While preparing a written or an oral business message, you need to plan, organize, compose, edit and revise it. The message must also be proofread and corrected before it is mailed. Apart from the steps mentioned above the writer must take care of seven C qualities and also of legal aspect. Careful preparation of communication is important, even if the writer / speaker has the modern technology. The basic planning steps are as follows:
Five Planning Steps
Before writing a message, the following steps are necessary for effective communication.
1. Define the purpose of the message.
2. Analyze your audience – readers or listeners.
3. Choose the ideas to include.
4. Collect all the facts to back up these ideas.
5. Outline – organize – your message.
1. Define the purpose of the message.
1. General Purpose
To inform, to persuade, to collaborate with your audience
This deters the amount of audience participation and amount of control your have over your message.
to inform: you control is high you inform you need with interaction. Audience absorb or reject the information
to persuade: you require a moderate amount of participation / moderate amount of control.
to collaborate: with audience you need maximum participation / you control is minimal.
Specific purpose
That purpose you be clear and straightforward.
To achieve this are your self what you want to achieve / accomplish with your message and what your audience should think after receiving the message.
Is you purpose realistic
Is this the right time?
Is the right person delivering the message?
Is your purpose acceptable to you organization?
2. Analyze your audience – readers or listeners.
It is very important to write the message to the recipient’s views and needs. You might or might not have met the recipient. It is better to visualize the individual. Try to picture that person – business or professional person or labourer, superior (boss) colleague, or subordinate, man or woman, new or longtime customer, young, middle-aged, or elderly client. Also, consider the person’s educational level, attitudes, and so on. If the message is for many people, try to find some common characteristics. In all communications, the areas must be considered on which the recipient is likely to be well informed or uniformed, pleased or displeased, positive, negative, or neutral, interested or uninterested and unreceptive.
As yourself some key question about your audience
1. Who are they?
2. What is their probable reactor to your message?
3. How much do they already know about the subject?
4. What is their relationship to your
Audience profile
1. Who is your primary audience?
2. How big is your audience?
3. What is your audience’s composition?
4. What is your audience’s level of understanding?
5. What is your audience’s probable reaction?
3. Choose the ideas to include.
While answering a letter, one can underline the main points to discuss and get the ideas briefly on a pad. If one is writing unsolicited or a complex message, one can begin by listing ideas as they come to mind. Then most important facts can be changed into message. It is better that the message written to welcome a customer should have other incentives or policies what the firm offers.
* Consider your reader’s viewpoint (be in his place)
* Read company’s document
* Talk with your colleagues, customer etc.
* Ask your audience for input
4. Collect all the facts to back up these ideas.
After the main ideas, the writer / speaker should ask himself what specific facts, updated figures or quotations he needs. The knowledge of the company’s policies, procedures, and product details is necessary for an effective communication. A brochure, table picture, or product sample is also useful to enclose.
Find out
* be sure the information is accurate
* be sure the information is ethical
* be sure the information is pertinent
* select appropriate channel
5. Outline – organize – your message.
The order in which the ideas are to be presented is as important as the ideas themselves. Disorganized writing reflects disorganized, illogical thought process or careless preparation.
Choose the organizational plan after the purpose has been finalized collecting all necessary facts. Ask yourself: “How will the reader or listener react to these ideas?”
Saturday, December 4, 2010
LECTURE 08
Listening
• Difference between hearing and listening
• Hearing is a physical process. The ear receive stimuli or sensations and transmit them to brain
• Listening refers to the interpretive process that takes place when we hear something. When we listen, tore ,classify and label information
• Listening is the most important of all the communication skills. Upon awakening we listen to people, friends around us. Wherever we go, we listen to something. We spend most of our time engaged in listening. Listening occupies more time than any other communication.
What is listening?
Listening is an active process of receiving aural stimulus. Listening is an active rather than a passive process. Listening does not just happen we must make it happen. A great time is spent listening and talking listening serve two purposes in its process 1 As the sender of the message, listening to your receiver tells you how the other person has interpreted your message 2 As the receiver of a message listening to the other person allows you to understand their meaning.
Purpose of listening
Serves a number of important purposes. It enables the listener to check on the accuracy of understanding what the speaker said. Besides, the listener expresses acceptance of speaker’s feelings. Most important of all, listening provides a chance to the speaker to explore his or her feelings and thoughts further.
A variety of listening skills can be learned and developed with practice The following skills are worth practicing
• Attending listening
• Encouraging listening
• Reflecting listening
• Active listening
In attending listening you focus on speaker by giving them your physical attention you use whole body, eye contact posture personal space in short complete feedback .
Encouraging listening
It invites speaker to say more without pressuring them to disclose their feelings or though it is their choice.
Minimal and brief responses
Brief spoken responses let speaker know you are listening and encourage them to talk.
Pause
Brief pause allows speaker time to consider reflect and decide whether to continue speaking Allow silence
Use encouraging question (5w)
Reflecting listening
Restate the speakers feeling and contents it shows the other person you understand.
Active Listening
An active listener has empathy with the speaker that shows that you understand the issue from other person’ point of view. Feedback is the connecting continuing or completing link.
Faults in listening
Remember that every sound or voice that we receive cannot be termed as listening. There are certain occasions when you receive some certain sound stimulus but you do not understand it because your attention is towards something else. In such cases, we say that you heard something but you did not listen to anything. Moreover there are certain other factors which bar our proper listening. An average person remembers only half of what is said during a 10-minute conversation and forgets half of that within 48 hours. Studies agree that listening efficiency is no better than 28 to 30 percent. Following are the causes of listening pit falls:
Prejudice
All of us have personal opinions, attitudes, or beliefs about certain things. When we listen to a speaker who is contrary to our ideas, we cannot maintain attention. As a result we do not listen to whatever he says. We should give a chance to the speaker to finish his message. Later, we can agree or disagree.
Distraction
Not only the verbal messages but also the nonverbal cues of the speaker affect our listening. Actually, the entire physical environment affects listening. Among the negative factors are noisy fan, poor light, distracting background music, bang of a horn, extreme weather. Among the speaker’s nonverbal cues are his clothes, his voice quality, his wearing of a certain perfume, reek of sweat, excessive gestures, etc.
Semantic barrier
Meaning of words also create problem in listening, as meaning of words vary from person to person influenced by feelings, attitudes, prejudices and biases. Sometimes the way a speaker utters a word annoys us.
Preshrinking
The average thinking capacity of a person is up to 800 words per minute while the average speaker utters 80 to 160 words per minute. This difference sometimes makes listeners deviate from the speaker’s words and they shift to something else. On the other hand people fill this gap by premature evaluation of what they are listening to. They arrive at the concluding thought quickly. This premature evaluation poses us our effective listening is impaired.
• .Boredom or lack of interest
• Listener’s dislike of speaker
• desire to change rather then accept the speaker
• Tendency to make early conclusion
• Intrusion of listeners’ own values or attitude
• Listener’s opinion that the speaker lacks credibility Ways to improve listening
Ways to improve your listening
(1) Be prepared. By knowing the speaker and the topic beforehand you can prepare yourself for better understanding of the topic.
(2) Show positive attitude. Don’t make premature assumptions before listening to a certain speaker. Always be ready to learn new ideas or facts that you are not aware of.
(3) Listen to learn, not to refute. While listening, try to understand the points. Don’t let them mix up with your biases before you have listened and evaluated the message.
(4) Concentrate.
Pay attention to what is said. You know that everything that is said has a special meaning in a certain context. Out of the context it may be misunderstood.
(5) Jot down notes.
If possible, take down main ideas. These notes will help you a lot later on.
• Difference between hearing and listening
• Hearing is a physical process. The ear receive stimuli or sensations and transmit them to brain
• Listening refers to the interpretive process that takes place when we hear something. When we listen, tore ,classify and label information
• Listening is the most important of all the communication skills. Upon awakening we listen to people, friends around us. Wherever we go, we listen to something. We spend most of our time engaged in listening. Listening occupies more time than any other communication.
What is listening?
Listening is an active process of receiving aural stimulus. Listening is an active rather than a passive process. Listening does not just happen we must make it happen. A great time is spent listening and talking listening serve two purposes in its process 1 As the sender of the message, listening to your receiver tells you how the other person has interpreted your message 2 As the receiver of a message listening to the other person allows you to understand their meaning.
Purpose of listening
Serves a number of important purposes. It enables the listener to check on the accuracy of understanding what the speaker said. Besides, the listener expresses acceptance of speaker’s feelings. Most important of all, listening provides a chance to the speaker to explore his or her feelings and thoughts further.
A variety of listening skills can be learned and developed with practice The following skills are worth practicing
• Attending listening
• Encouraging listening
• Reflecting listening
• Active listening
In attending listening you focus on speaker by giving them your physical attention you use whole body, eye contact posture personal space in short complete feedback .
Encouraging listening
It invites speaker to say more without pressuring them to disclose their feelings or though it is their choice.
Minimal and brief responses
Brief spoken responses let speaker know you are listening and encourage them to talk.
Pause
Brief pause allows speaker time to consider reflect and decide whether to continue speaking Allow silence
Use encouraging question (5w)
Reflecting listening
Restate the speakers feeling and contents it shows the other person you understand.
Active Listening
An active listener has empathy with the speaker that shows that you understand the issue from other person’ point of view. Feedback is the connecting continuing or completing link.
Faults in listening
Remember that every sound or voice that we receive cannot be termed as listening. There are certain occasions when you receive some certain sound stimulus but you do not understand it because your attention is towards something else. In such cases, we say that you heard something but you did not listen to anything. Moreover there are certain other factors which bar our proper listening. An average person remembers only half of what is said during a 10-minute conversation and forgets half of that within 48 hours. Studies agree that listening efficiency is no better than 28 to 30 percent. Following are the causes of listening pit falls:
Prejudice
All of us have personal opinions, attitudes, or beliefs about certain things. When we listen to a speaker who is contrary to our ideas, we cannot maintain attention. As a result we do not listen to whatever he says. We should give a chance to the speaker to finish his message. Later, we can agree or disagree.
Distraction
Not only the verbal messages but also the nonverbal cues of the speaker affect our listening. Actually, the entire physical environment affects listening. Among the negative factors are noisy fan, poor light, distracting background music, bang of a horn, extreme weather. Among the speaker’s nonverbal cues are his clothes, his voice quality, his wearing of a certain perfume, reek of sweat, excessive gestures, etc.
Semantic barrier
Meaning of words also create problem in listening, as meaning of words vary from person to person influenced by feelings, attitudes, prejudices and biases. Sometimes the way a speaker utters a word annoys us.
Preshrinking
The average thinking capacity of a person is up to 800 words per minute while the average speaker utters 80 to 160 words per minute. This difference sometimes makes listeners deviate from the speaker’s words and they shift to something else. On the other hand people fill this gap by premature evaluation of what they are listening to. They arrive at the concluding thought quickly. This premature evaluation poses us our effective listening is impaired.
• .Boredom or lack of interest
• Listener’s dislike of speaker
• desire to change rather then accept the speaker
• Tendency to make early conclusion
• Intrusion of listeners’ own values or attitude
• Listener’s opinion that the speaker lacks credibility Ways to improve listening
Ways to improve your listening
(1) Be prepared. By knowing the speaker and the topic beforehand you can prepare yourself for better understanding of the topic.
(2) Show positive attitude. Don’t make premature assumptions before listening to a certain speaker. Always be ready to learn new ideas or facts that you are not aware of.
(3) Listen to learn, not to refute. While listening, try to understand the points. Don’t let them mix up with your biases before you have listened and evaluated the message.
(4) Concentrate.
Pay attention to what is said. You know that everything that is said has a special meaning in a certain context. Out of the context it may be misunderstood.
(5) Jot down notes.
If possible, take down main ideas. These notes will help you a lot later on.
