EFFECTIVE

COMMUNICATION &
PRESENTATION SKILLS
A Workshop
By Prof Dexter Valles
(VALMAR INTERNATIONAL)
in association with

R S S MANI & ASSOCIATES ,MUMBAI

For

LARSEN & TOUBRO

ENC,Mumbai

Business Communication and

Presentation Skills
Course Objectives
To enable you develop Professional Business Communication and
Presentation skills
Through:
Designing the Presentation to deliver the Key Objective/s
of the Presentation
Understanding the need for Preparation and Planning
prior to Presenting
The ability to provide structure and flexibility to the design to suit
situational dynamics
Understanding and leveraging Non Verbal ( Body
Language ) communication
The use of Language and Voice Skills to deliver powerful
presentations
The appropriate use of technology and tools while
presenting
The ability to Analyze and Manage the Audience with
Confidence

Communication defined
The word communication comes from the Latin word communico meaning
share. Communication has been defined in various ways. The one chosen here for
its simplicity and practicality is Communication is a mutual exchange of facts,
ideas, thoughts and perceptions, resulting in common understanding of all
parties.
On an average, a person spends approximately 70% of his/her waking life
employing some form of communication talking, listening, reading or writing.
Thus it is of utmost importance that one focuses on making communication as
effective as possible. But this is one aspect we take for granted.
The important aspects of communication are:

Communication is purpose oriented.

It is a two way process.
Thoughts, feelings, emotions and values are an integral part of
communication.

Front line personnel should spend over 50% of their time communicating the
information needed to conduct businesses in to motivate their people. In fact
communication is not just a mangers job it is everyones responsibility. The
success of any organization lies in its channel of communication and how well
they are being used.

The Process of Communication

The process of communication is very dynamic. It can be represented as follows:

MESSAGE
SENDER

ENCODING

DECODING

RECEIVER

CHANNEL

FEEDBACK

The sender decides to send a message, for which he encodes the message i.e. he
translates his idea into symbols and forms. To ensure that the message is
understood the sender must ensure that the encoding is done right.
The message when received by the receiver is decoded. In other words he
interprets it on the basis of his past experiences, expectations, etc. Most
problems in communication arise when there is incongruence between the way
the sender encodes the message and in the manner the receiver decodes it.
Feedback forms an integral part of a communication process. This tells the sender
how much of the message has been understood, that it has been received in full.
Thus the process continues ending in a constructive exercise.
However the process of communication is susceptible to breakdown due to various
barriers or interferences that are a part of any organizational set-up

Non-Verbal communication
What is left unsaid is more important that what is said. A major component of the
emotional impact of a message is communicated non-verbally perhaps up to 90
percent. Some major aspects of non-verbal communication are posture, gestures,
eye contact, gaze, facial expressions, voice, feelings, etc. The principal aspects of
nonverbal communication are
1. Physical Appearance
2. Body movement Gestures, Posture
3. Facial Expression
So,
Use an erect body posture when walking, standing, or sitting. Slouching and
slumping are almost universally considered as indicators of low self-confidence.

Patting other people on the back and slightly nodding while patting is the best
way to show appreciation non-verbally.

Standing with toes pointed outwards rather than inwards. Outward-pointing

toes are usually perceived as indicators of superior status, while inwardpointing toes are perceived to indicate inferiority.

Maintaining eye contact with those around you.

Smile frequently in a relaxed, natural-appearing manner.

Speak at a moderate pace, with loud, clear, confident tone, people lacking in
self-confidence tend to speak too rapidly or too slowly.

Stand up straight especially during a confrontation. Cowering is a sign of a loser

even before the conversation has begun.

Correct use of space. People immediately move away if they experience

invasion of their territory. So maintain right distance and through your body
language exhibit respect for the individual.

Do not gesticulate too much, generally this is a sign of nervousness and lack of
control of situation.

During introductions offer your hand confidently and grasp the other
individuals hand for a few seconds in a sure and warm handshake.

