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

2. Listening is the key to effective communication.

3. Difference between Presentation and Communication

4. 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.

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

6. 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. 7 Cs of Communication Completeness Conciseness Consideration
Concreteness
Clarity
Courtesy
Correctness

8. 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)

9. 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

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

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

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

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

15. Elements In Communication
Sender
Receiver
Message
Channel
Feedback

16. The Communication Process Basic Model5.
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

18. 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

21. 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.

22. 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

23. "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......

24. 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."

25. 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?" 

26. 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!

27. 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!”

28. 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!”

29. Analysis of Flawed Communication Process20

30. Analysis of Flawed Communication Process
Sender has idea
Warn boater 20

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

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

33. 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

34. 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

35. 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?

36. 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

38. MISCOMMUNICATION IN PRODUCT EVOLVEMENT26

39. As Marketing Requested It

40. As Sales Ordered It 28

41. As Engineering Designed It

42. As Production Manufactured It

43. As Maintenance Installed It

44. What the Customer Wanted

45. 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

46. 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.