Wednesday, November 10, 2010
LECTURE 07
ORAL PRESENTATION
Successful Oral Presentation
In your personal life and in the world of business, you orally communicate with your customers, colleagues, associates, superiors, employees, employers and others. But this communication does not need any special preparation as this is simply a face to face conversation in which you can convey your message very easily and without any hesitation. However, at certain occasion you have to talk to a big audience such as employees to convince to do hard work and customer to trust you.
Definition
This action of communication in which one speaker is doing most of the sending and a number of listeners are doing most of the receiving is known as oral presentation
Successful Oral Presentation
An oral presentation creates mutual understanding between audience and speaker so you will have to give yourself some time to improve your oral presentation skills. For oral presentations, you need the different steps to be effective in your oral presentation.
• Stages for preparing oral presentations.
• Types of oral presentations.
• Art of delivering the oral message.
• Delivering the speech.
• Nonverbal delivery.
The Three Step Oral Presentation Process
Regardless of your job or the purpose of your presentation, you will be more effective if you adopt an oral presentation process that follows these threes steps:
1. Planning your presentation
2. Writing your presentation
3. Completing your presentation
The content and style of speeches and presentations vary, depending on your purpose.
Planning Oral Presentation
Planning oral presentations is much like planning any other business message: it requires analyzing your purpose and your audience, investigating necessary information, and adapting your message to the occasion and your audience so that you can establish a good relationship.
The four basic purposes for giving a presentation are to inform, to persuade, to motivate, and to entertain. Here are sample statements of purpose for business preventative:
To Inform
Here your objective is to clarify, explain a process. As teacher, delivers a lecture to inform. In brief, at the conclusion of your message you hope your listeners have a better comprehension of an issue, an idea, a process, a procedure that you have talked about.
Planning Oral Presentation•
To inform the accounting department of the new remote data-access policy.
• To explain to the executive committee the financial ramifications of Omni Group’s takeover offer
To Persuade
Gaining willing acceptance of an idea is objective to persuasion. Note that the key word here is willing. Your goal is that after you have finished your presentation, listeners will accept your proposal. You hope they will do as you ask them to do. To persuade potential customers that our bank offers the best commercial banking services for their needs
To Motivate
To motivate the sales force to increase product sales by 10 percent.
To Entertain
In this type of presentation your purpose is to entertain an audience. Gear the content, organization, and style of your message to your audience’s size, background, attitudes, and interests.
Audience Analysis
A. Determine audience size and composition
1. Estimate how many people will attend.
2. Consider whether they have some political, religious, professional, or other affiliation in common.
3. Analyze the mix of men and women, age ranges, socioeconomic and ethnic groups, occupations, and geographic regions represented.
.
B. Predict the audience’s probable reaction1.
Analyze why audience members are attending the presentations
2. Determine the audience’s general attitude toward the topic: interested, moderately interested, unconcerned, open-minded, or hostile.
4. Analyze the mood that people will be in when you speak to them.
3. Find out what kind of backup information will most impress the audience: technical data, historical information, financial data, demonstrations, samples, and so on.
4. Consider whether the audience has any biases that might work against you.
5. Anticipate possible objections or questions.
C. Gauge the audience’s level of understanding.1.
Analyze whether everybody has the same background and experience.
2. Determine what the audience already knows about the subject
3. Decide what background information the audience will need to better understand the subject.
4. Consider whether the audience is familiar with your vocabulary.
5. Analyze what the audience expects from you.
6. Think about the mix of general concepts and specific details you will need to present.
Defining main idea
Writing Oral Presentation
Main Ideas or Content
Brainstorm your ideas first. Then decide which ideas are more relevant and appropriate to your audience and to your objective. Carryout any research that is necessary. Be selective, your first list of ideas may be disorganized. Later you can select those ideas that are workable. Don’t think this initial structure will be your final version.
The main ideal is to point out how the audience can benefit from your message. Convince audience that reorganizing the data-processing department will improve customer service and reduce employee turnover.
• Convince audience that we should build a new plant in Lahore to eliminate manufacturing bottlenecks and improve production quality.
• Address audience’s concerns regarding a new employee health-care plan by showing how the plan will reduce costs and improve the quality of care.
Limit your scope
Effective presentation focuses on audience's need but also tailor messages to the time allowed.
• In one minute, the average speaker can delivery about one paragraph or 125 to 150 words.(7500 to 9000 wph)
• Fit your oral presentation to the time allotted.
• Introduction
• Conclusion
• Time to each point
• 10 minutes presentation / one hour
Choose Your Approach
With a well defined idea you begin to arrange your message
• Structure a short oral presentation like a letter or a memo
• Organize language speeches and presentations like formal reports.
• For bad news or persuasive plan to arouse interest or give a preview
Long presentation
Organize longer speeches and presentations like formal reports. If purpose is to entertain motivate or to inform, use direct order and a structure imposed naturally by the subject. Importance, sequence, chronology, spatial orientation, geography or category. If you purpose is to analyze, persuade or collaborate organize your material around conclusions and recommendation or around a logical arguments. Use direct order if the audience is receptive use indirect if you expect resistance. Regardless of the length of your presentation, bear in mind that simplicity of organization is valuable in oral presentation. (outline)
Prepare Your Outline
A Carefully prepared outline can be more than just the starting point for composing a speech or presentation – it will help your stay on task. You can use your outline to make sure your message accomplishes its purpose to help your keep your presentation both audience-centered and within the allotted time. If you plan to deliver your presentation from notes rather than from a written text, your outline can also become your final “script”. Outline will serve you speaking notes. The heading should be complete sentences or lengthy phrase not one two word. Include visual aid. Use transmittal sentences Outlines can help you compose your presentation and stay on task.
Decide on style
Chose your style to fit the occasion your audience size subject purpose.
Decide on an Appropriate Style:
Use a casual style for small groups; use a formal style for large groups and important events.
In both formal and informal presentations, keep things simple. Remember to choose your words carefully. Don't try to impress you audience with obscure and unfamiliar words.
Developing Your Oral Presentation
Developing a major presentation is much like writing a formal report, with one important difference. You need to adjust your technique to an oral communication channel. Her you have the opportunity of interacting with your audience. So, formal presentations differ from formal reports because they have more interaction with the audience. The speaker uses nonverbal cues to express his meaning, has less control of contents and requires greater need to help the audience stay on track. How formal presentations differ form formal reports:
• More interaction with the audience
• Use of nonverbal cues to express meaning
• Less control of contents
• Greater need to help the audience stay on track
Introduction
The introduction must capture attention, inspire confidence, and preview the contents.
Arousing Audience Interest• To capture attention, connect your topic to your listeners’ needs and interests.
• Match the introduction to the tone of your presentation
Body
Limit the body to three or four main points. Help your audience follow your presentation by using clear transitions between sentences and paragraphs, as well as between major sections. Emphasize your transition by repeating key ideas, using gestures, changing your tone of voice, or introducing a visual aid.
Holding Your Audience’s Attention
• Relate your subject to your audience’s needs.
• Anticipate your audience’s questions
• Use clear, vivid language
• Explain the relationship between your subject and familiar ideas.
Close
To close should leave a strong and lasting impression .
Restating your main Points
Summarize the main idea, and restart the main points
• Increase the overall level of compensation
• Install a cash bonus program
• Offer a variety of stock-based incentives
• Improve our health insurance and pension benefits
Describing the Next Steps•
Be certain that everyone agrees on the outcome and understands what should happen next.
• Make your final words memorable
• Completing oral presentation
• Evaluate the content of your message
Edit for clarity, besides mastering the art of delivery, prepare to speak, overcome anxiety and
handle questions with responsibility.
Types of Oral Presentations
The effectiveness of your presentation largely depends on how it is delivered. Following are four main delivery methods, you can choose according to need and situation.
1. Extemporaneous
This method of delivery is very carefully planned and practiced. In it, the speaker, makes a presentation with the help of an outline, note cards, or visual aid. It is very popular and effective method of delivering a speech. In this way the speaker can glance at his notes, keep eye contact and speak in a natural, conversational tone.
2. Reading
In this method the whole presentation is read aloud. It helps a speaker when the presentation has technical or complex topic. If you choose to read your speech, practice enough so that you can still have eye contact with your audience, otherwise, your speech may become boring.
For reading, some speakers use a page style similar to a TV script, leaving a left margin of about one-third of the page. In that wide margin are pronunciation aids or suggestions as to where to look in an audience.
3. Memorization
Few speakers today memorize complete speeches. However, it can be useful for short speeches. In case of a long speech, often the first few words of a statement can be memorized. This technique may sound like a robot. Besides, forgetting a single line may cause disaster.
4. Impromptu
It means a speech made without any preparation or made on the spur of the moment. In so many situations you are asked to make a speech or offer your comments, when you’re asked to speak “off the cuff”, take a moment or two to think through what you’re going to say. Avoid the temptation to beat about the bush.
You may feel a bit of stage fright at the time of delivering the speech. In addition to the stages mentioned above, you should focus on the following aspects to decrease stage fright.
ORAL PRESENTATION
Completing oral presentationEvaluate the content of your presentation, for clarity and conciseness, develop visual aid and coordinate them with your delivery. Besides four areas mastering the art of delivery preparing to speak, overcoming anxiety and handling question responsively.
Extemporaneous
This method of delivery is very carefully planned and practiced. In it, the speaker, makes a presentation with the help of an outline, note cards, or visual aid. It is very popular and effective method of delivering a speech. In this way the speaker can glance at his notes, keep eye contact and speak in a natural, conversational tone. Reading
In this method the whole presentation is read aloud. It helps a speaker when the presentation has technical or complex topic. If you choose to read your speech, practice enough so that you can still have eye contact with your audience, otherwise, your speech may become boring.
For reading, some speakers use a page style similar to a TV script, leaving a left margin of about one-third of the page. In that wide margin are pronunciation aids or suggestions as to where to look in an audience.
Memorization
Few speakers today memorize complete speeches. However, it can be useful for short speeches. In case of a long speech, often the first few words of a statement can be memorized. This technique may sound like a robot. Besides, forgetting a single line may cause disaster.
Impromptu
It means a speech made without any preparation or made on the spur of the moment. In so many situations you are asked to make a speech or offer your comments, when you’re asked to speak “off the cuff”, take a moment or two to think through what you’re going to say. Avoid the temptation to beat about the bush.
Preparing to speak
Knowing your material and practicing your delivery can build your confidence
Make sure you know the location and have everything you need(projector, microphone chalkboard etc)
If addressing audience that doesn’t speak your language consider using an interpreter
Important to take into account any cultural differences in appearance mannerism or other custom
Overcoming anxiety
If you are nervous about facing audience and experience stage fright, prepare more material, rehearse and
think positively.
Show Confidence
You will be nervous at the beginning of your presentation. Don’t worry – most people are nervous. Try not to speak too fast during the first couple of minutes. This is the time you establish your rapport with the audience. Remember your first impressions are very important. You may find it helpful to memorize your introduction. Move during the speech. Some movements hold audience attention. If you’re seated, shift position in your chair or gesture a bit more with your arms.
Body Language: Stand rather than sit when you are delivering your presentation and try to be aware of any repetitive hand gestures or awkward mannerisms that might irritate your audience.
Voice Quality: You must be clearly audible at all times – don’t let your voice drop at the end of sentences. If you vary your intonation, your voice will be more interesting to listen to and you will be able to make your points more effectively.
Visual aids: You your visual aids confidently, making sure you allow your audience time to absorb information from flipcharts and transparencies.
Delivery
Audience reaction: Be ready to deal with any hostile questions. Polite, diplomatic answers are a good disarming tactic, but if you should find yourself ‘under fire’, suggest that the audience keeps any further questions until the end of the presentation and continue with your next point.
Language
Simplicity: use short words and sentences that you are comfortable with. There is no benefit in using difficult language.
Clarity: Active verbs and concrete words are much clearer and easier to understand than passive verbs and abstract concepts. Avoid jargon unless you are sure all your audience will understand it.
