Effective Communication & Presentation Skills: 1 Effective Communication & Presentation Skills Dr. Abhijit Phadnis www.abhijitphadnis.com Please click on audio icon to listen to a commentary on each slide >
PowerPoint Presentation: About the Author Dr. Abhijit Phadnis B. Com, ACMA, ACA, ACS, CFA, PhD (IITB) Dr. Abhijit Phadnis is a Chartered Accountant, Cost Accountant, Company Secretary and Chartered Financial Analyst, with a high all-India rank in all these examinations; having stood 11 th , 2 nd , 1 st and 3 rd respectively. He was also awarded a Ph.D. by IIT, Mumbai, and his thesis has been published by a German academic publisher for sale globally. He is a rank-holding graduate in Commerce, from the University of Mumbai. Abhijit began teaching management students in 1985. He has conducted over 250 executive education programs for over 40 reputed Indian companies, and has always received outstanding feedback for his teaching skills. One consistent feedback from all the participants is that Abhijit makes complicated things simple! Currently, Abhijit is a visiting faculty with the School of Management at IIT, Mumbai. Abhijit blends his teaching with a lot of practical insights, obtained through his 28-year professional and consulting career. He has worked for reputed firms like Johnson & Johnson, Grindlays Bank as well as for two Swiss Banks - UBS & Credit Suisse. He was a Director with the Indian subsidiaries of these two banks and was in-charge of all the business support functions in India. He has also served on the Board of a reputed co-operative bank. Apart from stints in the corporate world, Abhijit has served on the Academic Council and Board of Governors of The Institute of Chartered Financial Analysts of India. Abhijit has also been very active socially.
Why should we be conscious of communication ..: Why should we be conscious of communication .. Communication builds our image Relationship enhancer Potent tool for getting things done Essential aspect as you move up the ladder Opens up opportunities for progress 3
PowerPoint Presentation: 4 “One of the most common complaints that employees have about their organization is lack of effective communication. Regardless of what level position an individual holds, most would say that they would be happier if their company's communication system were improved”
Inadequate / Improper communication: 5 Inadequate / Improper communication Misunderstandings Speculation Tensions & Strife Cracks in team work Can affect pride of people Lower efficiency
Coverage : 6 Coverage Communication process Communication through different media Communication with a purpose Written Communication Voice Communication Communicating to groups: presentation Listening skills Nurturing your voice
Communication: 7 Communication Is a method to convey: Thoughts, Ideas Instructions, message, tasks Emotions, Feelings Through various media: Spoken words Written Gestures Touch
Communication Process: 8 Communication Process Communicator Receiver Message Feedback
Key success factors: 9 Key success factors Mindsets Channel clarity Listening ability Communicator’s skills ‘Noise’ / ‘Distortions’ Levels Media
Communication .. Practical aspects: 10 Communication .. Practical aspects Live One-to-one Group Audio-visual media One-to-one Group Written Audio only
Advantages & Disadvantages: 11 Advantages & Disadvantages Personal Touch Effective-ness Negative Effects Feedback Live High High Low Instant Audio-visual High Medium Medium Instant Audio only Medium Relation-ship driven Medium to High Instant / Slow Written Low to Medium Relation-ship driven Medium to High Slow
Communication should be purposeful: 12 Communication should be purposeful Clarity of objectives Appropriateness of media chosen Understanding psychology of the receiver Anticipating reactions Combination of media Timing
Written communication: 13 Written communication
Written Communication: Purposes: 14 Written Communication: Purposes Customer Response Soliciting business Responding to queries Within the organization External stakeholders
Effective Communication : Written: 15 Effective Communication : Written Greetings & Salutations Seeking involvement Positive Tone Polite expressions Presentation Closing appropriately Crisp & focused
Care in Written Communication: 16 Care in Written Communication Impersonal Precede by voice communication, if possible Avoid controversial aspects as far as possible
Voice Communication: 17 Voice Communication
Effective Communication : With voice: 18 Effective Communication : With voice Self-confidence Enthusiasm Tone Voice Delivery Emotions Listening & responding Alertness
Answering Phones: 19 Answering Phones No more than 3 rings ! Announce yourself Greetings Sounding polite Speak clearly Avoid overlapping
Presentation, Speech: 20 Presentation, Speech
PowerPoint Presentation: 21 “Man starts thinking from the very first moment that he is born, till the very last moment. The only exception is when he stands up to give his presentation !!”