Clothing, dress, and appearance are all means of non-verbal communication. You
are therefore advised to pay attention to these aspects to portray a pleasing and
assertive personality.
The key indicators of relaxed body language are
Maintenance of Eye Contact
A comfortable smile
Controlled and relaxed body movement
Relaxed , pleasant face
Well modulated pleasant voice
To improve and get feedback of ones body language, it is recommended that you
role-play various situations you are face with on a daily basis and get feedback
from the mirror or a good friend.
The recommendations is for conveying a positive image through the Voice are
Tone to be low pitched
Language to be simple
Moderate speed of speaking
Smile in the voice

Introduction to Listening
Lis-ten-ing n (1996, International Listening Association):
the process of receiving, constructing meaning from, and responding
to spoken and/or nonverbal messages
Listening Facts
Most people spend at least 45% of communication time listening
Most people listen to and understand only about a fourth of what is being
communicated
We think faster than we speak (speech 150 words per minute & thinking 500
words per minute)
85% of individuals rate themselves as average or worse listeners
Listening is the most used of all communication skills
Listening is the least developed of all communication skills
Listening training improves listening ability
Listening is an art, a skill & a discipline that like other skills needs selfcontrol
Listening skills are poorest when people interact with those closest to
them. They interrupt and jump to conclusions more frequently
We hear more rapidly than one can speak

The six stages of listening are

1.
2.
3.
4.
5.
6.

Receiving
Selecting
Interpreting
Understanding
Evaluating
Resolving

Listening is more than Hearing

Listening
Listening
Listening
Listening
Listening

is
is
is
is
is

a selective process; hearing is a physical act

active; hearing is passive
learned; hearing is natural
intermittent; hearing is continuous
a lot of work; hearing is effortless

LISTENING AWARENESS SELF-ASSESSMENT

Instructions: Tick that is nearest to the way you react when someone is speaking to you

Answer as honestly as you can !

Always

1.

I focus all my attention on the speaker when conversing

2.

consciously

look

for

issues

or

action

items

Some

Never

during

conversations
3.

I avoid planning my next remarks until after I have heard the

entire message

4.

I approach conversations with interest and a desire to truly

listen

5.

I avoid letting my emotions get in the way of my listening

6.

I avoid daydreaming as I listen

7.

I try to put myself in the speakers place and empathize with

what he or she is saying

8.

To

avoid

jumping

ahead

in

the

conversation,

avoid

assumptions about what someone will say

9.

I give feedback, in my own words, from what I heard the

speaker say in order to verify my understanding of the
message

10.

I check my understanding of a speakers meaning by asking

for clarification of words or comments I do not understand

11.

I use a variety of techniques to stay focused while someone

speaks

12.

I make eye contact oar look at the person as he or she speaks

13.

I consciously think about how someone might respond to

what I say
14.

I allow the speaker to present his or her ideas even when I am

emotional about the topic

15.

I do not let other sounds or activities distract me as I listen

16.

I listen objectively and dont judge the speaker

17.

When appropriate, I take notes as I listen

18.

I listen for ideas and concepts, not just details or facts

19.

I select a location that provides the best environment for

effective listening and limits distractions

20.

I observe and evaluate the speakers physical posture and

gestures as he or she speaks

LISTENING SKILLS IN ESSENCE

We were given two ears but only one mouth.
This is because God knew that listening was twice as hard as talking.
People need to practice and acquire skills to be good listeners, because a speaker
cannot throw you information in the same manner that a dart player tosses a dart at a
passive dartboard. Information is an intangible substance that must be sent by the
speaker and received by an active listener.

THE FACE IT SOLUTION FOR EFFECTIVE LISTENING

Many people are familiar with the scene of the child standing in front of dad, just
bursting to tell him what happened in school that day. Unfortunately, dad has the
paper in front of his face and even when he drops the paper down half-way, it is visibly
apparent that he is not really listening.
A student solved the problem of getting dad to listen from behind his protective paper
wall. Her solution was to say, ``Move your face, dad, when I'm talking to you.'' This
simple solution will force even the poorest listener to adopt effective listening skills
because it captures the essence of good listening.

GOOD LISTENERS LISTEN WITH THEIR FACES

The first skill that you can practice to be a good listener is to act like a good listener.
We have spent a lot of our modern lives working at tuning out all of the information
that is thrust at us. It therefore becomes important to change our physical body
language from that of a deflector to that of a receiver, much like a satellite dish. Our
faces contain most of the receptive equipment in our bodies, so it is only natural that
we should tilt our faces towards the channel of information.
A second skill is to use the other bodily receptors besides your ears. You can be a
better listener when you look at the other person. Your eyes pick up the non-verbal
signals that all people send out when they are speaking. By looking at the speaker,
your eyes will also complete the eye contact that speakers are trying to make. A
speaker will work harder at sending out the information when they see a receptive
audience in attendance. Your eyes help complete the communication circuit that must
be established between speaker and listener.
When you have established eye and face contact with your speaker, you must then
react to the speaker by sending out non-verbal signals. Your face must move and give
the range of emotions that indicate whether you are following what the speaker has to
say. By moving your face to the information, you can better concentrate on what the
person is saying. Your face must become an active and contoured catcher of
information.