Signaling: Indicate when you’ve complete one point or section in your presentation and are moving on the text. Give your audience clear signals as to the direction your presentation is taking.
Handling question responsively
Question and answer period is very important
Give chance to obtain impotent information
To emphasize your main idea and supporting points
Treat hostile question as legitimate request for information
Maintain professionalism to improve your credibility
Focus on the questioner using body language to emphasize the fact that you are listening to him
keep your answer short and to the point
Maintain control by stating some ground rules in the beginning of the question and answer session
Respond unemotionally
Motivate question.
Conclude your presentation finish on time
Presentation on cell phone
1 Welcome everyone
2 Mention handouts /graphics
3 Introduce the subject of the presentation
4 Outline the purpose and structure of the presentation
5 Present some statistics
6 Tell a personal anecdote
7 Sum up the statistics and their significance
8 Comment on market trends
9. Outline the major benefits of the new cell phone models
10. Invite questions
11 Sum up the main benefits of the new cell phone machines
12 Thank and conclude
Successful Oral Presentation
In your personal life and in the world of business, you orally communicate with your customers, colleagues, associates, superiors, employees, employers and others. But this communication does not need any special preparation as this is simply a face to face conversation in which you can convey your message very easily and without any hesitation. However, at certain occasion you have to talk to a big audience such as employees to convince to do hard work and customer to trust you.
Definition
This action of communication in which one speaker is doing most of the sending and a number of listeners are doing most of the receiving is known as oral presentation
Successful Oral Presentation
An oral presentation creates mutual understanding between audience and speaker so you will have to give yourself some time to improve your oral presentation skills. For oral presentations, you need the different steps to be effective in your oral presentation.
• Stages for preparing oral presentations.
• Types of oral presentations.
• Art of delivering the oral message.
• Delivering the speech.
• Nonverbal delivery.
The Three Step Oral Presentation Process
Regardless of your job or the purpose of your presentation, you will be more effective if you adopt an oral presentation process that follows these threes steps:
1. Planning your presentation
2. Writing your presentation
3. Completing your presentation
The content and style of speeches and presentations vary, depending on your purpose.
Planning Oral Presentation
Planning oral presentations is much like planning any other business message: it requires analyzing your purpose and your audience, investigating necessary information, and adapting your message to the occasion and your audience so that you can establish a good relationship.
The four basic purposes for giving a presentation are to inform, to persuade, to motivate, and to entertain. Here are sample statements of purpose for business preventative:
To Inform
Here your objective is to clarify, explain a process. As teacher, delivers a lecture to inform. In brief, at the conclusion of your message you hope your listeners have a better comprehension of an issue, an idea, a process, a procedure that you have talked about.
Planning Oral Presentation•
To inform the accounting department of the new remote data-access policy.
• To explain to the executive committee the financial ramifications of Omni Group’s takeover offer
To Persuade
Gaining willing acceptance of an idea is objective to persuasion. Note that the key word here is willing. Your goal is that after you have finished your presentation, listeners will accept your proposal. You hope they will do as you ask them to do. To persuade potential customers that our bank offers the best commercial banking services for their needs
To Motivate
To motivate the sales force to increase product sales by 10 percent.
To Entertain
In this type of presentation your purpose is to entertain an audience. Gear the content, organization, and style of your message to your audience’s size, background, attitudes, and interests.
Audience Analysis
A. Determine audience size and composition
1. Estimate how many people will attend.
2. Consider whether they have some political, religious, professional, or other affiliation in common.
3. Analyze the mix of men and women, age ranges, socioeconomic and ethnic groups, occupations, and geographic regions represented.
.
B. Predict the audience’s probable reaction1.
Analyze why audience members are attending the presentations
2. Determine the audience’s general attitude toward the topic: interested, moderately interested, unconcerned, open-minded, or hostile.
4. Analyze the mood that people will be in when you speak to them.
3. Find out what kind of backup information will most impress the audience: technical data, historical information, financial data, demonstrations, samples, and so on.
4. Consider whether the audience has any biases that might work against you.
5. Anticipate possible objections or questions.
C. Gauge the audience’s level of understanding.1.
Analyze whether everybody has the same background and experience.
2. Determine what the audience already knows about the subject
3. Decide what background information the audience will need to better understand the subject.
4. Consider whether the audience is familiar with your vocabulary.
5. Analyze what the audience expects from you.
6. Think about the mix of general concepts and specific details you will need to present.
Defining main idea
Writing Oral Presentation
Main Ideas or Content
Brainstorm your ideas first. Then decide which ideas are more relevant and appropriate to your audience and to your objective. Carryout any research that is necessary. Be selective, your first list of ideas may be disorganized. Later you can select those ideas that are workable. Don’t think this initial structure will be your final version.
The main ideal is to point out how the audience can benefit from your message. Convince audience that reorganizing the data-processing department will improve customer service and reduce employee turnover.
• Convince audience that we should build a new plant in Lahore to eliminate manufacturing bottlenecks and improve production quality.
• Address audience’s concerns regarding a new employee health-care plan by showing how the plan will reduce costs and improve the quality of care.
Limit your scope
Effective presentation focuses on audience's need but also tailor messages to the time allowed.
• In one minute, the average speaker can delivery about one paragraph or 125 to 150 words.(7500 to 9000 wph)
• Fit your oral presentation to the time allotted.
• Introduction
• Conclusion
• Time to each point
• 10 minutes presentation / one hour
Choose Your Approach
With a well defined idea you begin to arrange your message
• Structure a short oral presentation like a letter or a memo
• Organize language speeches and presentations like formal reports.
• For bad news or persuasive plan to arouse interest or give a preview
Long presentation
Organize longer speeches and presentations like formal reports. If purpose is to entertain motivate or to inform, use direct order and a structure imposed naturally by the subject. Importance, sequence, chronology, spatial orientation, geography or category. If you purpose is to analyze, persuade or collaborate organize your material around conclusions and recommendation or around a logical arguments. Use direct order if the audience is receptive use indirect if you expect resistance. Regardless of the length of your presentation, bear in mind that simplicity of organization is valuable in oral presentation. (outline)
Prepare Your Outline
A Carefully prepared outline can be more than just the starting point for composing a speech or presentation – it will help your stay on task. You can use your outline to make sure your message accomplishes its purpose to help your keep your presentation both audience-centered and within the allotted time. If you plan to deliver your presentation from notes rather than from a written text, your outline can also become your final “script”. Outline will serve you speaking notes. The heading should be complete sentences or lengthy phrase not one two word. Include visual aid. Use transmittal sentences Outlines can help you compose your presentation and stay on task.
Decide on style
Chose your style to fit the occasion your audience size subject purpose.
Decide on an Appropriate Style:
Use a casual style for small groups; use a formal style for large groups and important events.
In both formal and informal presentations, keep things simple. Remember to choose your words carefully. Don't try to impress you audience with obscure and unfamiliar words.
Developing Your Oral Presentation
Developing a major presentation is much like writing a formal report, with one important difference. You need to adjust your technique to an oral communication channel. Her you have the opportunity of interacting with your audience. So, formal presentations differ from formal reports because they have more interaction with the audience. The speaker uses nonverbal cues to express his meaning, has less control of contents and requires greater need to help the audience stay on track. How formal presentations differ form formal reports:
• More interaction with the audience
• Use of nonverbal cues to express meaning
• Less control of contents
• Greater need to help the audience stay on track
Introduction
The introduction must capture attention, inspire confidence, and preview the contents.
Arousing Audience Interest• To capture attention, connect your topic to your listeners’ needs and interests.
• Match the introduction to the tone of your presentation
Body
Limit the body to three or four main points. Help your audience follow your presentation by using clear transitions between sentences and paragraphs, as well as between major sections. Emphasize your transition by repeating key ideas, using gestures, changing your tone of voice, or introducing a visual aid.
Holding Your Audience’s Attention
• Relate your subject to your audience’s needs.
• Anticipate your audience’s questions
• Use clear, vivid language
• Explain the relationship between your subject and familiar ideas.
Close
To close should leave a strong and lasting impression .
Restating your main Points
Summarize the main idea, and restart the main points
• Increase the overall level of compensation
• Install a cash bonus program
• Offer a variety of stock-based incentives
• Improve our health insurance and pension benefits
Describing the Next Steps•
Be certain that everyone agrees on the outcome and understands what should happen next.
• Make your final words memorable
• Completing oral presentation
• Evaluate the content of your message
Edit for clarity, besides mastering the art of delivery, prepare to speak, overcome anxiety and
handle questions with responsibility.
Types of Oral Presentations
The effectiveness of your presentation largely depends on how it is delivered. Following are four main delivery methods, you can choose according to need and situation.
1. Extemporaneous
This method of delivery is very carefully planned and practiced. In it, the speaker, makes a presentation with the help of an outline, note cards, or visual aid. It is very popular and effective method of delivering a speech. In this way the speaker can glance at his notes, keep eye contact and speak in a natural, conversational tone.
2. Reading
In this method the whole presentation is read aloud. It helps a speaker when the presentation has technical or complex topic. If you choose to read your speech, practice enough so that you can still have eye contact with your audience, otherwise, your speech may become boring.
For reading, some speakers use a page style similar to a TV script, leaving a left margin of about one-third of the page. In that wide margin are pronunciation aids or suggestions as to where to look in an audience.
3. Memorization
Few speakers today memorize complete speeches. However, it can be useful for short speeches. In case of a long speech, often the first few words of a statement can be memorized. This technique may sound like a robot. Besides, forgetting a single line may cause disaster.
4. Impromptu
It means a speech made without any preparation or made on the spur of the moment. In so many situations you are asked to make a speech or offer your comments, when you’re asked to speak “off the cuff”, take a moment or two to think through what you’re going to say. Avoid the temptation to beat about the bush.
You may feel a bit of stage fright at the time of delivering the speech. In addition to the stages mentioned above, you should focus on the following aspects to decrease stage fright.
ORAL PRESENTATION
Completing oral presentationEvaluate the content of your presentation, for clarity and conciseness, develop visual aid and coordinate them with your delivery. Besides four areas mastering the art of delivery preparing to speak, overcoming anxiety and handling question responsively.
Extemporaneous
This method of delivery is very carefully planned and practiced. In it, the speaker, makes a presentation with the help of an outline, note cards, or visual aid. It is very popular and effective method of delivering a speech. In this way the speaker can glance at his notes, keep eye contact and speak in a natural, conversational tone. Reading
In this method the whole presentation is read aloud. It helps a speaker when the presentation has technical or complex topic. If you choose to read your speech, practice enough so that you can still have eye contact with your audience, otherwise, your speech may become boring.
For reading, some speakers use a page style similar to a TV script, leaving a left margin of about one-third of the page. In that wide margin are pronunciation aids or suggestions as to where to look in an audience.
Memorization
Few speakers today memorize complete speeches. However, it can be useful for short speeches. In case of a long speech, often the first few words of a statement can be memorized. This technique may sound like a robot. Besides, forgetting a single line may cause disaster.
Impromptu
It means a speech made without any preparation or made on the spur of the moment. In so many situations you are asked to make a speech or offer your comments, when you’re asked to speak “off the cuff”, take a moment or two to think through what you’re going to say. Avoid the temptation to beat about the bush.
Preparing to speak
Knowing your material and practicing your delivery can build your confidence
Make sure you know the location and have everything you need(projector, microphone chalkboard etc)
If addressing audience that doesn’t speak your language consider using an interpreter
Important to take into account any cultural differences in appearance mannerism or other custom
Overcoming anxiety
If you are nervous about facing audience and experience stage fright, prepare more material, rehearse and
think positively.
Show Confidence
You will be nervous at the beginning of your presentation. Don’t worry – most people are nervous. Try not to speak too fast during the first couple of minutes. This is the time you establish your rapport with the audience. Remember your first impressions are very important. You may find it helpful to memorize your introduction. Move during the speech. Some movements hold audience attention. If you’re seated, shift position in your chair or gesture a bit more with your arms.
