Download Lecture 1 Communication

Presentation and
Communication Skills
Course Code :
10B11PD111
Course Credit :
3
Contact hours :
3
Listening is the key to effective communication.
Difference between
Presentation and Communication
What is communication?
It is the process by
which meanings are
exchanged between people
through the use of
common set of symbols.
Definition
Presentation
“Something set forth to an audience in a
formal environment for the attention of the
mind to get a desired effect”
Importance of Communication

Getting jobs you want

Gaining Promotions

Providing Leadership

Being productive on the job

Relating Positively to Others

Assuring the Success of your Organization
7 Cs of Communication
• Completeness
• Conciseness
• Consideration
• Concreteness
• Clarity
• Courtesy
• Correctness
The 7 Cs of Communication



COMPLETENESS
Please meet me.
(check for ‘5 W’ questions)
CONCISENESS
in close proximity to
(avoid)
pursuant to your enquiry (avoid)
nearby
as you requested
CONSIDERATION
I want to express my sincere thanks for the good words.
(Avoid I attitude)
Thank you for your kind word.
(Adopt You attitude)


CONCRETENESS
Goods are soon being dispatched.
Goods will be dispatched on 2nd July.
(vagueness)
(concreteness)
CLARITY
at all times(avoid)
revert back (avoid)
during the year 1997(avoid)
always
revert
during 1997

COURTESY
Thank you for the prompt reply.

CORRECTNESS
Patterns of Business Communication

Internal or external

Formal or Informal

Work related or personal
More Patterns of Business Communication

Vertical (upward or downward)

Horizontal

Serial

Network

Grapevine
Communication Types and Channels
Verbal
Oral
Non Verbal
Written
Sign Language
Visual
Signs
Body Language
Audio
Signs
Communication Process
The communication environment includes the
sender, the message, the receiver, feedback,
and communication barriers.
Elements In Communication
Sender
Message
Channel
Feedback
Receiver
The Communication Process
Basic Model
5.
Feedback travels
to sender
1.
Sender
has idea
2.
Sender
encodes
idea in
message
3.
Message
travels
over
channel
6.
Possible additional
feedback to
receiver
4.
Receiver
decodes
message
Communication Barriers










Word choice, Punctuation, spelling, grammar, and sentence
structure
Type of message; Appearance of the sender or the message
Environmental factors; Physical distractions
Receiver capability; listening
Bypassing
Limited frame of reference
Emotional interference
Ego involvement
Fear of reprisal for honest communication
Turf wars
Word Choice

Denotative Versus Connotative Meaning
Word
Assertive
Compromise
Funny

Idiom
General Idioms
Drop me a line.
You’re pulling my leg.
He’s born with a silver spoon.

Possible Meanings
Energetic, Pushy
Adjust, Give in
Humorous, Unusual
Implications and Inferences
e.g. My work is undervalued.
Business Idioms
Jenny is saddled with debt.
It’s just a ballpark estimate!
Will you crunch the numbers?
Barriers That Block the Flow of Information
in Organizations