10

It is extremely difficult to receive information when your mouth is moving information

out at the same time. A good listener will stop talking and use receptive language
instead. Use the I see . . . un hunh . . . oh really words and phrases that follow and
encourage your speaker's train of thought. This forces you to react to the ideas
presented, rather than the person. You can then move to asking questions, instead of
giving your opinion on the information being presented. It is a true listening skill to
use your mouth as a moving receptor of information rather than a broadcaster.
A final skill is to move your mind to concentrate on what the speaker is saying. You
cannot fully hear their point of view or process information when you argue mentally
or judge what they are saying before they have completed. An open mind is a mind
that is receiving and listening to information.
If you really want to listen, you will act like a good listener. Good listeners are good
catchers because they give their speakers a target and then move that target to
capture the information that is being sent. When good listeners aren't understanding
their speakers, they will send signals to the speaker about what they expect next, or
how the speaker can change the speed of information delivery to suit the listener.
Above all, a good listener involves all of their face to be an active moving listener.

THINGS TO REMEMBER
1. If you are really listening intently, you should feel tired after your speaker has
finished. Effective listening is an active rather than a passive activity.
2. When you find yourself drifting away during a listening session, change your body
position and concentrate on using one of the above skills. Once one of the skills is
being used, the other active skills will come into place as well.
3. Your body position defines whether you will have the chance of being a good
listener or a good deflector. Good listeners are like poor boxers: they lead with
their faces.
4. Meaning cannot just be transmitted as a tangible substance by the speaker. It must
also be stimulated or aroused in the receiver. The receiver must therefore be an
active participant for the cycle of communication to be complete.

11

BARRIERS TO COMMUNICATION
1. Distortion of message: Our mouth is capable of speaking around 100-120 in a
minute. However our mind can process 450 words in a minute. Thus when anyone
talks to us, we hear what they say, but we also add words and meanings from our
brain. Those words get mixed up with whatever the person says, and later it is
difficult to remember what was actually said and what was added by us.
2. Past Experiences: We judge everything according to our past experience. Whilst
each situation needs to be analyzed and evaluated individually. We tend to be
prejudiced about situations depending what we are used to and expect things to
happen in a particular way.
3. Failure to listen: Our mouth can speak 100-120 words in a minute and our ears can
listen up to 240 word in a minute. But generally we do not use these sense organs
in the actual ratio. Effective listening requires hearing and understanding.
4. Faulty Perception: This generally happens in the encoding and decoding stages. We
tend to attach our views and perception to the message and as result it loses its
purity.
5. Fear: Fear plays a very important role as a source of communication barrier in
organization. The fear of the BOSS or superior is a prime example of this. Very
often one fails to communicate and this results in a breakdown.
6. Badly Expressed message: Sometimes people do not speak clearly or do not use
proper words. This especially happens when not enough stress is given to the
encoding stage. When we do not use the non-verbal aspects of communication like
emphasis, pause during transmission the actual message is lost.
7. Language: Especially in India where we speak diverse languages and tend to mix
them up, the chances of a communication breakdown always exits.
8. Exaggeration: It is important not to sell the benefits of your products. Claiming
that your product is the best, finest may not sound believable to the customer
9. Ego: If you wish that communication is effective, keep your ego out f it. Many a
communication breakdowns have happened due to the bloated ego.
10. Physical Distractions : Poor acoustics, bad phone connections, illegible copy,
Uncomfortable chair, poor lighting, health problems are annoyances that can block
communication
11. Information Overload : Too much of information makes it difficult to assess what is
appropriate and can effect thinking and communication

12

13

OVERCOMING THE BARRIERS TO COMMUNICATION

Regulate the flow of information

Encourage feedback
Simplify the language used in the message
Listen actively
Restrain negative emotions
Use nonverbal cues
Use the grapevine and informal networks