Body Language: Stand rather than sit when you are delivering your presentation and try to be aware of any repetitive hand gestures or awkward mannerisms that might irritate your audience.
Voice Quality: You must be clearly audible at all times – don’t let your voice drop at the end of sentences. If you vary your intonation, your voice will be more interesting to listen to and you will be able to make your points more effectively.
Visual aids: You your visual aids confidently, making sure you allow your audience time to absorb information from flipcharts and transparencies.
Delivery
Audience reaction: Be ready to deal with any hostile questions. Polite, diplomatic answers are a good disarming tactic, but if you should find yourself ‘under fire’, suggest that the audience keeps any further questions until the end of the presentation and continue with your next point.
Language
Simplicity: use short words and sentences that you are comfortable with. There is no benefit in using difficult language.
Clarity: Active verbs and concrete words are much clearer and easier to understand than passive verbs and abstract concepts. Avoid jargon unless you are sure all your audience will understand it.
Signaling: Indicate when you’ve complete one point or section in your presentation and are moving on the text. Give your audience clear signals as to the direction your presentation is taking.
Handling question responsively
Question and answer period is very important
Give chance to obtain impotent information
To emphasize your main idea and supporting points
Treat hostile question as legitimate request for information
Maintain professionalism to improve your credibility
Focus on the questioner using body language to emphasize the fact that you are listening to him
keep your answer short and to the point
Maintain control by stating some ground rules in the beginning of the question and answer session
Respond unemotionally
Motivate question.
Conclude your presentation finish on time
Presentation on cell phone
1 Welcome everyone
2 Mention handouts /graphics
3 Introduce the subject of the presentation
4 Outline the purpose and structure of the presentation
5 Present some statistics
6 Tell a personal anecdote
7 Sum up the statistics and their significance
8 Comment on market trends
9. Outline the major benefits of the new cell phone models
10. Invite questions
11 Sum up the main benefits of the new cell phone machines
12 Thank and conclude
Thursday, October 28, 2010
LECTURE 6
PRINCIPES OF COMMUNICATION
Communication is an important part of our world today. The ability to Communicate effectively with others is considered a prized quality of the successful business people. To communicate easily and effectively with your readers, you should apply the following Seven ‘C’ principles:
1. Clarity 5. Correctness
2. Conciseness 6. Courtesy
3. Consideration 7. Completeness
4. Concreteness
COMPLETENESS
A business message is complete when it contains all facts that the reader or listener needs for the reaction you desire. Senders and receivers are influenced by their background, viewpoint, needs, experience, attitude, status and emotions. Because of their difference, the receiver needs to be sure that he has included all relevant information. Completeness is closely related to clarity.
A complete message brings desired result. It does a better job of building goodwill. It helps remove costly lawsuits that may result if important information is missing. Moreover, the communication that seems unimportant can be surprisingly important if the information is complete and effective.
For completeness, keep the following guidelines in mind:
• Provide all necessary information
• Answer all questions asked
• Give something extra when desirable
Provide all necessary information
Writing messages check to make sure you have provided all the information the reader needs for understanding.
Your reader needs to know how much, what size, what type, and other details. To achieve this clarity, your message should answer the “five Ws and one H”
Answer all questions asked
Replying to an inquiry or request, answer all questions asked, and even anticipate the reader’s reaction by providing other relevant information.
Give something extra when desirable • Sometimes, as an intelligent writer, you know what your reader may need to know about any certain thing. In this case you must include anything that is of your reader’s benefit. Use your good judgement in offering additional material if the sender’s message is incomplete question.
• How come my request for an interview letter did not receive a response.
When was the letter sent? To whom was it sent? Such a letter would require a return letter to answer the above questions, so take care to make your message complete.
CONCISENESS
Conciseness is saying what you want to say in the fewest possible words without sacrificing the other C qualities. A concise message is complete without being wordy.
A concise message saves time and expense for both the sender and the receiver
It increases emphasis in the message. It shows respect for the recipient, by not cluttering them unnecessary information.
To achieve conciseness, observe the following suggestions.
• Eliminate wordy expressions
• Include only relevant material
• Avoid unnecessary repetition
Eliminate wordy expressions
1)Use single-word substitutes instead of phrases whenever possible without changing meaning.
Wordy : At this time
Concise : Now
Wordy : Due to the fact that
Concise : because
Wordy : have need for
Concise : Need
Wordy : In due course
Concise : Soon
2)Omit trite, unnecessary expressions
Wordy : Please be advised that your admission statement has been received.
Concise : Your admission statement has been received.
3)Replace wordy conventional statements with concise ones.
Wordy : Please find attached the list you requested.
Concise : The list you requested is attached.
4)Replace wordy conventional statements with concise ones.
Wordy : Such refreshing comments are few and far between.
Concise : Such refreshing comments are scarce.
5)Avoid overusing empty phrases.
Wordy : There are four rules that should be observed.
Concise : Four rules must be observed.
6)Avoid overusing empty phrases.
Wordy : It was known by Mr.. Usman that we must reduce size our inventory.
Concise : Mr.. Usman knew we must reduce our inventory.
7)Omit “which” and “that” clause where ever possible.
Wordy : She bought desks that are of the executive type.
Concise : She bought executive type desks.
Wordy : The receipt that is enclosed documents your purchase.
Concise : The enclosed receipt documents your purchase.
8)Eliminate unnecessary prepositional phrase.
Wordy : The issue of most relevance is teamwork.
Concise : The most relevant issue is teamwork.
Wordy : In most cases the date of the inquiry is indicated in the upper right corner.
Concise : The policy date is in the upper right corner.
9)Limit your passive voice.
Wordy : The total balance due will be found on Page 2 of this report.
Concise : The balance due is on page 2 of this report.
Wordy : The reports are to be submitted by employees prior to 5:00 p.m.; at which time they will be received by Ali.
Concise : Please submit your reports to Ali by 5:00 p.m.
Include only relevant material
A concise message should not only omit wordy expressions but also irrelevant statements.
Observe the following suggestions:
1. Stick to the purpose of the message.
2. Delete irrelevant words and rambling sentences.
3. Omit information obvious to the reader.
4. Avoid long introductions, unnecessary explanations, pompous words and gushy politeness.
5. Get to the important point tactfully and concisely.
Example:
Wordy : We hereby wish to let you know that our company is pleased with the confidence you have reposed in us.
Concise : We appreciate your confidence.
Avoid unnecessary Repetition
Unnecessary repetition leads to dullness. The message becomes wordy and boring. Here are some suggestions.
1)Use short names when you have mentioned the long one once. For Shaukat Khanum Memorial Cancer Hospital, use Shaukat Khanum or simply the Hospital.
2)Use initials instead of repeating long names. Instead of using Pakistan International Airlines, use PIA.
3)Cut out needless repetition of phrases or sentences.
Sometimes it is possible to combine two or even three sentences using subordinate clauses or phrases.
Example:
The following letter is an example of unnecessary repetition.
Will you ship us some time, anytime during the month of October would be fine, or even November if you are rushed (November would suit us just as well, in fact a little bit better) 300 of the regular Dell Computers.
Thank you in advance for sending these along in parcel post, and not in express, as express is too expensive.
Concise Version of the Letter:
Please ship parcel post, before the end of November 300 Dell Computers.
Use one word in place of phrases; one sentence in place of two. Read out loud to listen for wordiness. Omit outdated trite expressions. Ask yourself: what material is really relevant? Look for unnecessary repetition: Does the same word or idea appear too often?
Recognizing incorrect words
1. Simple words. Rewrite the following sentences, substituting simple words for the underlined words and phrases in the sentences
A conference call will afford us an opportunity to interrogate the numerous remuneration proposals and consummate the rumors.
2. Concise words. Delete the extra words and rewrite these sentences.
I want to take this opportunity to thank you for arranging to send me a computer that is exactly identical to the one in my office.
This letter is to acknowledge receipt of and thank you for your check no 389939 in the amount of Rs. 1000.
3. We have 30 reservations at the present writing, so I am taking the liberty of sending you an updated list.
4. Correct words. Substitute correct words for the underlined words that are incorrect.
Between you and I she has a long ways to go to be a realtor. Irregardless of the person whom you select, I am real pleased with the candidates. I don’t have but two pair of shoes.
Hi / Dear Mr Imran
Thanks / thank you for your recent letter. We were happy / pleased to hear that you are interested in marketing our range of children garments
But/however, before we make any firm decision make up our mind, we would be grateful if you would provide us with / give us further information concerning / about the organization of your firm, the territory it covers, the number of retail outlets and your market share.
You would have to get us / we would expect a minimum turnover of 600,000 before being in a position to / we could offer you a agency. We would want to get / we would wish to achieve a market share of at least 10% in the first two years.
Anyway/ this said, if you feel your firm is able to meet these targets it would be nice / it would be useful to arrange an appointment to have a chat about / discuss the project in a bit more detail further.
I will be in Karachi from 5 – 12 May and suggest we meet / get together then, if this is convenient /OK. to you.
Please confirm with my secretary if this is all right / satisfactory.
I look forward to hearing from you in the near future / hope to get a letter from you soon.
Yours sincerely, /All the best
Asif
CONSIDERATION
Consideration means writing every letter with your reader in mind. It also means acting on the ‘you attitude’. When we put ourselves in our reader’s place, we are considerate. We can understand our reader’s desires, problems, circumstances and emotions. This thoughtful consideration is exactly ‘you attitude’. Three specific ways to indicate consideration are:
• Focus on ‘you’ instead of ‘I’ and ‘we’
• Show audience benefits or interest
• Emphasize positive, pleasant facts
Focus on ‘you’ instead of ‘I’ and ‘we’
For writing considerate message, think how your reader will benefit from your messages. For example.
‘I’ or ‘We’ attitude: we are delighted to announce…..
‘You’ attitude: you will be pleased to know…….
Showing consideration for the audience involves more than just using you instead of I or we. Messages ‘you’ can be insensitive in negative situation.
Insensitive: you failed to enclose your cheque in the envelope.
Consideration: the cheque was not enclosed.
Show audience benefits or interest
Your reader is likely to response positively when you show them benefits. Even in conveying unfavourable message to your reader, you can plan it in a way the reader finds some benefit in it.
Benefits must meet recipients’ needs, address their concern or offer them reward.
Merely inserting the ‘you’ does not insure you attitude.For example, you will be glad to know that we now open, tell 11.00 pm every day weekday.
Despite we ‘you’ in forefront this sentence lacks you attitude. This can be revised with you attitude.
You can now shop till 11.00 pm everyday.
Emphasize positive, pleasant facts
Another way to show ‘you attitude’ for your reader is to present facts in a positive, pleasant way. For example;
Negative-unpleasat
It is impossible to open an account for you today.
Positive pleasant
As soon as your signature card reaches us, we gladly open an…….
Study this letter as it is negative and unpleasant.
Dear Mr Tariq
I’m sorry that we are presently out of stock of Black Hand bags and will be unable to fill your order at this time.
An order has been placed with the manufacturer in the color you want, we will receive shipment after then days.
I trust this delay will not inconvenience you.
Yours very sincerely
The same letter is written positively and pleasantly.
Dear Mr Tariq
Thank you for order of a black hand bag.
The color you chose proved to be very popular, and we quickly sold all we had in stick. However, we’ve placed a rush order for more and are promised delivery within ten days. Yours will be shipped the same day our new supply arrives.
I know you’ll be delighted with the unique carry-on bag Mr. Hassan. It’s not only very handsome, but incredibly inexpensive.
You’re very sincerely
CONCRETENESS
Concreteness means that a message is specific, definite and vivid. If a message lacks these qualities, it will be vague and general. To achieve concreteness, denotative words will be used instead of connotative words. By using concrete facts and figures, you can make your reader know exactly what is required or desired. Concrete messages are more richly textured. They avoid vagueness.