Preparation: 22 Preparation Objectives Research audience Identify audience’s objectives Logical structure Simple content Real-life examples Anticipate questions Design visual aids Rehearse aloud
Objectives: 23 Objectives Message Review brief Assess Hidden agenda Purpose: Motivate, inform, persuade ? Identify 3 key messages
Audience Research: 24 Audience Research Who will be there How many will be there Generic groups Why are they coming What are their expectations
Structure: 25 Structure Beginning, middle & end Clarity Short & simple
The beginning: 26 The beginning Used to grab audience’s attention Create acceptance Rehearse opening sentences
Middle: 27 Middle Simple content Visual aids Examples Appropriate & uncluttered slides
End: 28 End Sum-up Key messages Feedback Concluding remarks
Dress Code: 29 Dress Code Wear comfortable, loose-fitting clothes Avoid black & white & other strongly contrasting colours Try & dress one step above the audience Check zips & buttons before standing up
Delivery: 30 Delivery Belief & Enthusiasm Consciously use your eyes & eyebrows to communicate enthusiasm Always keep a sparkle in your voice Fight boredom of repetitive sessions by using anecdotes
Conduct & mannerism: 31 Conduct & mannerism Don’t be tempted by manual props ( pens, pointers, spectacles, etc ) Don’t keep loose change in your pocket Be aware of your verbal tics & work on eliminating them (i.e. ‘OK!’ – ‘You know’ – ‘and so forth’ – ‘Now….’) Watch out for furniture! Avoid ‘closed’ or tensed body positions
Lighthouse Technique: 32 Lighthouse Technique Sweep the audience with your eyes Provides a personal touch Avoid looking at one member of the audience, or a fixed point on the wall or floor A blank spot
Facilitating Discussion -Lubricators: 33 Facilitating Discussion -Lubricators VERBAL ‘I see’ ‘Ah, ah’ ‘That’s interesting!’ ‘Really?’ ‘Go on!’ ‘Tell me more about that’ NON-VERBAL Nodding Constant eye contact Leaning forward Stepping aside Raising eyebrows
Delivery – Some tips: 34 Delivery – Some tips Don’t keep your eyes on your notes Never read anything except quotations Exaggerate body movements & verbal emphasis Perform (don’t act) Pause often Use humour; a laugh is worth a thousand frowns! Don’t keep your hands in the pockets - that distracts the participants
Group Discussions & Conversations: 35 Group Discussions & Conversations
Group Discussions: 36 Group Discussions Make the point straight rather than in a round-about way Monitoring purpose fulfillment Avoiding overlaps Action plan
Conversational Skills: 37 Conversational Skills Speak clearly and sincerely Make yourself heard without shouting Don’t interrupt others Say it without hurting others' feelings
Conversation Do’s: 38 Conversation Do’s Look at the person or people you are talking to If you haven't met before, introduce yourself and ask their name Use a person's name when talking to them Ask questions when you don't understand something Stick to the subject Say nice things about people and praise those who deserve it It's fine to disagree, but disagree politely
Conversation Don’ts: 39 Conversation Don’ts Don't look elsewhere, or wander off while someone else is talking Don't listen to conversations you aren't part of Don't interrupt when someone else is talking Don't whisper in front of another person Don't say mean things about others Don't ask personal questions Don't point or stare Don't argue about things that aren't important
Key words for a polite conversation: 40 Key words for a polite conversation "Thank You" "Please" "May I…" "Excuse Me" "I'm Sorry"
Listening: 41 Listening Key to communication !
Listening: 42 Listening Response & Feedback .. A critical part of communication Speaking is only half part, the other is listening Listening types Competitive or combative listening Passive Listening Active Listening
Active Listening: 43 Active Listening Single most useful & important listening skill Genuinely interested in understanding the speaker Seeking confirmation of understanding Verification or feedback process distinguishes active listening
Barriers to Listening: 44 Barriers to Listening Speaker Volume Body movements that distract Complicated delivery of message Listener Preoccupation Formulating own rebuttal Making judgments about the speaker
Voice: 45 Voice
Using your Voice: 46 Using your Voice Projection Articulation Modulation Pronunciation Repetition Speed
Looking back ..: 47 Looking back .. Communication critical to human life.. Communication implies reaching people Double-edged sword Handle it with care ! Opens opportunities for progress Tone your voice