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Get the message across Sender and receiver Open to misinterpretation Successfully convey thoughts and ideas Cited as single most important factor Must understand what your message is

The communication process

Source Encoding Channel Decoding Receiver

Commit to breaking down barriers Too disorganised, errors Poor verbal or body language Too much information, too fast Understand different cultures

How long for a first impression? With every new encounter you make a new

first impression Be on time Be yourself, be at ease Present yourself appropriately

Individuality A winning smile! Be open and confident Small talk goes a long way Be positive Be courteous and attentive Key points

A communication model to improve understanding Joseph Luft & Harry Ingham Two key ideas

◦ Individuals can build trust by disclosure◦ Learn and come to terms with personal issues

Helps to build more trusting relationships

Ask Known by self Open area

1.Unknown by self 2.Blind area FeedbackTell

Shared Discovery

Self disclosure Self discovery

3.Unknown by others 4.Unknown area

Start with small items to build trust Be cautious giving feedback; use cultural

consideration To learn more, disclose more E.g. Runners & exercise As confidence rises, more trust is built up

and more can be disclosed

Established team members have more open areas

Assist new team members to expand their open areas by offering feedback

Use open questions to ask the new member about themselves.

Aim to develop open areas for every person This allows for enhanced effectiveness &

productivity Self-disclosure = open area vertically Feedback + open area horizontally Builds a stronger more effective team

Think of a memorable presentation Easy to forget = big problem! 4 basic things:

◦ Understand the purpose◦ Clear and concise◦ Prepared◦ Vivid when delivering

Before you start:◦ Who?◦ What?◦ How?◦ When?◦ Where?◦ Why?

Keep it simpleBe prepared

Useful tips to keep it vivid:◦ Use examples◦ Don’t stand still◦ Speak slowly◦ Change the pitch of your voice◦ Use visual aids

Before you write it down, know this◦ Don’t be intimidated

Write with caution!◦ It cannot be taken back◦ Less room for error◦ Spelling, grammar, punctuation◦ Style and wording

Technology makes it easier◦ Spell check, grammar check.

These tools are not foolproof!

Some basic tips to remember:◦ Avoid slang (goodeye)◦ Avoid abbreviations (TWNH)◦ Steer away from symbols (@)◦ Use clichés with caution◦ Brackets are used to play down words◦ Dashes are used for emphasis◦ Spell names of people & companies’ correctly◦ <10 in numbers, >in words◦ Quotations should be used◦ Keep sentences short

Address to an individual End with appropriate closing

◦ “Sincerely yours”◦ “With kindest regards”

Start with overall summary Body to explain reasons End with final impression Action point

◦ “I will call you later this week...”

Check it thoroughly Use grammar and spell checks Any unanswered questions? Don’t use 20 words when you can use ten Is it set out logically? Close appropriately Include contact information

Simple rules to ensure your emails are read and stay useful!◦ Subject lines are headlines◦ Make one point per email◦ Specify the response you want◦ Be a good correspondent

Internal email◦ Checked regularly◦ Use spell check and avoid slang

Hear what people are really saying Understand your own communication style Be an active listener Use nonverbal communication Give feedback

Wonderful tool for:◦ Generating ideas◦ Expanding on thoughts and managing groups

Needs adequate preparation and leadership

Start by designating a meeting time◦ Make an agenda◦ Outline goal and structure

The skills needed:o Agendao Active participationo Keep it movingo Summariseo Prompt minutes

How many to invite?◦ Interest groups◦ Inter office meetings◦ Casework meetings◦ Network meetings◦ One on one meetings

Make sure all can contribute◦ Decision – makers◦ Problem solvers

Maximum 12 Invite the right people

Consider the hourly cost Every person + every minute = Value Use minutes to inform Use email rather than have a meetingIf you are the leader: Ensure everyone is heard Free flow, no domination Keep to time Summarise and move on! Action item on minutes!

Tips to ensure time is not wasted◦ Start on time◦ Don’t recap for latecomers◦ State a finish time

Arrange the agenda Finish before if possible

Record of decisions made and actions agreed

Record of the meeting, measure of progress Performance measure Styles of minutes

◦ Detailed minutes◦ Simple list ◦ Short as possible

Issued within, at the most, 24 hours!

Help people get to know each other Become more engaged and contribute more Bad one is a waste of time! Keep it simple Suggestions

Break the ice◦ Participants from different backgrounds◦ Need to bond quickly◦ New team◦ New or unfamiliar topics◦ The facilitator needs to get to know the participants

Think about the ice that needs to be broken◦ People have not yet met◦ Difference in status between participants◦ People’s perceptions of each other

Handle sensitively Focus on this event

◦ Shared interests in the outcome

Focus on meeting your objectives Clarify specific objectives for the session

◦ Ie to establish a productive working environment◦ Good participation from all levels

Ask how you will meet objectives◦ Becoming comfortable◦ Level playing field◦ Common sense of purpose

Use as a check list◦ Ask yourself

Introductory ice breakers The little known fact True or false Interviews Problem solvers Team building Human web

Ball challenge Hope, fears expectations Topic exploration ice breakers Word association Burning questions Brainstorm

Negotiation – ◦ Conflict, exploring situations to find acceptable

solutions for everyone Styles –

◦ Play hardball◦ Subtle gamesmanship◦ Honesty & openness

Small disagreements = don’t take too much time

Major disagreements = prepare thoroughly

Goals◦ What do you want/expect?

Trades◦ What do you both have to give away?

Alternatives◦ Good or bad, does it matter?

Relationships – history, hidden issues Expected outcomes – what precedents

have been set? The consequences – for you, for the other

person? Power – Who has it? Control? Over

delivery? Possible solutions – considerations &

compromises

Win – win = both parties feel positive Histrionics and displays of emotions Emotion can be important Be as detached as possible

Careful exploration of yours and the other persons position

Finding a mutually acceptable compromise Be prepared to give and take Both sides must feel comfortable Win-lose only if you don’t need an ongoing

relationship

Communicate complex ideas successfully◦ Prepare◦ Define goals & audience

Preparation – The key to successful speaking◦ Why am I giving the presentation?◦ What do I want the audience to take away?

How to structure your presentation◦ Determine the length◦ Break into segments◦ Think about the conclusion

Achieving clarity and impact◦ Tell them what you are going to tell them◦ Tell them the key points◦ Tell them what you have told them

Reinforce your message with visual aids◦ Test all AV beforehand◦ 6 lines or less◦ Do not turn your back on the audience

Arranging the room◦ Visit the room, determine seating, lighting,

temperature. Pads, pens, glasses.◦ Rehearse to make you fluent◦ Stay focussed

Tips & techniques◦ Avoid too many statistics◦ If you forget, pause!◦ Visualise, breathe◦ Take a course◦ Video yourself!

Presentation◦ Grab attention, explain objectives◦ Clearly define points◦ In logical sequence◦ Flow well◦ Need support from AV◦ Summarise clearly and concisely◦ Strong conclusion, tied into the introduction

Delivery• Are you knowledgeable?• Notes in order• Where and how?• Made a visit?• Checked AVAppearance• Dress appropriately• Practise speech, body language & postureVisual Aids• easy to understand• tied to the points• Seen from every angle of the room

Adapted in part from Business Communications: A cultural and Strategic Approach by Michael J Rouse and Sandra Rouse

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