The following guidelines should help you compose concrete, convincing message.
• Use specific facts and figures
• Put active verbs in the sentences
1. Use specific facts and figures
Always use specific facts and figures in your messages. For example:
Vague: Please send us the following items by the end of this month.
Clear: The following items should reach us on or before 21 August.
2. Put active verbs in the sentences
Active verbs make writing forceful and more interesting to read or hear.
Passive: The proposal was approved.
Active: The general manager approved the proposal.
Active verbs also make sentence specific, personal and concise.
1. Specific. “The chief executive decided” is more explicit than “A decision has been made.”
2. Personal. “You will note” is both personal and specific; “it will be noted” is impersonal.”
3. Concise. The passive requires more words and thus slows both writing and reading. Compare “Figures show” with “it is shown by figures.”
4. Emphatic. Passive verbs dull action. Compare “The students held a contest” with “a contest was held by the students.”
However a positive sentence is preferred to an active when situation demands. Following are few exmples
1. When you want to avoid personal, blunt accusations or comments. “Attendance at the meeting is required” is less harsh than “you must attend”.
2. When you want to stress the object of the action. “You are invited” is better than “we invite you”
3. When the doer isn’t important in the sentence. “People were asked to take their seats”.
Put actions in verbs not in nounds.
Use verbs not nouns
Seven verbs be, give, have, hold, made, put and take may be avoid as they introduce an action hidden
Action hidden
The function of this office is collection of bad debts.
Action in the verb
This office collects bad debts
Put action in verb, not in infinitive
Action in infinitive
The main function of this machine is to speed up production.
Action in the verbs.
The machine speeds up production.
CLARITY
Clarity means getting your message across so that the receiver will understand what you are trying to convey. You may not be able to write clearly if you have not thought out your message first. It is better to write down the main points of the message. A rough draft should be made first and then revised.
Clarity is achieved in part through a balance between precise language and familiar language. Put right word to convey the meaning. Familiar words are often conversational.
Following are some ways to help make your message clear.
• Choose, Short, Familiar, Conversational words
Simple Words
A substantial segment of the population Many people
Affords an opportunity Allows
Arrived at the conclusion Concluded
• Avoid repetitive words.
In the following redundant expressions, the italicized words are unnecessary and should be omitted”
Absolutely free Meet together
Adequate enough Over with
As to whether Past experience
At about Personal opinion
Attached hereto Quite unique
• Conversational Words.
Trite Expressions … ..Choose these conversational words
Acknowledge receipt of thank you for
Agreeable with your desires in the matter as you sugested
are in receipt of have
as per our conversation as we discussed
at the earliest possible date as soon as (you) can
at the present writing now
• Construct effective sentences and paragraphs.
At the core of clarity is the sentence. A sentence moves thought clearly within a paragraph. Clear writing is easy to understand. It requires short and easy words. Generally speaking, a sentence in a business letter should have 3 to 30 words. Each sentence should express unity of thought. The word into a sentence and sentence into a paragraph should be arranged in a way that they become a coherent whole.
Important characteristics are as follows:
o Length
The suggested length is 17 to 20. You can adopt a range from 3 to 30. Rewrite a sentence of more than 40. Sentences under 10 words are overly simple.
• Unity
It means that you have one main idea whether you use a simple, compound or complex sentence.
• Coherence
.Coherence bring clarity. In it words are correctly arranged so that ideas are clearly expressed.
Vague: Being the chief executive, we can expect help from you.
• Clear: Being the chief executive, you can surely help us.
• Emphasis
• Little Emphasis: The order was received and the manager started preparing for it.
• Better Emphasis: As the letter was received, the manager started preparing for it.
COURTESY
Courtesy does not mean the use of old-fashioned expressions such as ‘your kind enquiry’, ‘thank you’ and ‘please’. Rather, it is politeness that grows out of respect and concern for others. Courtesy is a quality that enables a request to be refused without killing all hope of future business. Courtesy also means replying promptly to all letters. If you feel your correspondent’s comments are unfair, try to answer tactfully. In short, the whole letter should have a courteous tone. It is not what you say, it is how you say it.
The following are suggestions for producing a courteous tone:
• Be sincerely tactful, thoughtful, and appreciative
• Use expressions that show respect
• Choose nondiscriminatory expressions
Be sincerely tactful, thoughtful, and appreciative.
Sometimes you have to deal with unpleasant messages. Always remember that by using tact and being thoughtful you can convey anything, however unpleasant it may be, to your readers.
Tactless: we believe that the extent of your current obligations makes you a bad credit risk.
Tactless: our credit department believes that, because of your current obligations additional credit might be difficult for you to handle at this time.
Thoughtfulness and appreciation
Writers who send courteous messages of deserved congratulations and appreciations help goodwill.
Use expressions that show respect
• Expressions like, ‘irresponsible’ or ‘I do not agree with’ etc., are annoying. Use expressions that show respect for your reader and help him think positively about your message.omit irritating expressions such as the following:
Contrary to your inferences You are delinquent
If you care you claim that
I am sure, you must realize that you did not tell us
obnoxious you leave us no choice
why have you ignored your stubborn silence
Choose nondiscriminatory expressions
•Courtesy also requires use of nondiscriminatory expressions that refer to any particular, gender, race, ethnic. origin, etc.
Instead of these gender-specific words. Choose these Bias Free words
Businessman Business person or business worker
Chairman Chair, chairperson, worker, employee
Manpower Worker, employee
Newsman Newscaster or reporter or journalist
Salesman Salesperson, sales, representative, agent
Previously masculine pronoun in expressions like he or his bill was used. The trend today is to avoid using he, him. Instead use either he/she, him/her or reword it into plural.
CORRECTNESS
The correctness principle is more than proper grammar, punctuation and spelling. A message may be perfect grammatically and mechanically but still lose a customer and fail to achieve the purpose. Though mistakes are never intentional, they spoil our image. Errors in the messages fall in the following categories:
• Mistakes in names, figures, facts, and words.
• Mistakes in punctuation and capitalization
• Mistakes in the level of Language
Mistakes in names, figures, facts, and words
•Any mistakes in names, figures, facts, etc, can make your message unclear. Such mistakes can also create problems for you. Imagine if you write 2000 where you were supposed to write 200. A good check of data is having another person to read and comment on the validity of material.
•Mistakes in punctuation and capitalization must be avoided.
• So be careful to:
• Verify your statistical data.
• Double-check your totals.
• Avoid guessing at laws that have an impact on you and your receiver.
Mistakes in the level of Language.
There are two types of writings: formal and informal. In formal writing, our style is unconversational. In informal writing, we use words that are short, familiar and conversational.
• A formal style is characterized by more complex sentences.
• An informal style is characterized by Short words and sentences
(Thanks a lot for your letter).
• Contraction & Abbreviations (I haven’t, there’s) simple words are example of levels of language.
A few examples of formal language.
More formal less formal
Participate join
Procure get
Utilize use
Endeavor try
Reminder:
• Avoid substandard language.
Substandard more appropriate
Aint isn’t
Cant hardly can hardly
Aim to proving aim to prove
Irregardless regardless
• Using incorrect words, incorrect grammars, faulty pronunciation all suggest inability to use good English.
Communication is an important part of our world today. The ability to Communicate effectively with others is considered a prized quality of the successful business people. To communicate easily and effectively with your readers, you should apply the following Seven ‘C’ principles:
1. Clarity 5. Correctness
2. Conciseness 6. Courtesy
3. Consideration 7. Completeness
4. Concreteness
COMPLETENESS
A business message is complete when it contains all facts that the reader or listener needs for the reaction you desire. Senders and receivers are influenced by their background, viewpoint, needs, experience, attitude, status and emotions. Because of their difference, the receiver needs to be sure that he has included all relevant information. Completeness is closely related to clarity.
A complete message brings desired result. It does a better job of building goodwill. It helps remove costly lawsuits that may result if important information is missing. Moreover, the communication that seems unimportant can be surprisingly important if the information is complete and effective.
For completeness, keep the following guidelines in mind:
• Provide all necessary information
• Answer all questions asked
• Give something extra when desirable
Provide all necessary information
Writing messages check to make sure you have provided all the information the reader needs for understanding.
Your reader needs to know how much, what size, what type, and other details. To achieve this clarity, your message should answer the “five Ws and one H”
Answer all questions asked
Replying to an inquiry or request, answer all questions asked, and even anticipate the reader’s reaction by providing other relevant information.
Give something extra when desirable • Sometimes, as an intelligent writer, you know what your reader may need to know about any certain thing. In this case you must include anything that is of your reader’s benefit. Use your good judgement in offering additional material if the sender’s message is incomplete question.
• How come my request for an interview letter did not receive a response.
When was the letter sent? To whom was it sent? Such a letter would require a return letter to answer the above questions, so take care to make your message complete.
CONCISENESS
Conciseness is saying what you want to say in the fewest possible words without sacrificing the other C qualities. A concise message is complete without being wordy.
A concise message saves time and expense for both the sender and the receiver
It increases emphasis in the message. It shows respect for the recipient, by not cluttering them unnecessary information.
To achieve conciseness, observe the following suggestions.
• Eliminate wordy expressions
• Include only relevant material
• Avoid unnecessary repetition
Eliminate wordy expressions
1)Use single-word substitutes instead of phrases whenever possible without changing meaning.
Wordy : At this time
Concise : Now
Wordy : Due to the fact that
Concise : because
Wordy : have need for
Concise : Need
Wordy : In due course
Concise : Soon
2)Omit trite, unnecessary expressions
Wordy : Please be advised that your admission statement has been received.
Concise : Your admission statement has been received.
3)Replace wordy conventional statements with concise ones.
Wordy : Please find attached the list you requested.
Concise : The list you requested is attached.
4)Replace wordy conventional statements with concise ones.
Wordy : Such refreshing comments are few and far between.
Concise : Such refreshing comments are scarce.
5)Avoid overusing empty phrases.
Wordy : There are four rules that should be observed.
Concise : Four rules must be observed.
6)Avoid overusing empty phrases.
Wordy : It was known by Mr.. Usman that we must reduce size our inventory.
Concise : Mr.. Usman knew we must reduce our inventory.
7)Omit “which” and “that” clause where ever possible.
Wordy : She bought desks that are of the executive type.
Concise : She bought executive type desks.
Wordy : The receipt that is enclosed documents your purchase.
Concise : The enclosed receipt documents your purchase.
8)Eliminate unnecessary prepositional phrase.
Wordy : The issue of most relevance is teamwork.
Concise : The most relevant issue is teamwork.
Wordy : In most cases the date of the inquiry is indicated in the upper right corner.
Concise : The policy date is in the upper right corner.
9)Limit your passive voice.
Wordy : The total balance due will be found on Page 2 of this report.
Concise : The balance due is on page 2 of this report.
Wordy : The reports are to be submitted by employees prior to 5:00 p.m.; at which time they will be received by Ali.
Concise : Please submit your reports to Ali by 5:00 p.m.
Include only relevant material
A concise message should not only omit wordy expressions but also irrelevant statements.
Observe the following suggestions:
1. Stick to the purpose of the message.
2. Delete irrelevant words and rambling sentences.
3. Omit information obvious to the reader.
4. Avoid long introductions, unnecessary explanations, pompous words and gushy politeness.
5. Get to the important point tactfully and concisely.
Example:
Wordy : We hereby wish to let you know that our company is pleased with the confidence you have reposed in us.
Concise : We appreciate your confidence.
Avoid unnecessary Repetition
Unnecessary repetition leads to dullness. The message becomes wordy and boring. Here are some suggestions.
1)Use short names when you have mentioned the long one once. For Shaukat Khanum Memorial Cancer Hospital, use Shaukat Khanum or simply the Hospital.
