Presentation and Communication Skills Course Code : 10B11PD111 Course Credit : 3 Contact hours : 3

Listening is the key to effective communication.

Difference between Presentation and Communication

exchanged between people What is communication? It is the process by which meanings are exchanged between people through the use of common set of symbols.

Definition Presentation “Something set forth to an audience in a formal environment for the attention of the mind to get a desired effect”

Importance of Communication Getting jobs you want Gaining Promotions Providing Leadership Being productive on the job Relating Positively to Others Assuring the Success of your Organization

7 Cs of Communication Completeness Conciseness Consideration Concreteness Clarity Courtesy Correctness

The 7 Cs of Communication COMPLETENESS Please meet me. (check for ‘5 W’ questions) CONCISENESS in close proximity to (avoid) nearby pursuant to your enquiry (avoid) as you requested CONSIDERATION I want to express my sincere thanks for the good words. (Avoid I attitude) Thank you for your kind word. (Adopt You attitude)

CONCRETENESS Goods are soon being dispatched. (vagueness) Goods will be dispatched on 2nd July. (concreteness) CLARITY at all times (avoid) always revert back (avoid) revert during the year 1997(avoid) during 1997 COURTESY Thank you for the prompt reply. CORRECTNESS

Patterns of Business Communication Internal or external Formal or Informal Work related or personal

More Patterns of Business Communication Vertical (upward or downward) Horizontal Serial Network Grapevine

Communication Types and Channels Verbal Non Verbal Oral Written Sign Language Body Language Visual Signs Audio

Communication Process The communication environment includes the sender, the message, the receiver, feedback, and communication barriers.

Elements In Communication Sender Receiver Message Channel Feedback

The Communication Process Basic Model 5. Feedback travels to sender 1. Sender has idea 2. Sender encodes idea in message 3. Message travels over channel 4. Receiver decodes message 6. Possible additional feedback to receiver 8

Communication Barriers Word choice, Punctuation, spelling, grammar, and sentence structure Type of message; Appearance of the sender or the message Environmental factors; Physical distractions Receiver capability; listening Bypassing Limited frame of reference Emotional interference Ego involvement Fear of reprisal for honest communication Turf wars

Word Choice Denotative Versus Connotative Meaning Idiom Word Possible Meanings Assertive Energetic, Pushy Compromise Adjust, Give in Funny Humorous, Unusual Idiom General Idioms Business Idioms Drop me a line. Jenny is saddled with debt. You’re pulling my leg. It’s just a ballpark estimate! He’s born with a silver spoon. Will you crunch the numbers? Implications and Inferences e.g. My work is undervalued.

Barriers That Block the Flow of Information in Organizations Closed communication climate Top-heavy organizational structure Long lines of communication Lack of trust between management and employees Competition for power, status, rewards 12

"TANJOOBERRYMUTTS" ...   By the time you read through this YOU WILL UNDERSTAND "TANJOOBERRYMUTTS" ...and be ready for China. In order to continue getting-by in China, we need to learn English the way it is spoken...... Practice by reading the following conversation until you are able to understand the term "TANJOOBERRYMUTTS".   With a little patience, you'll be able to fit right in. Now, here goes... The following is a telephonic exchange between maybe you as a hotel guest and room-service today......

Room Service : "Morrin. Roon sirbees."   Guest : "Sorry, I thought I dialed room-service. " Room Service: "Rye . Roon sirbees...morrin! Joowish to oddor sunteen???“ Guest: "Uh..... Yes, I'd like to order bacon and eggs."   Room Service: "Ow ulai den?"   Guest: ".....What?? "   Room Service: "Ow ulai den?.Pryed, boyud, pochd?"   Guest: "Oh, the eggs! How do I like them? Sorry.. Scrambled, please."

Room Service: "Ow ulai dee bayken ? Creepse?" Guest: "Crisp will be fine."   Room Service: "Hokay. An sahn toes?"   Guest: "What?"   Room Service: "An toes. ulai sahn toes?"   Guest: "I.... Don't think so.."   Room Service: "No?  Udo wan sahn toes???"   Guest: "I feel really bad about this, but I don't know what 'udo wan sahn toes' means." Room Service: "Toes! Toes!...Why Uoo don wan toes? Ow bow Anglish moppin we botter?"   Guest: "Oh, English muffin! !! I've got it! You were saying 'toast'..Fine...Yes, an English muffin will be fine." Room Service: "We botter?" 

Guest: "No, just put the bottor on the side." Room Service: "Wad?!?" Guest: "I mean butter... Just put the butter on the side."  Room Service: "Copy?’’ Guest: "Excuse me?" Room Service: "Copy...tea...meel?" Guest: "Yes. Coffee, please... And that's everything." Room Service: "One Minnie. Scramah egg, creepse bayken , Anglish moppin, we botter on sigh and copy ... Rye ??" Guest: "Whatever you say." Room Service: "Tanjooberrymutts. " Guest: "You're welcome" Remember I said "By the time you read through this YOU WILL UNDERSTAND 'TANJOOBERRYMUTTS”!!! and you do, don't you!

A Classic Case of Miscommunication In Center Harbor, Maine, local legend recalls the day when Walter Cronkite steered his boat into port. The avid sailor was amused to see in the distance a small crowd on shore waving their arms to greet him. He could barely make out their excited shouts: “Hello Walter, Hello Walter!”

A Classic Case of Miscommunication As his boat came closer, the crowd grew larger, still yelling. Pleased at the reception, Cronkite tipped his white captain's hat, waved back, even took a bow. But before reaching dockside, Cronkite's boat abruptly jammed aground. The crowd stood silent. The veteran news anchor suddenly realized what they'd been shouting: “Low water, low water!”

Analysis of Flawed Communication Process 20

Analysis of Flawed Communication Process Sender has idea Warn boater 20

Analysis of Flawed Communication Process Sender has idea Warn boater Sender encodes message “Low water!” 20

Analysis of Flawed Communication Process Sender has idea Warn boater Sender encodes message “Low water!” Channel carries message Message distorted 20

Analysis of Flawed Communication Process Sender has idea Warn boater Sender encodes message “Low water!” Channel carries message Message distorted Receiver decodes message “Hello Walter!” 20

Barriers That Caused Cronkite Miscommunication Receiver accustomed to acclaim and appreciative crowds. Maine accent makes "water" and "Walter" sound similar. Receiver more accustomed to speaking than to listening. Frame of reference Language skills Listening skills

Barriers That Caused Cronkite Miscommunication Emotional interference Physical barriers Ego prompted receiver to believe crowd was responding to his celebrity status. Noise from boat, distance between senders and receivers. Which of these barriers could be overcome through improved communication skills?

Overcoming Communication Barriers Realize that communication is imperfect. Adapt the message to the receiver. Improve your language and listening skills. Question your preconceptions. Plan for feedback. 22

MISCOMMUNICATION IN PRODUCT EVOLVEMENT 26

As Marketing Requested It

As Sales Ordered It 28

As Engineering Designed It

As Production Manufactured It

As Maintenance Installed It

What the Customer Wanted

Facilitating Communication Positive Attitude Improve it Help others in improving theirs Maintain good relationships Bring in creativity in communication Accept the reality of miscommunication and work to minimize its negative impacts

Message Analysis Bill, thanks for recomending that I attend the defective righting seminar at Ross College. It was out standing? The segment of the seminar I found more useful was the part explaining how to write from the I-viewpoint. Today’s business world is vary competitive, an focusing on the sender can give you the edge you need to maintain favorable relatives. Youll agree, I’m sure that my massages have improved all ready. I give you partial credit for the change. Lunch at The Derby Deli next weak will be my treat.