1. Communications 101 So you want to become better communicators?
What you’ll hear is nothing earth-shattering--certainly isn’t brain surgery
Yet there’s enough nuances that make seemingly simple concepts in theory, become very difficult in reality.
Communications has a lot to do with intuition and common sense
Communication is complex process that requires constant attention so that intended messages are sent and received. Inadequate communication is the source of conflict and misunderstanding. It interferes with productivity and profitability.

2. Agenda Communication Theory Communication Principles
Communication Practices
Message Mapping Tool
Interviews/Presentations

3. To Improve Your Organization’s
Communication Theory
Why Communicate?
To Improve Your Organization’s
Performance

4. Are We Really Communicating?

5. Opening up the Wall Street Journal to a front page, right column article sounds like the beginning of a bad day.
Opening up the paper to five articles from a variety of perspectives sounds like a very bad day.
Lack of a database led to big recall
Front page of the Money & Investing Section…. falling market share and stock price
Ex-Worker Testifies…..
A bit of a brighter spot on the Editorial Page…. Brock Yates known to car enthusiasts gives an alternate point of view.
And finally, nothing like hearing that your company is the topic of a Senate Hearing…
How inquiries are handled is one of my topics. How lawsuits are tracked is another that I won’t be exploring today.
I would like to take a minute now to share my experience of handling inquiries and it’s very vital connection to managing issues.

6. Communication Principles
Have an agenda
Anticipate questions
Stay within your boundaries
Take control
Keep your cool

7. It’s Not So Much What You Say
Our behavior affects the perceptions and attitudes people have about us.
Communication impact:
What you say 30%
Content, Words
What they see 40%
Pictures, Graphs
Engage, touch 70%
Models, Products, Tools
1. Understanding this will be helpful as you work to improve your communication/presentation style.

8. It’s How You Say It – What Matters?
Verbal
Language
What We Say
________%
The words we choose
How we put our words together to create meaning
Appropriateness of our words 10
Speech
How We Sound ________%
Sounds, tones, volume, pitch, articulation
Resonance – richness, fullness, quality
Variation – emphasis 40
How We Appear ________%
Gestures and movement
Facial expressions and eye contact
Presence - body stance and posture
Visual
Language 50

9. What We Say - Content Less is best Use colorful language
Use pauses effectively
Eliminate paralanguage
The words
we choose
Appropriateness
of our words
Know your audience
Run a sensitivity check
Avoid jargon
How we
organize
our words
Vertical and horizontal communication
Message mapping

10. Delivery Channels What we say How we say it
Verbal
How we say it
Vocal, visual
Delivery must be effective and professional
Material presented must be solid and convincing
With all the work and time you spent learning content of your material, the delivery of that content must be effective and professional. You represent the material you present--it cannot speak for itself. Therefore your spoken image must be solid and convincing communication.

11. Understanding Yourself
How do people perceive you?
Aggressive, submissive, long-winded, big picture, tactical, professional, smart, etc.
Introvert or Extrovert?
Do you like to communicate or would you prefer to work independently all day everyday without having to talk with anyone?

12. Understanding the Audience
Hostile, friendly or neutral?
How favorable towards my point of view?
How willing to accept new ideas?
Understand that only you know your audience. When communications or HR sends out messages for you to communicate, we craft those messages to appeal to the general employee audience. It is our expectation that you tailor these message based on the above dynamics of your staff. This is critical to the success of communicating.

13. Body Language Eye Contact Look at audience individually
“Thank you for listening to me”
Rotate audience attention
make each person in audience of 20 believe presentation involves them personally
2-3 seconds of sincere, natural and sustained eye contact
with a large audience, pick several people in different parts of the room
Eye Contact is single most important communication skill or behavior. Pay attention to those in your audience and they will pay attention to you.
Look at audience individually…smile at them…care for them…show interest in them. Say to them with your eyes, “thank you for listening to me.”
The more you can help your audience feel that they are an involved part of your presentation, the more attentive they will be.

14. Body Language Gestures
Descriptive and specific visual pictures of words
Illustrate key points
55% of impact comes from what people see
Avoid random hand movements
Emphasis
Use when describing:
numbers, location, size
Get out of your body space
Picture is worth a thousand words.
Gestures illustrate what you are saying. Not just arm flapping.
Empower you with more enthusiasm and draw attention to your words.
Should be aware of when, why and how you are gesturing. Also times when not appropriate to gesture--when someone is asking you a question.
Use when describing:
Numbers
Location--over there, under, between, on top of, far, etc.
Size--large, small, short, tall, etc.
Can also gesture with head movement, raising eyebrows, smiling and overall body movement.
Should come naturally and flow with your words.

