Transcript blcomm_21_a02_bs_enus - Content Delivery Platform

Interpersonal Communication: Targeting Your Message
Presentation & Facilitation Guide
© 2011 SkillSoft Ireland Limited
Introduction and Ground Rules
• Presenter: [enter name of presenter or facilitator].
• Target audience: Individuals who want to develop or refresh their
interpersonal communication skills.
• Goal: To ensure effective communication by targeting the context,
medium, and message for specific receivers.
• Ground rules:
• List ground rules here.
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Agenda
• Course Overview.
• Topic 1: Essential Elements of Targeted Communications.
• Topic 2: Planning Your Communication.
• Topic 3: Delivering Your Message and Getting Feedback.
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Course Overview
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Course Overview
• Good interpersonal communication is essential.
• Communication involves verbal and nonverbal interactions.
• Your approach to communication should depend on context.
• Effective communication can:
• Improve relationships.
• Enhance your success.
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Topic 1: Essential Elements of Targeted Communications
Classify the components involved in an instance of communication.
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Components of Communication
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Sender and Receiver
• Beliefs, values, and personalities.
• Barriers to communication.
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Medium
• Importance:
• Deliver important messages face-to-face or over the phone.
• Use e-mail when you don't need an urgent response.
• Use IM for casual messages.
• Practicality:
• Use phone, e-mail, or IM for long distance communication.
• Use text-based medium for sending data, or keeping records.
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Medium
• Preferences:
• Consider other people's preferences.
• Consider the organization’s established communication process.
• Receiver's communication style:
• What medium does the receiver respond best to?
• Feedback:
• Consider the urgency of feedback requirements.
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Contextual Factors
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Contextual Factors
•
Language.
•
Assumptions.
•
Willingness to engage.
•
Tone of voice, volume, rate.
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Contextual Factors: "Noise"
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•
Distracting sounds.
•
Faulty hearing.
•
Mispronunciation.
•
Errors in transferring message.
Message
• Each message has a specific purpose.
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Message
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Feedback
•
Response to message: either positive or negative.
•
Helps the sender make adjustments.
•
Important during and after communication.
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Discussion
Think about a recent message you delivered. Can you identify the five
components of the communication model in your message, and what
variables affected each component?
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Components of Communication
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Practice
Why do you think it's important to plan and target your messages carefully?
A. Each receiver may react differently to a particular message.
B. Proper planning allows you to use the communication medium you're
most comfortable with.
C. Targeting your message guarantees that your receiver will understand it.
D. Identifying the purpose of your message helps you to construct the
message in a clearer way.
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Components of Communication
Proper planning can improve communication skills.
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Practice
Mario is too ill to go to work. He wants to inform his manager, Jim.
Match each of the components of the communication model to an example of it in
this situation.
Components
Examples
A.
B.
C.
D.
E.
F.
___
___
___
___
Receiver.
Medium.
Contextual factor.
Message.
Feedback.
Sender.
Jim.
Mario.
Telephone call.
"I'm really ill, so I'm afraid I won't be coming
in to work today."
___ "Thanks for letting me know. Get well soon."
___ The time is 8:00 a.m.
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Topic 2: Planning Your Communication
• Match questions to examples of information they yield in a receiver
analysis.
• Determine appropriate media and context variables for a given
communication.
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Planning Your Communication
Create and deliver targeted messages:
1. Analyze the receiver.
2. Plan the context.
3. Plan and deliver your message.
4. Get feedback.
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Analyzing the Receiver
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Responsibilities and Interests
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•
Consider work responsibilities.
•
Consider political interests.
•
Personalize your communication.
Knowledge Level
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Knowledge Level – Example
John, the managing editor of a newspaper, is disappointed with a draft article that
Todd submitted. Todd used to be the newspaper's IT technician, and is now trying
his hand at writing. Follow along as John and Todd discuss problems with the article.
John (disappointed): Todd, I'm afraid there are a lot of problems with your draft
article on open-source technology. It seems to be incomplete.
Todd (confused): I'm not sure what you mean. I used the sources you gave me and I
think I covered all the major points in your brief.
John (surprised): Yes, but what about the basics? There's no infographic and no
nutgraph. There aren't even any cutlines for your screenshots! And where are the
pull quotes? In May, I sent all the journalists that report about how essential pull
quotes are to a piece.
Todd (defensive): I only started writing for the company in July. Also, I don't think I
understand what you're saying. I'll have to ask another writer to help me with this.
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Practice
Which basic questions has John failed to ask?
A. What information does the receiver have?
B. What information does the receiver require?
C. What jargon is the receiver familiar with?
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Knowledge Level
Messages should:
•
Contain exactly the information
required.
•
Be in a form the receiver will
understand.
•
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Exclude irrelevant details.
Preferences
• What's the most suitable medium?
• Receiver's preference should affect how you develop the content.
• Messages can be framed in different ways, such as:
• Presenting it in story or anecdote form.
• Speaking to receiver's emotions.
• Laying out the facts and figures.
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Discussion
Think about a recent message you received. Do you think the sender
sufficiently analyzed you when planning the message?
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Practice
You want to ask one of your busiest clients for feedback regarding your company's
performance. Before sending your message, you analyze the receiver.
