Transcript Lecture-27 dated 28 Dec. 2013

Development Planning and
Administration
MPA – 403
Lecture 27
FACILITATOR
Prof. Dr. Mohammad Majid Mahmood Bagram
Reflections
Effective Communication Skills for
Planners & Administrators - II
Myths and Realities
about the nature of communication
Myths and Realities
Myth #1:
We communicate only when we intend to.
Myths and Realities
Myth #1: We communicate only when we
intend to.
Reality:
We frequently send messages we
are not aware of.
Myths and Realities
Myth #2:
We communicate as if words
themselves had specific meanings.
Myths and Realities
Myth #2: We communicate as if words
themselves had specific meanings.
Reality:
Words do not have specific
meaning; meanings are in people.
Myths and Realities
Myth # 3:
Communication is a one-way
activity of TELLING people
something.
Myths and Realities
Myth # 3:
Communication is a one-way activity
of TELLING people something.
Reality:
Communicating is a two-way activity
in which feedback is vital.
Myths and Realities
Myth # 4:
You can give others too much
information.
Myths and Realities
Myth #4:
You can give others too much
information.
Reality:
Information overload can be just as
much of a problem as not having
enough information.
Forms of
Communication
FORMS OF COMMUNICATION
Verbal Communication: The
sharing of information by means
of words, either spoken or
written.
Nonverbal Communication:
The sharing of information by
means of facial expressions,
body language, and mode of
dress.
WHY COMMUNICATE?
To convey information
To receive information
To gain acceptance for you or your ideas
To motivate other people
To maintain relationships with coworkers, clients, etc.
To establish trust
To produce action or change
To understand the wants and needs of your stakeholders
To express your emotions or feelings
COMMUNICATION DIRECTIONS
• Communication occurs in 4 directions in organizations:
– Upward communications
– Downward communications
– Lateral communications
– Diagonal communications
EFFECTIVE COMMUNICATION
• WHAT you say is not nearly as important as
HOW you say it!
• A dull message delivered by a good
communicator will be accepted as brilliant.
• An excellent message delivered by someone
who is not interested in the topic, will not take
the attention of its audience.
Written
Communication
TYPES OF WRITTEN COMMUNICATION
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Letters
Memos
Minutes of meetings
Reports
Feasibility studies
Emails
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Web-based documents
Instructions
Questionnaires/surveys
Promotional material
Employment contracts
Other documents
Listening Skills
HEARING & LISTENING
Hearing:
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Hearing occurs when your ears pick up sound waves
being transmitted by a speaker.
Hearing is an INACTIVE, INVOLUNTARY
process.
Listening:

Listening involves recognizing, understanding
and accurately interpreting messages received.

Listening is an ACTIVE, VOLUNTARY process
which requires ENERGY.
Listening Guides at the Workplace
Stop talking. You cannot listen if you are talking
Think before you speak
Show the talker that you want to listen.
Remove distractions.
Be patient.
Hold your temper.
Go easy with arguments and criticisms.
Keep an open mind
Postpone judgment
Be alert and in the present
Ask questions to show interest.
Presentations
People judge your presentation
based on how you present
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CHARACTERISTICS OF SPEECH

Pitch (how high or low the voice is)
 Tempo (rate of speaking)
 Rhythm (timing and emphasis on words)
 Articulation (how clearly words are
pronounced)
TYPES OF PRESENTATIONS
Present project proposals or updates
Deliver oral briefings and advice
Inform colleagues of workplace procedures
Provide one-to-one or group instructions
Online presentations
Report on team meetings
Promote your organisation’s products & services
TIPS FOR SUCCESSFUL
PRESENTATIONS
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Relax before presentation.
Know your material.
Visualize yourself giving your speech.
Know the room.
Know the audience.
Realize that people want you to succeed.
Don't apologize.
Concentrate on the message - not the medium.
Practice builds confidence.
EFFECTIVE COMMUNICATION
DOs and DON'Ts
 DO be direct, courteous and calm
 DON'T be rude and pushy
 DO acknowledge that what works for you may not work
for others
 DON'T make personal attacks
 DO say main points first, then offer more details if
necessary
 DON'T expect others to follow your advice or always agree
with you
 DO listen for hidden feelings
 DON'T suggest changes that a person can not easily make.
COMMUNICATION FEEDBACK
We may say that communication has occurred
only when the message has been understood.
Understanding occurs in the mind of the
receiver.
Feedback is critical to ensure that accurate
understanding of the message has occurred.
REASONS FOR
COMMUNICATION FAILURE
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Info overload.
Message complexity.
Differing status.
Lack of trust.
Unethical communication.
Incorrect choice of medium.
SKILLS OF A GOOD PLANNERS &
ADMINISTRATORS
Speak and Write Clearly
Listen Actively
Give Feedback
Make Eye Contact
Avoid Interrupting
Respect the Views of Others
Ask Questions
Use Appropriate Body Language
Final thoughts
Any problem, big or small, always seems to start
with bad communication. Someone isn't listening.
Planners & Administrators having effective
communication skills can set benchmarks in the
world
Thank you
for your kind attention!
FACILITATOR
Prof. Dr. Mohammad Majid Mahmood Bagram