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Management excellence
Page 1
Welcome to Management
Excellence course
Page 2
Section 6
Communication
Page 3
Communication
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Page 4
Communication Process.
Ways of Communication.
Factors influencing communication.
Barriers to communication.
Poor listening habits.
Active listening skills.
Gaining commitments.
Team presentations.
What is my communication style.
Managing meetings.
Delegations.
The Communication Process
Message
NOISE
Response/Feedback
Source
Page 5
Encoding
Decoding
Receiver
Ways of Communication
1- One-Way
(Memo, Fax, E-mail, Voice mail, letter)
2- Two-Way
(Phone call, In person)
3- Group (Transactional)
(Meetings, Parties,…)
Page 6
Factors Influencing Communication
Sender
Objectives
Attitudes
Values
Motives
Age
Memories
Experiences
Education
Personality
Page 7
Message
Feedback
Receiver
Objectives
Attitudes
Values
Motives
Age
Memories
Experiences
Education
Personality
Barriers to Communication
 Environmental Barriers
 Verbal Barriers
 Interpersonal Barriers
Page 8
Two Obstacles to Effective
Interpersonal Communication
• DEFENSIVENESS
• DISCONFIRMATION
Page 9
Poor Listening Habits
 Not paying attention
hearing but not listening
 Rehearsing
 Interrupting
 Hearing what is expected
 Feeling defensive
 Listening for a point of disagreement
Page 10
Active Listening Skills
o Make eye contact
o Exhibit affirmative head nods and appropriate
facial expressions
o Avoid distracting actions and gestures
o Asks questions
o Paraphrase
o Avoid interrupting the speaker
o Don’t over talk
Page 11
Feedback
1. Clarity
2. Emphasize the positive
3. Be specific
4. Focus on behavior rather than the person.
5. Refer to behavior that can be changed.
6. Be descriptive rather than evaluative.
7. Own the feedback
8. Generalizations
9. Be very careful with advice
Page 12
Team
Presentations
Page 13
Overcoming Speaking Anxiety In
Presentations
 Know the room
 Know the Audience
 Know Your Material
 Learn How to Relax
 Visualize Yourself Speaking
 Realize People Want You To Succeed
 Don't apologize For Being Nervous
 Concentrate on Your Message - not the medium
Page 14
How to Deal With A Hostile
Audience

Listen carefully to the question & repeat it aloud.

Answer directly. Look directly at the person asking the question.

Refer to your Speech.

Anticipate areas of questioning (play the devil’s rule).

Be friendly, always keep your temper.

Always tell the truth.

Treat two questions from the same person as two separate questions.

Don't place your hands on your hips or point at the audience.

Keep things moving.

Conclude smartly.
Page 15
What’s My Communication Style
Page 16
What’s my communication style?
1. Read each statement carefully.
2. Choose the statement ending that most closely
represents your style of communicating.
3. Circle the letter you chose on the Response Form
that will be distributed to you.
Page 17
Scoring WMCS?
1. Count the number of times you circled each style
shape and place those totals in the corresponding
Communication Style Totals shapes
2. Copy the Communication Style Totals into the
corresponding style shapes of Chart 1: My
Communication Style Profile.
Page 18
Forms of communication
• Verbal : The word we use is determined to a great degree by our
communication style.
• Paraverbal : the way in which something is said is called paraverbal
communication. It is not just the words we say but the way we say
them that communicates meaning.
• Body Language : the way we stand, the way we shake hands, and the
way we maintain eye contact are all forms of body language.
• Personal space : whether your work or home space is cluttered or
neat, organized, communicates to others what your priorities are
and what type of person you are. This is usually a function of your
communication style.
Page 19
WMCS Behavior Chart
Page 20
Communication Style Strengths
Page 21
Communication Style Trouble Spots
Page 22
Meeting
Management
Page 23
Managing Meetings
 Selecting Participants
 Developing Agendas
 Opening Meetings
 Establishing Ground Rules for Meetings
 Time Management
 Evaluations of Meeting Process
 Evaluating the Overall Meeting
 Closing Meetings
Page 24