2)Use initials instead of repeating long names. Instead of using Pakistan International Airlines, use PIA.
3)Cut out needless repetition of phrases or sentences.
Sometimes it is possible to combine two or even three sentences using subordinate clauses or phrases.
Example:
The following letter is an example of unnecessary repetition.
Will you ship us some time, anytime during the month of October would be fine, or even November if you are rushed (November would suit us just as well, in fact a little bit better) 300 of the regular Dell Computers.
Thank you in advance for sending these along in parcel post, and not in express, as express is too expensive.
Concise Version of the Letter:
Please ship parcel post, before the end of November 300 Dell Computers.
Use one word in place of phrases; one sentence in place of two. Read out loud to listen for wordiness. Omit outdated trite expressions. Ask yourself: what material is really relevant? Look for unnecessary repetition: Does the same word or idea appear too often?
Recognizing incorrect words
1. Simple words. Rewrite the following sentences, substituting simple words for the underlined words and phrases in the sentences
A conference call will afford us an opportunity to interrogate the numerous remuneration proposals and consummate the rumors.
2. Concise words. Delete the extra words and rewrite these sentences.
I want to take this opportunity to thank you for arranging to send me a computer that is exactly identical to the one in my office.
This letter is to acknowledge receipt of and thank you for your check no 389939 in the amount of Rs. 1000.
3. We have 30 reservations at the present writing, so I am taking the liberty of sending you an updated list.
4. Correct words. Substitute correct words for the underlined words that are incorrect.
Between you and I she has a long ways to go to be a realtor. Irregardless of the person whom you select, I am real pleased with the candidates. I don’t have but two pair of shoes.
Hi / Dear Mr Imran
Thanks / thank you for your recent letter. We were happy / pleased to hear that you are interested in marketing our range of children garments
But/however, before we make any firm decision make up our mind, we would be grateful if you would provide us with / give us further information concerning / about the organization of your firm, the territory it covers, the number of retail outlets and your market share.
You would have to get us / we would expect a minimum turnover of 600,000 before being in a position to / we could offer you a agency. We would want to get / we would wish to achieve a market share of at least 10% in the first two years.
Anyway/ this said, if you feel your firm is able to meet these targets it would be nice / it would be useful to arrange an appointment to have a chat about / discuss the project in a bit more detail further.
I will be in Karachi from 5 – 12 May and suggest we meet / get together then, if this is convenient /OK. to you.
Please confirm with my secretary if this is all right / satisfactory.
I look forward to hearing from you in the near future / hope to get a letter from you soon.
Yours sincerely, /All the best
Asif
CONSIDERATION
Consideration means writing every letter with your reader in mind. It also means acting on the ‘you attitude’. When we put ourselves in our reader’s place, we are considerate. We can understand our reader’s desires, problems, circumstances and emotions. This thoughtful consideration is exactly ‘you attitude’. Three specific ways to indicate consideration are:
• Focus on ‘you’ instead of ‘I’ and ‘we’
• Show audience benefits or interest
• Emphasize positive, pleasant facts
Focus on ‘you’ instead of ‘I’ and ‘we’
For writing considerate message, think how your reader will benefit from your messages. For example.
‘I’ or ‘We’ attitude: we are delighted to announce…..
‘You’ attitude: you will be pleased to know…….
Showing consideration for the audience involves more than just using you instead of I or we. Messages ‘you’ can be insensitive in negative situation.
Insensitive: you failed to enclose your cheque in the envelope.
Consideration: the cheque was not enclosed.
Show audience benefits or interest
Your reader is likely to response positively when you show them benefits. Even in conveying unfavourable message to your reader, you can plan it in a way the reader finds some benefit in it.
Benefits must meet recipients’ needs, address their concern or offer them reward.
Merely inserting the ‘you’ does not insure you attitude.For example, you will be glad to know that we now open, tell 11.00 pm every day weekday.
Despite we ‘you’ in forefront this sentence lacks you attitude. This can be revised with you attitude.
You can now shop till 11.00 pm everyday.
Emphasize positive, pleasant facts
Another way to show ‘you attitude’ for your reader is to present facts in a positive, pleasant way. For example;
Negative-unpleasat
It is impossible to open an account for you today.
Positive pleasant
As soon as your signature card reaches us, we gladly open an…….
Study this letter as it is negative and unpleasant.
Dear Mr Tariq
I’m sorry that we are presently out of stock of Black Hand bags and will be unable to fill your order at this time.
An order has been placed with the manufacturer in the color you want, we will receive shipment after then days.
I trust this delay will not inconvenience you.
Yours very sincerely
The same letter is written positively and pleasantly.
Dear Mr Tariq
Thank you for order of a black hand bag.
The color you chose proved to be very popular, and we quickly sold all we had in stick. However, we’ve placed a rush order for more and are promised delivery within ten days. Yours will be shipped the same day our new supply arrives.
I know you’ll be delighted with the unique carry-on bag Mr. Hassan. It’s not only very handsome, but incredibly inexpensive.
You’re very sincerely
CONCRETENESS
Concreteness means that a message is specific, definite and vivid. If a message lacks these qualities, it will be vague and general. To achieve concreteness, denotative words will be used instead of connotative words. By using concrete facts and figures, you can make your reader know exactly what is required or desired. Concrete messages are more richly textured. They avoid vagueness.
The following guidelines should help you compose concrete, convincing message.
• Use specific facts and figures
• Put active verbs in the sentences
1. Use specific facts and figures
Always use specific facts and figures in your messages. For example:
Vague: Please send us the following items by the end of this month.
Clear: The following items should reach us on or before 21 August.
2. Put active verbs in the sentences
Active verbs make writing forceful and more interesting to read or hear.
Passive: The proposal was approved.
Active: The general manager approved the proposal.
Active verbs also make sentence specific, personal and concise.
1. Specific. “The chief executive decided” is more explicit than “A decision has been made.”
2. Personal. “You will note” is both personal and specific; “it will be noted” is impersonal.”
3. Concise. The passive requires more words and thus slows both writing and reading. Compare “Figures show” with “it is shown by figures.”
4. Emphatic. Passive verbs dull action. Compare “The students held a contest” with “a contest was held by the students.”
However a positive sentence is preferred to an active when situation demands. Following are few exmples
1. When you want to avoid personal, blunt accusations or comments. “Attendance at the meeting is required” is less harsh than “you must attend”.
2. When you want to stress the object of the action. “You are invited” is better than “we invite you”
3. When the doer isn’t important in the sentence. “People were asked to take their seats”.
Put actions in verbs not in nounds.
Use verbs not nouns
Seven verbs be, give, have, hold, made, put and take may be avoid as they introduce an action hidden
Action hidden
The function of this office is collection of bad debts.
Action in the verb
This office collects bad debts
Put action in verb, not in infinitive
Action in infinitive
The main function of this machine is to speed up production.
Action in the verbs.
The machine speeds up production.
CLARITY
Clarity means getting your message across so that the receiver will understand what you are trying to convey. You may not be able to write clearly if you have not thought out your message first. It is better to write down the main points of the message. A rough draft should be made first and then revised.
Clarity is achieved in part through a balance between precise language and familiar language. Put right word to convey the meaning. Familiar words are often conversational.
Following are some ways to help make your message clear.
• Choose, Short, Familiar, Conversational words
Simple Words
A substantial segment of the population Many people
Affords an opportunity Allows
Arrived at the conclusion Concluded
• Avoid repetitive words.
In the following redundant expressions, the italicized words are unnecessary and should be omitted”
Absolutely free Meet together
Adequate enough Over with
As to whether Past experience
At about Personal opinion
Attached hereto Quite unique
• Conversational Words.
Trite Expressions … ..Choose these conversational words
Acknowledge receipt of thank you for
Agreeable with your desires in the matter as you sugested
are in receipt of have
as per our conversation as we discussed
at the earliest possible date as soon as (you) can
at the present writing now
• Construct effective sentences and paragraphs.
At the core of clarity is the sentence. A sentence moves thought clearly within a paragraph. Clear writing is easy to understand. It requires short and easy words. Generally speaking, a sentence in a business letter should have 3 to 30 words. Each sentence should express unity of thought. The word into a sentence and sentence into a paragraph should be arranged in a way that they become a coherent whole.
Important characteristics are as follows:
o Length
The suggested length is 17 to 20. You can adopt a range from 3 to 30. Rewrite a sentence of more than 40. Sentences under 10 words are overly simple.
• Unity
It means that you have one main idea whether you use a simple, compound or complex sentence.
• Coherence
.Coherence bring clarity. In it words are correctly arranged so that ideas are clearly expressed.
Vague: Being the chief executive, we can expect help from you.
• Clear: Being the chief executive, you can surely help us.
• Emphasis
• Little Emphasis: The order was received and the manager started preparing for it.
• Better Emphasis: As the letter was received, the manager started preparing for it.
COURTESY
Courtesy does not mean the use of old-fashioned expressions such as ‘your kind enquiry’, ‘thank you’ and ‘please’. Rather, it is politeness that grows out of respect and concern for others. Courtesy is a quality that enables a request to be refused without killing all hope of future business. Courtesy also means replying promptly to all letters. If you feel your correspondent’s comments are unfair, try to answer tactfully. In short, the whole letter should have a courteous tone. It is not what you say, it is how you say it.
The following are suggestions for producing a courteous tone:
• Be sincerely tactful, thoughtful, and appreciative
• Use expressions that show respect
• Choose nondiscriminatory expressions
Be sincerely tactful, thoughtful, and appreciative.
Sometimes you have to deal with unpleasant messages. Always remember that by using tact and being thoughtful you can convey anything, however unpleasant it may be, to your readers.
Tactless: we believe that the extent of your current obligations makes you a bad credit risk.
Tactless: our credit department believes that, because of your current obligations additional credit might be difficult for you to handle at this time.
Thoughtfulness and appreciation
Writers who send courteous messages of deserved congratulations and appreciations help goodwill.
Use expressions that show respect
• Expressions like, ‘irresponsible’ or ‘I do not agree with’ etc., are annoying. Use expressions that show respect for your reader and help him think positively about your message.omit irritating expressions such as the following:
Contrary to your inferences You are delinquent
If you care you claim that
I am sure, you must realize that you did not tell us
obnoxious you leave us no choice
why have you ignored your stubborn silence
Choose nondiscriminatory expressions
•Courtesy also requires use of nondiscriminatory expressions that refer to any particular, gender, race, ethnic. origin, etc.
Instead of these gender-specific words. Choose these Bias Free words
Businessman Business person or business worker
Chairman Chair, chairperson, worker, employee
Manpower Worker, employee
Newsman Newscaster or reporter or journalist
Salesman Salesperson, sales, representative, agent
Previously masculine pronoun in expressions like he or his bill was used. The trend today is to avoid using he, him. Instead use either he/she, him/her or reword it into plural.
CORRECTNESS
The correctness principle is more than proper grammar, punctuation and spelling. A message may be perfect grammatically and mechanically but still lose a customer and fail to achieve the purpose. Though mistakes are never intentional, they spoil our image. Errors in the messages fall in the following categories:
• Mistakes in names, figures, facts, and words.
• Mistakes in punctuation and capitalization
• Mistakes in the level of Language
Mistakes in names, figures, facts, and words
•Any mistakes in names, figures, facts, etc, can make your message unclear. Such mistakes can also create problems for you. Imagine if you write 2000 where you were supposed to write 200. A good check of data is having another person to read and comment on the validity of material.
•Mistakes in punctuation and capitalization must be avoided.
• So be careful to:
• Verify your statistical data.
• Double-check your totals.
• Avoid guessing at laws that have an impact on you and your receiver.
Mistakes in the level of Language.
There are two types of writings: formal and informal. In formal writing, our style is unconversational. In informal writing, we use words that are short, familiar and conversational.
• A formal style is characterized by more complex sentences.
• An informal style is characterized by Short words and sentences
(Thanks a lot for your letter).
