domain. No confidential messages should be sent via e-mail unless you have company technology and policy that allows for secure communication

COMMUNICATION STRATEGY

• It is important to know your audience’s interests and biases because they will have a tremendous impact on your communication strategy.

• If your audience has a high interest level in your communication you can go directly to the point without taking much time to arouse their interest.

• Build a good, logical argument.


• If your audience has a low interest level, you should use more of a tell/sell style to motivate the reader’s interest.

• Keep your message as short as possible, long documents are intimidating and listeners tend to tune out what seems like rambling.

• You should also know your audience’s probable bias: positive or negative. If your audience is positive or neutral, reinforce their existing attitude by stating the benefits that will accrue from your message.


• If they have a negative bias, try one of these techniques:

• Limit your request to the smallest one possible.

• Respond to anticipated objections; you will be more persuasive by stating and rejecting alternatives than having them devise their own, which they will be less likely to reject.


• State points you think they will agree with first:

if audience members are sold on two or three key features of your proposal, they tend to sell themselves on the other features as well.

• Get them to agree that there is a problem, then solve the problem.

• If you are liable to encounter strong opposition list the opposing arguments and explain why you rejected them. If you think they will not hear strong opposition, don’t bother to do this

• Overuse of jargon or acronyms in a communication make document hard to read, even if the primary audience is familiar with them.

• Limit the use of jargon and acronyms in a communication to as few as possible

• Watch for confusing or incorrect word choice in your document.

CHOICE OF WORDS

STRUCTURE

• The Introduction

-Builds readers’ interest

-Explains your purpose for writing

-Provides a preview of the document

• The Closing

-Do not introduce a completely new topic

-Do not apologize or cut your argument

STRUCTURE

• The Closing

-Direct approach: restate your main idea

-Indirect approach: state your conclusions or recommendations