14

TEN COMMANDMENTS FOR EFFECTIVE COMMUNICATION

FOR THE SENDER
1. Clarify ideas before communicating: By systematically thinking through the
message and considering who will be receiving and/or affected by it, a professional
overcomes one of the major pitfalls of communicating. The more systematically a
message is analyzed, the more clearly it can be communicated.
2. Examine the true purpose of communication: One must ask himself/herself this
question what am I really aiming to accomplish with this message? The
communiqu can then be properly designed.
3. Take the entire environment, physical and human, into consideration: Question
such as, what is being said, to whom and when are very important. Your skill lies in
how you say what and, of course the timing are of utmost importance. Adapt you
message to the environment
4. When valuable, take advice from others whilst planning communication:
Consulting others can give you additional insight regarding how best to handle the
communication. Also a third person not being directly involved can provide
unbiased inputs.
5. Be careful of the overtones and the basic content of the message: The listener will
be effected they way you put across your message. In fact your tone, facial
expressions are also to be considered.
6. Use crisp language and be clear: It is very important that the words are well
chosen and as much as possible the language is crisp. In other words use minimum
words to send across the message and convey useful information.
7. Follow-up on communication: One must solicit feedback in ensuring that the
receiver has understood the message.
8. Communicate with the future as well as the present in mind: Most communication
happens in meeting with the demands of the current situation. However this should
be in accordance with the long-term goals as well.
9. Be a good listener: By concentrating on the receivers response you can ensure his
extent of interest in you and also if he is concentrating.
10. Exhibit Congruency: Match your words with your body language.

15

16

TEN COMMANDMENTS FOR EFFECTIVE COMMUNICATION

FOR THE RECEIVER / LISTENER
1. Stop talking! You cannot listen if you are talking.
Give every man your ear, but few your voice Hamlet
2. Put the talker at ease. Let him / her feel free, to talk.
This often called as a permissive environment.
3. Show to the sender that you want to listen.
Do not act busy, show interest.
4. Remove distractions.
Dont doodle or shuffle papers.
5. Empathize with the sender
Try to put yourself in the senders place so that you can see his/her point of
view.
6. Be patient
Allow plenty of time. Do not interrupt.
7. Hold your temper.
Do not make premature evaluation. Let the person finish before reacting.
8. Go easy on arguments and criticism
This will not end up in reaching anybodys goal but just instill unpleasantness.
9. Ask questions. This is active listening.
The best way for you to know if you have received the message in its purity and
that you are listening!
10. Stop Talking!
The thumb rule.
Those who cannot or do not listen come across as indifferent or uncaring, which
in turns makes others less communicative. And listening is an art.

17

FEEDBACK - FUNDAMENTAL PART OF THE

COMMUNICATION PROCESS
Feedback can be destructive and constructive:
Destructive feedback is disapproving without any intention of being helpful and
almost always causes a negative or defensive reaction in the recipient
By contrast, constructive feedback is intended to be helpful, corrective, and/or
encouraging. It is aimed at correcting performance deficiencies and motivating
employees.

Useful Tips for Receiving Feedback

Ensure the content of a message is understood clearly by asking openended questions Sometimes there is a preference in all of us to pretend we
comprehend everything when we really do not. For example, ask questions like
"What do you mean by...?" avoids any misunderstandings between the receiver and
the giver. We may feel hesitant to ask the question because of the fear of looking
stupid. Consequently, we may miss some important information by pretending to
understand the content of the message and may give the other person misleading
feedback. One way of overcoming this hesitation about asking questions is to
repeat the message, to make sure the message is received correctly.

Listen

actively with genuine interest. Listening requires absolute

concentration. The average person speaks at approximately one hundred fifty
words per minute, although we have the ability to listen to one thousand words per
minute. This allows us to create enough time for the brain to wander. Active
listening assists the receiver to establish empathy, where we put ourselves in other
person position. Empathy allows us to understand different attitudes of the sender,
and to understand the content of the message.

Establish rapport by making eye contact, remaining relaxed and

receptive and avoid any interruptions when giving or receiving
feedback. Establish direct eye contact to provide assurance to the person giving
the message that the message is being received with undivided attention.
Remaining relaxed and receptive helps better understand the message that is
trying to get across. Interruptions, such as interference by another person or cell
phones usually cause the message to be misheard or misunderstood.

Respond and paraphrase the message. For example "Do I understand you
correctly...?" Paraphrasing is a handy technique and will provide you with comfort

18

of receiving an accurate message. Although we are sure of what we have heard, it

is a good habit to paraphrase.

