Effective Communication & Presentation Skills

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Effective Communication & Presentation Skills:

1 Effective Communication & Presentation Skills Dr. Abhijit Phadnis

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 ..:

3 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

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

Purposeful Communication:

12 Purposeful Communication 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 Applications Within the organisation Stakeholders

Effective Communication : Written:

15 Effective Communication : Written Greetings & Salutations Seeking involvement Tone Polite expressions Presentation Closing appropriately Crisp & focused

Care in Written Communication:

16 Care in Written Communication Impersonal Precede by voice communication 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

Effective Communication : Group:

20 Effective Communication : Group Presentation, talk or speech Group Discussions Conversation

Presentation, Speech:

21 Presentation, Speech

PowerPoint Presentation:

22 Man starts thinking from the very first moment that he is born…. Till that very last moment.. Before he stands up to give his presentation !!

Preparation:

23 Preparation Objectives Research audience Identify audience’s objectives Logical structure Simple content Real-life examples Anticipate questions Design visual aids Rehearse aloud

Objectives:

24 Objectives Message Review brief Assess Hidden agenda Purpose: Motivate, inform, persuade ? Identify 3 key messages

Audience Research:

25 Audience Research Who will be there How many will be there Generic groups Why are they coming What are their expectations

Structure:

26 Structure Beginning, middle & end Clarity Short & simple

The beginning:

27 The beginning Used to grab audience’s attention Create acceptance Rehearse opening sentences

Middle:

28 Middle Simple content Visual aids Examples Appropriate & uncluttered slides

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 - Enthusiasm:

30 Delivery - Enthusiasm 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

Mannerisms:

31 Mannerisms 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:

35 Group Discussions

Group Discussions:

36 Group Discussions Encourage Direct Discussions instead of round-about ones Monitoring purpose fulfillment Avoiding overlaps Action plan

Conversation:

37 Conversation

Conversational Skills:

38 Conversational Skills Speak clearly and sincerely Make yourself heard without shouting Don’t interrupt others Say it without hurting others' feelings

Conversation Do’s:

39 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:

40 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:

41 Key words for a polite conversation "Thank You" "Please" "May I…" "Excuse Me" "I'm Sorry"

Listening:

42 Listening Key to communication !

Listening:

43 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 Most effective

Active Listening:

44 Active Listening Single most useful & important listening skill Genuinely interested in understanding the speaker Thinking Feelings Needs Seeking confirmation of understanding Verification or feedback process distinguishes active listening

Barriers to Listening:

45 Barriers to Listening Speaker Volume Body movements that distract Complicated delivery of message Listener Preoccupation Formulating own rebuttal Making judgments about the speaker Not seeking confirmation

Voice:

46 Voice

Using your Voice:

47 Using your Voice Projection Articulation Modulation Pronunciation Repetition Speed

Using your Voice:

48 Using your Voice Breath & Voice Use of lips, teeth, tongue & muscles Mental & physical co-ordination Adding colour & avoiding monotony Pace, pitch, tone

Looking back ..:

49 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