• Contraction & Abbreviations (I haven’t, there’s) simple words are example of levels of language.
A few examples of formal language.
More formal less formal
Participate join
Procure get
Utilize use
Endeavor try
Reminder:
• Avoid substandard language.
Substandard more appropriate
Aint isn’t
Cant hardly can hardly
Aim to proving aim to prove
Irregardless regardless
• Using incorrect words, incorrect grammars, faulty pronunciation all suggest inability to use good English.
Sunday, October 17, 2010
LECTURE 5
NON- VERBAL COMMUNICATION
What is the non-verbal past of the message?
Nonverbal communication consists of that part of a message that is not encoded in words. The nonverbal part of the message tends to be less conscious and often reveals the sender’s feelings and preferences more spontaneously and honestly than the verbal part. If the verbal message does not match the nonverbal communication, people tend to believe the nonverbal message. The nonverbal aspects of communication are so closely intermingled with the verbal that it is difficult to separate them. People receiving verbal and non-verbal messages combine them with the context in which the communication takes place and interpret the total message.
Four types of nonverbal messages
Non-verbal communication can be classified into four types.
1. Personal (to the individual)
2. common to a group of people or culture
3. universal (to humankind)
4. unrelated to the message (random)
Personal Nonverbal communication involves kinds of nonverbal behaviour that are unique to one person. The meaning is also unique to the person sending the message. For example, someone may work while talking, another person may work in silence. One person may laugh due to nervousness or fear, while another may cry.
Cultural nonverbal communication, by contrast, is characteristics of, or common to, a group of people. It is learned unconsciously by observing others in the society group. In Aboriginal culture, for example, eye contact is less acceptable than it is European culture.
Universal nonverbal communication is behaviour that is common to humankind. It shows happiness, sadness or deep-seated feelings – for example, a smile or tears.
Unrelated nonverbal communication, such as a sneeze, is unrelated to the verbal message. It can distract from the verbal message, but has little effect on the meaning of the verbal part of the message.
How to analyze non-verbal communication?
People communicate nonverbally with body movement and with personal relationship behaviours. This nonverbal communication changes or complements the verbal communication. Nonverbal communication always occurs in a context, or framework. The context often determines the meaning of the nonverbal behaviour. On different occasions the same nonverbal gesture may have completely different meanings. Without context and spoken works, nonverbal behaviour is almost impossible to interpret with any accuracy.
Different aspects of non-verbal communication
Theoretical writings and research classify nonverbal communication into seven main areas:
1. Body movement (kinesics behaviour)
2. Physical characteristics
3. Touching behaviour
4. Vocal qualities (paralanguage)
5. Space (proximity)
6. Artifacts
7. Environment
Body Movement
Body movement, or kinesics behaviour, includes movement of the hands, head, feet and legs, posture, eye movements and facial expressions – all these affect the message. Body posture – the way a person stands, leans forward. A person leaning forward, pointing and shaking a finger at someone is seen as trying to dominate the other person. The way this is received by others, and the type of feedback given, determines how the communication will flow. For example, emblems are non-verbal acts learnt through imitation to reinforce or replace the words. The non-verbal signals for ‘okay’ are a nod or a smile.
Physical Characteristics
Physical characteristics such as body shape, general attractiveness, body and breathe odours, weight, hair and skin colour are important parts of nonverbal communication. Because people react and respond to these factors, they all determine their responses in interpersonal encounters. First impressions and images of others can be associated unconsciously with past experiences of people with similar physical characteristics.
Touching behavior
Strocking, hitting, holding or guiding the movement of another person are examples of touching behaviour that communicate non-verbally. Each of these adds a different meaning ot a message. Touch can console or support the other person and show feeling such as affect. A handsome, for example, can express dominance equality. A pat on the arm can convey intimacy or control.
Paralanguage (Vocal Qualities)
Paralanguage is that part of language associated with but not involving the word system. It consists of the voice qualities and vocalizations that affect how something is said rather than what is said. Voice qualities include:
• Pitch range
• Pitch control
• Rhythm control
• Tempo
• Articulation control
• Resonance.
Vocalizations also give clue to the total message. Three of these are shown in table. The tones of voice, rate of speaking and voice inflection are an important part of the total message. A tired person, for example, will speak more slowly than usual, a disappointed person may speak with a flat tone, while the tone of voice of someone excited about a coming holiday reflects this excitement.
Proximity (Use of Space) Proximity means nearness, in terms of physical space. How people use their personal space and that of others communicates a message. This response to spatial relationships in formal, informal and intimate settings indicates how that person perceives and feels in that space. People also use their height and weight to convey a message. If you tower over other people in a way that intrudes on their personal space you may cause their discomfort and withdrawal.
Personal space varies according to:
Gender
Status
Roles
Culture
Research has shown that Australians speaking to acquaintances or work colleagues leave about an arm’s length of space between themselves and the other person. People speaking to friends and family leave about half an arm or an elbow’s length between themselves and others. People in intimate relationships allow direct and close contact when speaking to each other. The use of space reflects the way people feel about others. Americans keep a distance of 18 inch from other person during a formal during a formal conversation.
Artifacts
Artifacts are objects used to convey nonverbal messages about self-concept, image, mood, feeling or style. For example, perfume, clothes, lipstick, glasses and hairpieces project the style or mood of the wearer. Many artifacts are common to the group but we also use artifacts, particularly clothing, as an individual form of communication.
Appearance and cloth are important and highly visible parts of nonverbal communication. Consider the difference between the clothes you wear at home to the beach and the clothes you wear to a job interview. The choice of clothes reflects your mood and your attitude to the occasion. Other people note and place their own interpretation on your dress.
Even if you decide you will not bother about personal appearance or clothes, others will read this message as part of your nonverbal communication.
Environmental Factors
The environment can influence the outcome of communication. For this reason, organizations give careful consideration to office space, factory layout, the sales area and conference venues. The environment should put people at ease and match their expectations; an unsuitable environment can produce ‘noise’ that causes communication barriers and interferes with the communication process.
Certain instincts, such as desire for privacy, familiarity and security, need to be satisfied. Careful design of the workplace can meet these needs and in so doing improve communication, productivity and morale. Natural and artificial light, colour, temperature, tables, chairs, desks, lounges, plants, sound, artwork, magazines, and floor and wall coverings all have an impact on people’s perception of an organization.
In the workplace, attention to punctuality or a disregard for it can make a strong nonverbal impact. A disregard for punctuality may, like a sloppy appearance, merely reflect a casual attitude. However, a deliberate decision to keep a contact waiting may be a way to communicate a negative message.
While punctuality is a matter of courtesy, attitudes towards its important vary between cultures. To be kept waiting for a business appointment in the Middle East will not have the same significance as a delay in some European counties where punctuality is highly regard.
The above discussion of the seven aspects of nonverbal communication provides a theoretical analysis. However, to consider each aspect in isolation is artificial. In practice, what is sent as a total message is a cluster of nonverbal cues in association with the spoken words
What is the non-verbal past of the message?
Nonverbal communication consists of that part of a message that is not encoded in words. The nonverbal part of the message tends to be less conscious and often reveals the sender’s feelings and preferences more spontaneously and honestly than the verbal part. If the verbal message does not match the nonverbal communication, people tend to believe the nonverbal message. The nonverbal aspects of communication are so closely intermingled with the verbal that it is difficult to separate them. People receiving verbal and non-verbal messages combine them with the context in which the communication takes place and interpret the total message.
Four types of nonverbal messages
Non-verbal communication can be classified into four types.
1. Personal (to the individual)
2. common to a group of people or culture
3. universal (to humankind)
4. unrelated to the message (random)
Personal Nonverbal communication involves kinds of nonverbal behaviour that are unique to one person. The meaning is also unique to the person sending the message. For example, someone may work while talking, another person may work in silence. One person may laugh due to nervousness or fear, while another may cry.
Cultural nonverbal communication, by contrast, is characteristics of, or common to, a group of people. It is learned unconsciously by observing others in the society group. In Aboriginal culture, for example, eye contact is less acceptable than it is European culture.
Universal nonverbal communication is behaviour that is common to humankind. It shows happiness, sadness or deep-seated feelings – for example, a smile or tears.
Unrelated nonverbal communication, such as a sneeze, is unrelated to the verbal message. It can distract from the verbal message, but has little effect on the meaning of the verbal part of the message.
How to analyze non-verbal communication?
People communicate nonverbally with body movement and with personal relationship behaviours. This nonverbal communication changes or complements the verbal communication. Nonverbal communication always occurs in a context, or framework. The context often determines the meaning of the nonverbal behaviour. On different occasions the same nonverbal gesture may have completely different meanings. Without context and spoken works, nonverbal behaviour is almost impossible to interpret with any accuracy.
Different aspects of non-verbal communication
Theoretical writings and research classify nonverbal communication into seven main areas:
1. Body movement (kinesics behaviour)
2. Physical characteristics
3. Touching behaviour
4. Vocal qualities (paralanguage)
5. Space (proximity)
6. Artifacts
7. Environment
Body Movement
Body movement, or kinesics behaviour, includes movement of the hands, head, feet and legs, posture, eye movements and facial expressions – all these affect the message. Body posture – the way a person stands, leans forward. A person leaning forward, pointing and shaking a finger at someone is seen as trying to dominate the other person. The way this is received by others, and the type of feedback given, determines how the communication will flow. For example, emblems are non-verbal acts learnt through imitation to reinforce or replace the words. The non-verbal signals for ‘okay’ are a nod or a smile.
Physical Characteristics
Physical characteristics such as body shape, general attractiveness, body and breathe odours, weight, hair and skin colour are important parts of nonverbal communication. Because people react and respond to these factors, they all determine their responses in interpersonal encounters. First impressions and images of others can be associated unconsciously with past experiences of people with similar physical characteristics.
Touching behavior
Strocking, hitting, holding or guiding the movement of another person are examples of touching behaviour that communicate non-verbally. Each of these adds a different meaning ot a message. Touch can console or support the other person and show feeling such as affect. A handsome, for example, can express dominance equality. A pat on the arm can convey intimacy or control.
Paralanguage (Vocal Qualities)
Paralanguage is that part of language associated with but not involving the word system. It consists of the voice qualities and vocalizations that affect how something is said rather than what is said. Voice qualities include:
• Pitch range
• Pitch control
• Rhythm control
• Tempo
• Articulation control
• Resonance.
Vocalizations also give clue to the total message. Three of these are shown in table. The tones of voice, rate of speaking and voice inflection are an important part of the total message. A tired person, for example, will speak more slowly than usual, a disappointed person may speak with a flat tone, while the tone of voice of someone excited about a coming holiday reflects this excitement.
Proximity (Use of Space) Proximity means nearness, in terms of physical space. How people use their personal space and that of others communicates a message. This response to spatial relationships in formal, informal and intimate settings indicates how that person perceives and feels in that space. People also use their height and weight to convey a message. If you tower over other people in a way that intrudes on their personal space you may cause their discomfort and withdrawal.
Personal space varies according to:
Gender
Status
Roles
Culture
Research has shown that Australians speaking to acquaintances or work colleagues leave about an arm’s length of space between themselves and the other person. People speaking to friends and family leave about half an arm or an elbow’s length between themselves and others. People in intimate relationships allow direct and close contact when speaking to each other. The use of space reflects the way people feel about others. Americans keep a distance of 18 inch from other person during a formal during a formal conversation.
Artifacts
Artifacts are objects used to convey nonverbal messages about self-concept, image, mood, feeling or style. For example, perfume, clothes, lipstick, glasses and hairpieces project the style or mood of the wearer. Many artifacts are common to the group but we also use artifacts, particularly clothing, as an individual form of communication.
Appearance and cloth are important and highly visible parts of nonverbal communication. Consider the difference between the clothes you wear at home to the beach and the clothes you wear to a job interview. The choice of clothes reflects your mood and your attitude to the occasion. Other people note and place their own interpretation on your dress.