19

Useful Tips for Giving Feedback

Focus feedback on behaviors rather than the person . People look more
impartially on observations rather than on what is actually said. Our behaviors and
actions occur at a specific moment therefore, it is easy to be challenged to change
them. It is difficult to tolerate an attack on "you" which sounds more like criticism.
It is easier to take responsibility for the action that is being critical on behavior,
such as those things a person does well as much as things done badly. Describing
behaviors should not be selective or judgmental instead describe what went on

Focus feedback on observations rather than inferences . Observations are

things that can be seen or heard by anyone and inferences are our own
interpretations about what went on. Sometimes people like to spice up their
observations with inferences, as a result the observations tend to obscure
feedback. Hence, we must be careful to differentiate when we make inferences or
observations. It is proven that when feedback is given immediately at the
appropriate time soon after, observation will be more specific, more concrete, and
more precisely reported.

Focus feedback on description rather than judgement. Avoid evaluating the

other person, or of his or her actions. Concentrate on the "What" rather than the
"why" because the "What" is the observable behavior that can be checked for
accuracy whereas the "Why" is the inference of behavior, which leads you into the
emotional area of the situation that should be avoided.

Focus feedback on sharing of ideas and information rather than on

giving advice. Avoid giving advice to others because too much responsibility is
attached to it. Be ready to assist others rather than giving a direct response. By
directing others on what to do with the feedback you give, does not give them the
ability to make their own choice on what action is appropriate for them. Search
alternatives rather than provide solutions.

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The 12 Cs of Presentations
1

CLARITY

Of Thought

CRISPNESS

Of the Presentation

COMMUNICATION

Of Analysis done

CORRELATION

Of Concepts employed

CREATIVITY

In the Presentation

CHOICE

Of Medium
Logical Appeal /
Construction of
Arguments / issues
(Presentation Design)
Sensitivity to Audience
needs
Powerful, Succinct and
Memorable ??
Body language of the
Presenter

COMPOSITION

CARE/CARING

CONCLUDING

10

CARRIAGE

11

CONVICTION

Passion of the Presenter

12

CONVINCING

Influencing Power of the

Presenter

21

Stages of Presentation
Stage 1 : Planning
Objective
Context

Stage 2 : Preparing
Content Formulation
Sequence & Flow

Stage 3 : Presenting
Process
Discussion

Elements of an Effective Introduction

Captures attention and involves the audience
Establishes rapport with the audience
Presents the purpose statement
Previews the main points to be covered

Elements of an Effective Summary / Close

Lets audience know you are summarizing
Leaves audience with a clear, motivating, and memorable
statement
Summarizes the primary points and/or makes a call for action
Is tied to the introduction to create unity

22

Top Ten Mistakes Made By Presenters!

No Presentation Objectives
If you don't know what your audience should do at the end of your presentation, there
is no need for you to present. Knowing your objectives is the key to developing an
effective presentation.
Poor Visual Aids
Visuals are designed to reinforce the presentations main points . Without effective
visuals, you are missing a key opportunity to communicate with your audience.
Ineffective Close
Closing your presentation is extremely important. It is when you tie up your
presentation and spell out what you want your audience "to do". A weak close can kill
a presentation.
Mediocre First Impression
Audiences evaluate you within the first 120 seconds of your presentation. Presenters
who make a bad first impression can lose credibility and as a result diminish their
ability to effectively communicate the information in the presentation.
No Preparation
The best presenters prepare for every presentation. Those who prepare and practice
are more successful in presenting their information and anticipating audience
reaction. Practice does make perfect!
Lack of Enthusiasm
If you aren't excited about the presentation, why should your audience be?
Enthusiastic presenters are the most effective ones around!
Weak Eye Contact
As a presenter, you are trying to effectively communicate with your audience to get
your message across. If you don't make eye contact with the members in your
audience, they will not take you or your message seriously.
No Audience Involvement
The easiest way to turn off your audience is by not getting them involved in your
presentation. Use audience involvement to gain their "buy-in".
Lack of Facial Expressions
Don't be a zombie. Effective speakers use facial expressions to help reinforce their
messages.

23

Sticky Floor Syndrome

There is nothing worse than a speaker who is glued to the floor. Be natural and don't
stay in one place.

How to Avoid Common Pitfalls Made by Presenters!

