Transcript amit mendiratta Communication Skills

Communication Skills
Who have you met in recent years who
seemed to have a problem with
communications in some way? What was
it?
Name:
Type of problem:
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Exercise 1a
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Now what about some good
communicators you’ve met personally?
Who are they? Can you sum up what
impressed you?
Name:
Ability to:
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Exercise 1b
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Exercise 1c
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Choose five communication events from the
last 48 hours. It could have been a discussion
with someone, a brief meeting, a phone call,
talk and so on.
Who
Medium
Purpose/s
Result & Comment
Citibank
Phone
Make them
reverse the late
payment charge
Had a heated argument over
the reason.
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Ended up canceling my card.
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3 areas:
◦ Face-to-face- meetings, public speaking
◦ Technology – writing, phone, web conf
◦ Knowing Yourself
Communication
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Your audience
 Your communication
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Face-to-face: basics
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Audience
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Who is the
What does
What does
What does
audience?
it want?
it fear?
it care about?
The “So What” monster?
Face-to-face basics:
Your Audience
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Keep it clear
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Opening
Introduction
Key points and examples
Closing remarks
The “Mind Lock” Monster
Face-to-face basics:
Your Communication
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The communication
spoiler:
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Know-all
Interrupt
Ramble
Solo-artist
Ego
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The communication
maker:
◦ Listen! Listen! Listen!
◦ Use simple concrete
language
◦ Use first person
◦ Kill fillers
◦ Be specific
◦ Full stop
Face-to-face:
The
“King”
monster
Group Meetings
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What is my main message?
Why am I saying it?
Who is it for?
What outcome do I want?
Are the facts in place?
Is the required action clear?
Face-to-face:
Group Meetings
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Know your message
Know your audience
Structure your
material
Be brief
Summarize
Give conclusion or
recommendations
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Supply facts
Make numbers
comparative
Avoid jargon,
remove clichés
Use graphics
Check
Spelling/grammar
Technology:
Written
The spectacled monster
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
Write an email to the HR head of Widget
Corporation, inviting them to visit your
college for placements
(20 min)
Exercise 3c
Invitation Email
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What do I want to say?
 Why do I want to say it?
 Why is it important- to me and to them?
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Written:
Know your message
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Does the audience need:
◦ Fact, opinion, inspiration, instruction, comfort,
censure, support, entertainment
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Is the audience:
◦ Conventional/un, educated/un, old/young,
sophisticated/un, hungry for facts
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Will the audience:
◦ Understand your subject, find it interesting,
want to know more, need telling what to do
Written:
Know your Audience
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Arrange different parts of the whole
message
◦ Introduction
◦ Development
◦ Conclusion
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The 100-word mantra
Written:
Structure
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Keep sentences and paragraphs short
◦ Sentence – not more than 20-25 words
◦ Paragraphs- not more than 14-18 sentences
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Special importance on first paragraph
Written:
Brevity
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Essential for longer texts such as reports
 Summary text should meet this criteria:
My reader MUST know this
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Written:
Summarize
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What you want to happen
 Call to action or even inaction
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Written:
Give Conclusions or Recommendations
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Give factual evidence to support your
analysis, conclusion, recommendation
 Tips
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Choose relevant facts
Distinguish between facts and assertion
State assumptions
Support facts with extra material/examples, if
necessary
Written:
Supply Facts
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Tips
◦ Numbers rounded and simple
◦ Few numbers so that pattern is apparent
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Ex:
◦ This version of software has 252 bugs.
◦ This version of software has 252 bugs against
512 in the last version and 568 before that.
◦ Version 2.1
Version 2.2
Current
570
510
Written:
Make numbers comparative
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250
Written:
Use Graphics
600
500
400
300
Defects
200
100
0
Version
2.1
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Version
2.2
Current
Version
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Write 12 most common words in your
specialist area and try replacing them
with sensible alternatives
Written:
Avoid Jargon
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Use spell and grammar checker!!
 Avoid
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Complex words
Jargon
Over-used words
Passive voice
Written:
Check Spelling/Grammar
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Communication Style Inventory (CSI)
Johari Window
Locus of Control Inventory (LCI)
Personal Effectiveness Inventory (PEI)
Interpersonal Needs Inventory (INI)
Transactional Styles Inventory (TSI)
Knowing Yourself
The doubting monster
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