Even if you decide you will not bother about personal appearance or clothes, others will read this message as part of your nonverbal communication.
Environmental Factors
The environment can influence the outcome of communication. For this reason, organizations give careful consideration to office space, factory layout, the sales area and conference venues. The environment should put people at ease and match their expectations; an unsuitable environment can produce ‘noise’ that causes communication barriers and interferes with the communication process.
Certain instincts, such as desire for privacy, familiarity and security, need to be satisfied. Careful design of the workplace can meet these needs and in so doing improve communication, productivity and morale. Natural and artificial light, colour, temperature, tables, chairs, desks, lounges, plants, sound, artwork, magazines, and floor and wall coverings all have an impact on people’s perception of an organization.
In the workplace, attention to punctuality or a disregard for it can make a strong nonverbal impact. A disregard for punctuality may, like a sloppy appearance, merely reflect a casual attitude. However, a deliberate decision to keep a contact waiting may be a way to communicate a negative message.
While punctuality is a matter of courtesy, attitudes towards its important vary between cultures. To be kept waiting for a business appointment in the Middle East will not have the same significance as a delay in some European counties where punctuality is highly regard.
The above discussion of the seven aspects of nonverbal communication provides a theoretical analysis. However, to consider each aspect in isolation is artificial. In practice, what is sent as a total message is a cluster of nonverbal cues in association with the spoken words
LECTURE 4
LECTURE 4
BARRIERS IN EFFECTIVE COMMUNICATION /COMMUNICATION FALLOFF
People in the world are not exactly alike. Cultures or countries are not the same. These differences, however, can cause problems in conveying your meanings. Each person’s mind is different from others. As a result, message sender’s meanings and the receiver’s response are affected by many factors, such as individual:
a. Semantic barriers(Convention of meaning)
b. Physical Barrier
c. Psychological barriers
• Emotional barriers
• Perceptual barriers
d. Barriers involving values attitudes etc
i) Semantic Barrier
A basic principle of communication is that the symbols the sender uses to communicate messages must have the same meaning in both the sender’s and receiver’s minds. You can never be sure that the message in your mind will be clearly sent to your receiver. The world is full with errors, as a result of differences in semantic (meaning) understanding. A symbol is a sign for something that exits in reality. Thus your name really a symbol or word represents you. Only through common experience in a connection made between the symbol or word attached to you and the person you are in reality .Anyone with less common experience will not easily relate the symbol (your name) with you. Besides, there are problems in convention of meaning, so you must make yourself familiar with different types of meaning.
Denotation
A denotation is usually the dictionary definition of a word. Denotative meanings name objects, people or events without indicating positive or negative qualities. Such words as car, desk, book, house, and water convey denotative meanings. The receiver has a similar understanding of the thing in which the word is used.
Connotation
A connotation is an implication of a word or a suggestion separate from the usual definition. Some words have connotative meanings, that is, qualitative judgment and personal reactions. The word man is denotative, father, prophet, brother are connotative. Some words have positive connotations in some contexts and negative meanings in others. For example, slim girl and slim chances.
ii) Physical Barriers
Communication does not consist of words alone. Another set of barriers is caused by your own physical appearance, your audience, or the context of the document or the presentation. Your ideas, however good and however skillfully imparted, are at the mercy of various potential physical barriers.
For Writing
There is a whole barrage of possible physical blocks, jammed or jagged margins, fingerprints or smudges, unclear photocopies, unreadable word processor printout, water or coffee, tea spots etc
For Speaking
Mumbling, not enunciating, speaking too quickly, noises become of hissing ventilation, blowing air conditioning, ringing telephones, slamming doors etc. are different aspects of physical barriers.
iii) Psychological Barriers
Because of the changing world, everyone has his own concept of reality. Also, human beings, sensory perceptions – touch, sight, hearing, smell, and taste are limited, and each person’s mental filter is unique. In our daily interaction with others, we make various abstractions, inferences and evaluations of the world around us.
• Emotional Barriers
One possible psychological block is emotional, you may be emotionally block is you are announcing a new policy that whether you may become popular or unpopular. Similarly, you may have emotional barrier while making your first presentation or writing someone you dislike.
• Perception barriers
The perceptual problem is that people think differently so as a result their perception of reality is different. The material world provides a special reality to teach individual. As human being’s sensory perceptions—touch, sight hearing, smell, taste -- are similar, and each person’s mental filter is unique. We make various abstractions, inferences and evaluations of the world around us.
Abstracting
Selecting some details and omitting others is a process called abstracting. On many occasions abstracting is necessary. Differences in abstracting take place not only when persons describe events but also when they describe people and objects. However, you should be cautious about “slanted” statements.
Slanting is unfair in factual reporting. When presenting some particular facts, you include your own biased ideas into it, you make slanting statement. Try not to let personal preferences affect your factual reporting of information.
Inferring
Conclusions made by reasoning from evidence are called inferences. We make assumptions and draw conclusions even though we are not able to immediately verify the evidence. Some inferences are both necessary and desirable; others are risky, even dangerous.
Necessary Inferences
When we reach a foreign country, we are sure that we will be treated politely.
When we post a letter, we infer that it will reach its destination.
When we base our inferences on direct observation or on reasonable evidence, they are likely to be quite dependable. Conclusion we make about things we have not observed directly can often be untrue.
As an intelligent communicator, we must realize that inferences may be incorrect or unreliable and anticipate the risks before acting on them. Be careful to distinguish clearly among verifiable facts, and mere guess work.
Barriers Involving Values, Attitudes etc.
Both personality and attitude are complex cognitive process. The difference is that personality usually is thought of as the whole person whereas attitude may makeup the personality. The term attitude describes people and explains their behavior. More precisely an attitude can be defined as a persistent tendency to feel and behave in a particular way towards some object.
For example: Naeem does not like night shift, so his attitude is negative towards his work assignment.
A receiver’s attitude towards a message can determine whether it is accepted or rejected. The effectiveness is influenced also by the values, attitudes, and opinions of the communicators. People react favorably when they receive agreeable message. Receivers’ views of the information will affect their response. This response could be what the sender desires or just the opposite. Occasionally people react according to their attitudes toward a situation rather than to the facts.
Closed Mind
Some people hold rigid views on certain subjects. They maintain their rigid views regardless of the circumstances. Such a closed minded person is very difficult to communicate to.
Sender’s credibility
Credibility in the sender is important in getting a favorable reaction. Often people react more according to their attitude towards the source of information that to the information itself. An effective communication builds credibility by writing and speaking in a fair and just manner and by considering receiver’s point of view. Other circumstances, such as environmental stresses, personal problems, and sensitivity affect attitudes, opinions and responses.
BARRIERS IN EFFECTIVE COMMUNICATION /COMMUNICATION FALLOFF
People in the world are not exactly alike. Cultures or countries are not the same. These differences, however, can cause problems in conveying your meanings. Each person’s mind is different from others. As a result, message sender’s meanings and the receiver’s response are affected by many factors, such as individual:
a. Semantic barriers(Convention of meaning)
b. Physical Barrier
c. Psychological barriers
• Emotional barriers
• Perceptual barriers
d. Barriers involving values attitudes etc
i) Semantic Barrier
A basic principle of communication is that the symbols the sender uses to communicate messages must have the same meaning in both the sender’s and receiver’s minds. You can never be sure that the message in your mind will be clearly sent to your receiver. The world is full with errors, as a result of differences in semantic (meaning) understanding. A symbol is a sign for something that exits in reality. Thus your name really a symbol or word represents you. Only through common experience in a connection made between the symbol or word attached to you and the person you are in reality .Anyone with less common experience will not easily relate the symbol (your name) with you. Besides, there are problems in convention of meaning, so you must make yourself familiar with different types of meaning.
Denotation
A denotation is usually the dictionary definition of a word. Denotative meanings name objects, people or events without indicating positive or negative qualities. Such words as car, desk, book, house, and water convey denotative meanings. The receiver has a similar understanding of the thing in which the word is used.
Connotation
A connotation is an implication of a word or a suggestion separate from the usual definition. Some words have connotative meanings, that is, qualitative judgment and personal reactions. The word man is denotative, father, prophet, brother are connotative. Some words have positive connotations in some contexts and negative meanings in others. For example, slim girl and slim chances.
ii) Physical Barriers
Communication does not consist of words alone. Another set of barriers is caused by your own physical appearance, your audience, or the context of the document or the presentation. Your ideas, however good and however skillfully imparted, are at the mercy of various potential physical barriers.
For Writing
There is a whole barrage of possible physical blocks, jammed or jagged margins, fingerprints or smudges, unclear photocopies, unreadable word processor printout, water or coffee, tea spots etc
For Speaking
Mumbling, not enunciating, speaking too quickly, noises become of hissing ventilation, blowing air conditioning, ringing telephones, slamming doors etc. are different aspects of physical barriers.
iii) Psychological Barriers
Because of the changing world, everyone has his own concept of reality. Also, human beings, sensory perceptions – touch, sight, hearing, smell, and taste are limited, and each person’s mental filter is unique. In our daily interaction with others, we make various abstractions, inferences and evaluations of the world around us.
• Emotional Barriers
One possible psychological block is emotional, you may be emotionally block is you are announcing a new policy that whether you may become popular or unpopular. Similarly, you may have emotional barrier while making your first presentation or writing someone you dislike.
• Perception barriers
The perceptual problem is that people think differently so as a result their perception of reality is different. The material world provides a special reality to teach individual. As human being’s sensory perceptions—touch, sight hearing, smell, taste -- are similar, and each person’s mental filter is unique. We make various abstractions, inferences and evaluations of the world around us.
Abstracting
Selecting some details and omitting others is a process called abstracting. On many occasions abstracting is necessary. Differences in abstracting take place not only when persons describe events but also when they describe people and objects. However, you should be cautious about “slanted” statements.
Slanting is unfair in factual reporting. When presenting some particular facts, you include your own biased ideas into it, you make slanting statement. Try not to let personal preferences affect your factual reporting of information.
Inferring
Conclusions made by reasoning from evidence are called inferences. We make assumptions and draw conclusions even though we are not able to immediately verify the evidence. Some inferences are both necessary and desirable; others are risky, even dangerous.
Necessary Inferences
When we reach a foreign country, we are sure that we will be treated politely.
When we post a letter, we infer that it will reach its destination.
When we base our inferences on direct observation or on reasonable evidence, they are likely to be quite dependable. Conclusion we make about things we have not observed directly can often be untrue.
As an intelligent communicator, we must realize that inferences may be incorrect or unreliable and anticipate the risks before acting on them. Be careful to distinguish clearly among verifiable facts, and mere guess work.
Barriers Involving Values, Attitudes etc.
Both personality and attitude are complex cognitive process. The difference is that personality usually is thought of as the whole person whereas attitude may makeup the personality. The term attitude describes people and explains their behavior. More precisely an attitude can be defined as a persistent tendency to feel and behave in a particular way towards some object.
For example: Naeem does not like night shift, so his attitude is negative towards his work assignment.
A receiver’s attitude towards a message can determine whether it is accepted or rejected. The effectiveness is influenced also by the values, attitudes, and opinions of the communicators. People react favorably when they receive agreeable message. Receivers’ views of the information will affect their response. This response could be what the sender desires or just the opposite. Occasionally people react according to their attitudes toward a situation rather than to the facts.
Closed Mind
Some people hold rigid views on certain subjects. They maintain their rigid views regardless of the circumstances. Such a closed minded person is very difficult to communicate to.
Sender’s credibility
Credibility in the sender is important in getting a favorable reaction. Often people react more according to their attitude towards the source of information that to the information itself. An effective communication builds credibility by writing and speaking in a fair and just manner and by considering receiver’s point of view. Other circumstances, such as environmental stresses, personal problems, and sensitivity affect attitudes, opinions and responses.
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