Closed communication climate
Top-heavy organizational structure
Long lines of communication
Lack of trust between management and
employees
Competition for power, status, rewards
"TANJOOBERRYMUTTS" ...
By the time you read through this YOU WILL
UNDERSTAND "TANJOOBERRYMUTTS" ...and be
ready for China. In order to continue getting-by in China, we
need to learn English the way it is spoken...... Practice by
reading the following conversation until you are able to
understand the term "TANJOOBERRYMUTTS".
With a little patience, you'll be able to fit right in. Now, here
goes... The following is a telephonic exchange between
maybe you as a hotel guest and room-service today......
Room Service : "Morrin. Roon sirbees."
Guest : "Sorry, I thought I dialed room-service. "
Room Service: "Rye . Roon sirbees...morrin! Joowish
to oddor sunteen???“
Guest: "Uh..... Yes, I'd like to order bacon and eggs."
Room Service: "Ow ulai den?"
Guest: ".....What?? "
Room Service: "Ow ulai den?.Pryed, boyud, pochd?"
Guest: "Oh, the eggs! How do I like them? Sorry..
Scrambled, please."
Room Service: "Ow ulai dee bayken ? Creepse?"
Guest: "Crisp will be fine."
Room Service: "Hokay. An sahn toes?"
Guest: "What?"
Room Service: "An toes. ulai sahn toes?"
Guest: "I.... Don't think so.."
Room Service: "No? Udo wan sahn toes???"
Guest: "I feel really bad about this, but I don't know what
'udo wan sahn toes' means."
Room Service: "Toes! Toes!...Why Uoo don wan toes? Ow
bow Anglish moppin we botter?"
Guest: "Oh, English muffin! !! I've got it! You were saying
'toast'..Fine...Yes, an English muffin will be fine."
Room Service: "We botter?"
Guest: "No, just put the bottor on the side."
Room Service: "Wad?!?"
Guest: "I mean butter... Just put the butter on the side."
Room Service: "Copy?’’
Guest: "Excuse me?"
Room Service: "Copy...tea...meel?"
Guest: "Yes. Coffee, please... And that's everything."
Room Service: "One Minnie. Scramah egg, creepse bayken ,
Anglish moppin, we botter on sigh and copy ... Rye ??"
Guest: "Whatever you say."
Room Service: "Tanjooberrymutts. "
Guest: "You're welcome"
Remember I said "By the time you read through this YOU WILL
UNDERSTAND 'TANJOOBERRYMUTTS”!!! and you do, don't you!
A Classic Case of Miscommunication
In Center Harbor, Maine, local legend recalls
the day when Walter Cronkite steered his boat
into port. The avid sailor was amused to see in
the distance a small crowd on shore waving
their arms to greet him. He could barely make
out their excited shouts: “Hello Walter, Hello
Walter!”
A Classic Case of Miscommunication
As his boat came closer, the crowd grew larger, still
yelling. Pleased at the reception, Cronkite tipped
his white captain's hat, waved back, even took a
bow. But before reaching dockside, Cronkite's boat
abruptly jammed aground. The crowd stood silent.
The veteran news anchor suddenly realized what
they'd been shouting: “Low water, low water!”
Analysis of Flawed Communication
Process
Analysis of Flawed
Communication Process
Sender
has
idea
Warn
boater
Analysis of Flawed
Communication Process
Sender
has
idea
Sender
encodes
message
Warn
boater
“Low
water!”
Analysis of Flawed
Communication Process
Sender
has
idea
Sender
encodes
message
Channel
carries
message
Warn
boater
“Low
water!”
Message
distorted
Analysis of Flawed Communication Process
Sender
has
idea
Sender
encodes
message
Channel
carries
message
Receiver
decodes
message
Warn
boater
“Low
water!”
Message
distorted
“Hello
Walter!”
Barriers That Caused
Cronkite Miscommunication

Frame of reference

Receiver accustomed to
acclaim and appreciative
crowds.

Language skills

Maine accent makes "water"
and "Walter" sound similar.

Listening skills

Receiver more accustomed
to speaking than to listening.
Barriers That Caused
Cronkite Miscommunication

Emotional
interference

Ego prompted receiver to
believe
crowd
was
responding
to
his
celebrity status.

Physical barriers

Noise from boat, distance
between senders and
receivers.
Which of these barriers could be overcome
through improved communication skills?
Overcoming Communication Barriers

Realize that communication is imperfect.

Adapt the message to the receiver.

Improve your language and listening skills.

Question your preconceptions.

Plan for feedback.
MISCOMMUNICATION IN
PRODUCT EVOLVEMENT
As Marketing Requested It
As Sales Ordered It
As Engineering Designed It
As Production Manufactured It
As Maintenance Installed It
What the Customer Wanted
Facilitating Communication

Positive Attitude

Improve it

Help others in improving theirs

Maintain good relationships

Bring in creativity in communication

Accept the reality of miscommunication and work
to minimize its negative impacts
Message Analysis
Bill, thanks for recomending that I attend the defective righting
seminar at Ross College. It was out standing?
The segment of the seminar I found more useful was the part
explaining how to write from the I-viewpoint. Today’s
business world is vary competitive, an focusing on the sender
can give you the edge you need to maintain favorable relatives.
Youll agree, I’m sure that my massages have improved all
ready. I give you partial credit for the change. Lunch at The
Derby Deli next weak will be my treat.