Transcript Effective Presentations Skills

Improving Communication
Skills
A Thought
A man is seldom better than his conversation
- German Proverb
Siliguri Branch, EIRC - ICAI
18 July 2004
Communication Skills Overview
Effective communication skills are a
critical element in your career and
personal lives.
We all must use a variety of
communication techniques to both
understand and be understood.
Siliguri Branch, EIRC - ICAI
18 July 2004
What is Communication?
Communication is the process of sending and
receiving information among people…
Feedback
sender
receiver
Encode
SENDER
Siliguri Branch, EIRC - ICAI
Medium
Decode
RECEIVER
18 July 2004
Most common ways to communicate
Writing
Siliguri Branch, EIRC - ICAI
18 July 2004
Communication Goals
To change behavior
To get and give
Information
To persuade
Siliguri Branch, EIRC - ICAI
To get action
To ensure understanding
18 July 2004
Distortions in Communication
Siliguri Branch, EIRC - ICAI
18 July 2004
We need to improve communication... as
70 % of our communication efforts are:
 misunderstood
 misinterpreted
 rejected
 distorted or
 not heard
6 people talking in a 2 people conversation!!
Siliguri Branch, EIRC - ICAI
18 July 2004
Critical success factor
The majority of your perceived ability comes from
how you communicate
55% Tonal
38% Visual
7% Verbal
93% of all Communication is non verbal - SKILL
Siliguri Branch, EIRC - ICAI
18 July 2004
Listening and Speaking are used a lot…
50%
45%
45%
40%
35%
30%
30%
25%
20%
16%
15%
10%
9%
5%
0%
Writing
Siliguri Branch, EIRC - ICAI
Reading
Speaking
Listening
18 July 2004
… But not taught enough
50%
45%
45%
40%
35%
30%
30%
25%
20%
16%
15%
10%
9%
5%
0%
Writing
Siliguri Branch, EIRC - ICAI
Reading
Speaking
Listening
18 July 2004
Common Communication Errors:
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Finishing others’ sentences
Preparing our response before someone has
completed speaking
Multitasking while ‘listening’
Filtering content or meaning based on the
speaker
Speaking for others (we…)
Siliguri Branch, EIRC - ICAI
18 July 2004
A Good Algorithm
Communication is a two way process!
In order to have good communication:
 Listen to Understand
 Understand before speaking
 Speak to be understood
 Seek understanding before proceeding
 Repeat
Siliguri Branch, EIRC - ICAI
18 July 2004
How can it be improved
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Recognition
Pavlov study
Not being judgmental
Stop egocentric communication
Siliguri Branch, EIRC - ICAI
18 July 2004
What today’s workshop can achieve
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Provide ‘knowledge’ about communication
Give insight on ‘skills’ needed
Suggest ways of going about it
What you need to do:
 Learn the tools
 Take up every opportunity
 Practice, Practice, Practice!
Siliguri Branch, EIRC - ICAI
18 July 2004
Observe
PARIS
IN THE
THE SPRING
GOD IS NOWHERE
Siliguri Branch, EIRC - ICAI
18 July 2004
Why is communication important
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Inspires confidence
Builds respect in business and social life
Helps make friends
Develops a distinct personality
Reveals your ability to others
Siliguri Branch, EIRC - ICAI
18 July 2004
Essentials of good communication
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Knowledge
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Organising your thoughts
Participating in discussions
Body Language
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Spontaneity in conversation
Level of conversation
Show v Tell
Being a good listener
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Listening v hearing
Siliguri Branch, EIRC - ICAI
18 July 2004
How to be an active listener
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Set the stage
Ensure mutual understanding
Understand body language
Suspend judgment
Behaviors that hinder effective listening
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Act distracted (look at your watch!)