Match the questions to the information they can draw out. Each answer may match
with more than one question.
Questions
A. Which presentation style
makes the most effective
impact on the receiver?
B. What information does the
receiver have?
C. What information does the
receiver require?
D. What are the receiver's
interests?
Answers
___ The reader responds best to
predesigned formats, such as surveys.
___ The receiver is a middle manager at his
company.
___ The receiver has liaised with you
throughout the year, and has access to
all the information about projects that
you've done for his company this year.
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Planning the Context
• Match medium and context to target receiver.
• Two factors to consider:
• Importance of message.
• Receiver.
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Importance of a Message
• Required impact.
• Presentation style.
• Interactivity.
• Information retention.
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Communication Medium
Which medium or combination of media?
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Contextual Variables
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Practice – Case Study Info
You're a sales manager at a marketing company. You're trying to secure
a project to promote a major sporting event, which begins in six months'
time. The project is critical to your company, so you want to make your
best effort to convince the client – who is located in your city – to choose
your company over other promoters.
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Practice
Which medium is best for the situation?
A. A telephone call.
B. A formal in-person presentation.
C. An e-mailed proposal.
D. A DVD that combines a written report with full color graphics and
animation.
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Practice
Which plan of action outlines the best setting and timing for the
communication?
A. Schedule a meeting at the client's offices for the following week.
B. Schedule a meeting at your offices one month before the sporting event.
C. Schedule a lunchtime meeting at a fancy restaurant for the following day.
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Topic 3: Delivering Your Message and Getting Feedback
Deliver a targeted message and ensure that it is understood, in a given
scenario.
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Planning and Delivering a Message
Messages should be:
•
Clear, concise, and logical.
•
Targeted based on your analysis
of the receiver.
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Practice
A new employee, who is a technical novice, is having trouble with job-specific
software. He has requested assistance from the company's computer technician. To
learn more about the case before visiting the employee, the technician writes the
employee an e-mail.
Which message is appropriate for the receiver?
A. This has happened before. What DLLs are missing? What does the installation
log say? Get me the information by 3:00 p.m. today. I don't work on these issues
without the background information.
B. We've had this kind of trouble before. Please send me a list of the missing DLLs,
as well as the installation log.
C. Scott has had the same problem before. Ask him to help you get a list of the
missing dynamic link library (DLL) files, as well as the program's installation log.
It shouldn't take more than five minutes.
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Planning a Message
Common strategies:
• Most to least critical.
• Problem to solution.
• Big to small picture.
• Compare or contrast.
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Discussion
Think about a recent message you delivered pertaining to a business
decision or a project you're working on. What strategy did you use to
relay the information to the receiver?
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Practice
Match each strategy for structuring a message to the situation in which its use is
most appropriate.
Strategies
A. Most to least critical.
B. Problem to solution.
C. Big to small picture.
D. Compare or contrast.
Situations
___ You want to propose a change in a
manufacturing process to company
executives.
___ You want to suggest a strategy for
improving poor performance to a team of
sales representatives.
___ You want to suggest adopting a new
advertising strategy that has worked well
for one of your company's competitors.
___ You need to outline customer requirements
to a product development team.
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Delivering a Message
• Appropriate time and setting.
• Considerations for delivery in person or via video link-up:
•
Make good eye contact.
•
Speak clearly.
•
Watch your body language.
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Get Feedback
1. Check initial feedback.
2. Ask questions.
3. Ask for summary.
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Get Feedback – Example
Adam is a newly appointed online journalist. His team leader, Wendy, is
explaining the process for posting news stories. Follow along as Wendy gets
feedback from Adam.
1. Responses: During the training session, Adam is slumped in his chair. He
periodically responds by nodding his head or saying "OK."
2. Questions: To check Adam's understanding of the web site approval process,
Wendy asks him whether he's clear on how stories are approved. Adam
responds with "Yes...I think so."
3. Summary: Wendy's not certain that Adam has been paying attention to the
final piece of training. She asks him to repeat the steps of the web site approval
process. Adam stumbles over his response, failing to repeat the steps accurately.
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Practice
You've just relayed some important instructions to Tim, a senior team member. His
body language indicates that he didn't fully comprehend the message. You then ask
Tim a question, but you're still not certain that he has understood the message
completely.
What should you do next?
A. Ask Tim more questions to probe his understanding.
B. Observe Tim's body language to see if he appears to have
understood the message.
C. Ask Tim to summarize your message in his own words.
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Discussion
Suppose you're a project manager at a software development company and
you need to discuss a new business idea with Bill, a manager in your
company. Use the Learning Aid "Scenario for the RolePlay" to obtain
background information and then discuss what you think is the best strategy
you can use to deliver the message.
Can you think of any other factors that need to be taken into account when
delivering the message?
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Wrap-up / Q&A
• Topic 1: Essential Elements of Targeted Communications.
• Classify the components involved in an instance of communication.
• Topic 2: Planning Your Communication.
• Match questions to examples of information they yield in a receiver analysis.
• Determine appropriate media and context variables for a given communication.
• Topic 3: Delivering Your Message and Getting Feedback.
• Deliver a targeted message and ensure that it is understood, in a given scenario.
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