15. Body Language Facial Expressions
A simple smile - Best way to comfortably connect
Part of “how” we say things
Automatic response to help illustrate words, feelings
Carry yourself as a success--express it with your face
pride for topic, happy to be here, etc.
One of the best ways to connect with audience.
Easiest and most appealing facial expression is smile.
Don’t take yourself too seriously. This can be conveyed easily through facial expressions.
Don’t be lazy with expressions--they are consistent with your words:
I was happy when I got a raise
I was disappointed when I heard about the layoffs

16. Body Language Posture and Movement
Convey conversational attitude to put people at ease
Posture should be professional and comfortable
Stand up straight
Keep head up
Move with purpose, then STOP--don’t pace (feet and hands)
Sit?
Key to posture and movement is to integrate your message with you.

17. Voice Relax – (If you can’t, go to next bullet) Breathe (don’t gasp)
Project
Your voice
Your self
Quality
Rate of speaking
Volume
Inflection
Articulation
Rate of speaking, inflection, articulation and volume all add up to the vocal impact of our presentation.
Relax--vocal cords won’t work properly if neck muscles are tense
Breathe--you need air. Stand or sit up straight.
Project--just beyond the last person
Rate of speaking--strive for a comfortable pace
Volume--loud enough to be heard by everyone
Inflection--highs and lows show enthusiasm and personal interest--monotone
Articulation--enunciate clearly. Clarity.

18. Communications Practices
Message Mapping
Media Tips
Tools

19. Use message mapping… and hit your communication targets
A strategic visualization and framework process
Focuses on goals and desired outcomes
Creates a clear chain of thoughts
Streamlines key points using rule of 3’s
Can be used for any communication situation

20. Your Message Mapping Tool
Vertical mapping organizes and clarifies your message – key messages
Horizontal mapping allows you to brainstorm and colorize your message – ancillaries that help the audience understand or retain the key messages.

21. Message Mapping Sample
CO – Overcome Fear of Blank Sheet of Paper
Introduction
Eliminate wasted time
Reduce anxiety
Communicate clearly
Message 1 - Background
Situation background
Gather available data
Survey popular opinion
Message 2 - Info.
Develop new data
Research current trends
Provide your input
Message 3 - What’s in it for me?
Determine audience
Outline content
Review draft with 3rd party
Closing
Time saved
BP lowered
Issue successfully resolved
Background, Info, What’s in it for you

22. Message Mapping Guidelines
First, think about the overall desired outcomes for the presentation. What is the audience you want your audience to leave with? Then, think about three key messages that support that overall outcome. Put them in the three middle boxes (vertical).
Once the vertical section of the message map is complete, you can think about the horizontal pieces. These can be stories, examples, slides, a prop, etc. Since the focus of the presentation should be on the presenter, these are ancillaries that help the audience understand or retain the message.
Next, think about three supporting points to each of those key messages. They go next to the lines coming out of the boxes (horizontal). These should be words or phrases, not sentences.
In the Introduction you want to grab your audience’s attention. Maybe use a short story or anecdote that relates to your message to get them interested in what you have to say. Also, tell them what you’ll be talking about – the three key messages.
In the close, you want to again reiterate the three key messages.

23. Rules of Media Engagement
Your have rights
To be treated courteously
To keep the discussion in your area
No “right of review”
Not in an interview
Not in “real life”

24. Avoid Media Conflict Be polite – Meet ‘em half way, take another step
Understand that media are doing their job
Don’t overstep your bounds, i.e., try to prohibit media from doing something they know they can do, such as photograph the facility from public property
Stick to the facts, stick to your messages
Don’t Lie……. EVER!

25. Media Tips Have your own agenda Know your key message points
Your job is not to answer media questions
Your job is to deliver your message
Use tough questions to deliver key messages
Know your key message points
Maximum of three
What do you want to see on TV or in the newspaper?
What do you want REMEMBERED?
Say it! Repeat it!
Say it again, Repeat it with emphasis!

26. Media Tips Buying time Pre-interview discussions
Can’t talk now; I’ll call you back…. And DO IT!
What do you want to know?
Pre-interview discussions
Preview the questions – “What’s your angle?”
Clarify your expertise in advance
Anticipate “hard” questions
Avoid surprises
Use to “bridge” to key messages – (Limb to Trunk)

27. Media Tips Body language (sit up & look at interviewer)
Take control (deliver messages)
Avoid repeating negative statements
Avoid “no comment”
There is no such thing as “off the record”
Repeat key messages
The interview isn’t over until the reporter is gone

28. After A Crisis….. Or, Presentation
Hold post-crisis/presentation review
How to prevent a similar crisis in the future?
How to improve performance the next time?
Get feedback from your team and audience
Analyze media coverage
Plan proactive communication
Schedule formal communication/media training

29. What If It’s Not a Crisis/Presentation?
Performance appraisal
Job interview
Communicating with children/parents
School Board meeting
Community volunteer activity
REMEMBER 

30. Communication Principles Apply
Have an agenda
Anticipate questions
Take control
Keep your cool
Stay within the boundaries

31. Other Resources
A primer on preparing and delivering a PowerPoint presentation -
And another one -
If you didn’t write down the sites above try this -
Issue Management & Crisis Communications -
Media Tips

32. Good Luck!