Tell your own story without acknowledging theirs
Give no response
Invalidate response, be negative
Interrupt
Criticize
Siliguri Branch, EIRC - ICAI
18 July 2004
Techniques to improve listening skills
SUMMARIZE
PARAPHRASE
Restate what was
said in your own
words
Pull together
the main points
of a speaker
QUESTION
Challenge speaker
to think further,
clarifying both your
and their
understanding
Siliguri Branch, EIRC - ICAI
18 July 2004
Two basic types of questions
1. Closed questions:
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Get a one-word response and inhibit thought.
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Questions begin with who, when and which
2. Open-ended questions:
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Invite unique thought, reflection or an explanation.
Questions begin with how, what and how come (not why!).
Siliguri Branch, EIRC - ICAI
18 July 2004
Practice Questioning
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Rephrase the following closed questions to
make them open-ended:
1.
Are you feeling tired?
Isn’t it a nice day?
Was the last activity useful?
Is there anything bothering you?
So everything is fine, then?
2.
3.
4.
5.
Siliguri Branch, EIRC - ICAI
18 July 2004
Adding colour to communication
Siliguri Branch, EIRC - ICAI
18 July 2004
Adding colour to communication
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Images – Describe,
relive
Show, don’t tell
Use audience’s senses
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Sight
Sound
Touch
Taste
Smell
Siliguri Branch, EIRC - ICAI
18 July 2004
Improving communication
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Don’t use cliches
Brevity
Sincerity
Don’t praise yourself
Avoid argument
Be tactful
Silence
Enunciation
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Clear, loud, syllables. Flexibility of tone
Siliguri Branch, EIRC - ICAI
18 July 2004
Practice
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For distinct enunciation, every word, every syllable,
every sound, must be given it proper form and value.
Think of the mouth chamber as a mold, in which the
correct form is given to every sound.
Will you please move your lips more noticeably?
The teeth should never be kept closed in speech.
Through practices, we can learn to speak more
rapidly, but still with perfect distinctness
Siliguri Branch, EIRC - ICAI
18 July 2004
Ways to gain effective conversation
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Good use of English – avoid errors
Improved vocabulary – overlook v oversee
Avoid old phrases
Use humour
Add interesting story
Improve clarity of voice – practice
Siliguri Branch, EIRC - ICAI
18 July 2004
Public Speaking
What does the graphic tell you about
this speaker
Siliguri Branch, EIRC - ICAI
18 July 2004
The 5-P‘s
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Prior
Preparation
Prevents
Poor
Performance
Siliguri Branch, EIRC - ICAI
18 July 2004
From effective conversation to speech
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Overcoming Fear
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Idea of speech
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Know your subject
Know the audience
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#1 fear
Target their interest
Organising the speech
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Tell them…
Siliguri Branch, EIRC - ICAI
18 July 2004
Developing Your Presentation
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What is your goal?
Research your topic
Develop an outline
Create or locate learning aids
Siliguri Branch, EIRC - ICAI
18 July 2004
AIDA
ttention
POWERFUL opener
CLEAR connector
nterest
MAIN BODY
esire
ction
Siliguri Branch, EIRC - ICAI
POWERFUL close
18 July 2004
AIDA
ttention
nterest
esire
ction
Siliguri Branch, EIRC - ICAI
Establish credentials
(Me, You, What)
Key point
Create +ve expectations
Paint the future benefits
WIFM
The
Thefacts
facts
 3
 advantages
 benefits
Me, You, What
is required
18 July 2004
Developing Your Presentation
Making the Presentation Interesting
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Informative
Fun
Variety
Energy
Audience Interaction
Siliguri Branch, EIRC - ICAI
18 July 2004
Practicing Your Presentation
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Simulate the
presentation setting
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Practice aloud
Practice standing up
Time your presentation
Memorize your opening
few sentences
Watch yourself in a
mirror
Siliguri Branch, EIRC - ICAI
18 July 2004
Presenting
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Stage fright
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Feelings follow action
Talk ‘to’, not ‘at’
Eye contact
Don’t judge your audience
Pause
Volume
Pace
Siliguri Branch, EIRC - ICAI
18 July 2004
Summary
He who fails to prepare, prepares to fail!
Siliguri Branch, EIRC - ICAI
18 July 2004
Thank You
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