Don't get caught up in the common mistakes of most presenters. By being aware of
these pitfalls, you can successfully navigate your way to a winning presentation!
Avoid Overdosing on Experts
So many speakers quote so many experts and resources that they compete with
themselves. It's important to be aware of expert knowledge and even include it
where relevant in your presentation. But the presentation IS your presentation. Your
audience should see you as the authority on the subject!
Speaking to Your Audience
Anyone can speak to an audience. You get up to say what you have to say and sit
down. The real question is, "Did your audience get it?"
Great presenters don't speak to their audiences; they communicate with them. By
effectively communicating with your audience, you will be able to create a feeling of
personal dialogue with them. This dialogue is one of the keys to delivering successful
presentations!
Out of Control Audience
If you cannot control your audience, you cannot control your presentation. Given the
right circumstance, you may lose control of the audience if questions get out of
hand. The best way to handle this situation is to answer succinctly when a question
is asked then move on. Use your agenda to refocus the audience to the task at hand
and redirect other questions for a time later in the presentation. Remember you are
the speaker and you need to be in control of your audience. Be direct, but always be
friendly!
"I Don't Know"
Those words are OK to say. When you don't know a specific answer, don't bluff. If you

24

are wrong you will lose credibility with your audience. The best way to handle this
situation is to say you will find out and get back to them. At the next break, make a
few calls to see if you can find out the answer. If you get an answer, provide that
information to the group after the break. If not, be sure to follow up with the
audience member after the presentation. Either way you will improve your
credibility.

And One More Thing Before You Go....

Don't overload your audience with information. As a presenter, when you develop the
content of your presentation it is important to remember that your audience needs
enough information to make an informed decision but not every piece of information
you have researched for the last ten years. Your presentation should be clear, concise
and to the point! Keep it simple!
Eliminating Filler Words and Actions
Have you ever attended a presentation- one in which you knew the presenter- and
been astounded by how a seemingly articulate person disappears under pressure?
All of a sudden, the colleague who speaks clearly and is respected by his team
members stammers and stutters. He interjects "um" and "uh" in every other sentence.
Why does this happen? In general, when speakers say these filler words or do other
filler actions (such as licking their lips), they do so unconsciously.
They make these sounds or do these actions at a transition point- when they are
getting ready to move on to another topic or offer an example.
The simple act of switching from one topic to another demands a transition, and
when one is not determined, the unconscious fills in.
So, for some, it is a less-than-articulate "uh", and for others it is scratching the head.
In either case, the behavior can be stopped.
The best way to eliminate filler words and actions is to substitute one behavior for
another.
So at points of transition, or whenever you feel the need to inject filler, simply PAUSE.
Take a deep breath and gather your thoughts. The pause that seems so long to you,

25

pulse-racing, head-pounding, is actually a welcome respite for your audience. They,

too, need a filler in order to concentrate.

26

Text and Slides

Turning a well-written presentation into a great slide presentation takes little
effort. If you remember that "less is usually more", you will do just fine.
Typefaces
We could write many articles about typefaces. So we wont even start. Whatever you
choose,
stick
with
one
at
most
two
per
presentation.

Italics
The best rule regarding italics is to avoid using them. They are actually harder to
read than plain text. Consider the following examples:

The man slipped slowly out the back door.

The man slipped slowly out the back door.

Which is more difficult to read? In general, the italicized text causes the reader to
pause. Of course, there are instances in which this is your intent. However, long
blocks of italicized text are simply cumbersome and annoying.
Punctuation
Most slides do not require punctuation, even if they contain "sentences". Eliminating
the period at the end of the sentence keeps the eye focused on the text. Try to go
one step further and reduce the sentence to a phrase. The tighter the language, the
more an audience is able to focus on key words. Consider the following:

The sales forecasts show an increase on the horizon.

Sales heading up

The first line tells the audience all they need to know, yes. But the second line is
stronger. The salient point is reduced to three simple words, and the presenter can fill in
what is "missing". The presenter's job is not to read the text on the slides, but to use the
slides as visual aids. So, the slides reinforce what the presenter says - not the other way
around.

White Space
White space refers to the amount of surface (slide, paper, etc.) that is not covered
with image. Well-designed slides provide enough white space so the slide is properly
"framed". Too much text or too many images on a slide cause the viewer to react
against the visual overload.

27

Numbered Steps
When presenting a list of items, beware of using numbered steps. Numbers indicate
order (usually of importance or consequence). So, if you do not want to imply order,
use bullets instead.
Example 1: Numbered List (Implies Order)
Drafting team goals
1. Reduce document management time
2. Eliminate redundant effort
3. Increase communication with engineering department
Example 2: Bulleted List (Points Equal)
Drafting team goals

Reduce document management time

Eliminate redundant effort

Increase communication with engineering department

Notice that the bulleted list indicates that each point is equally weighted.
Capitalization
Capitalization is much like italicized text - to be used with caution. Capitalized text
causes the reader to pause, which can be useful for drawing attention to a particular
word.

Web site will launch by MAY

On the other hand, capitalized text should never be used in body text- it is far too
difficult for the reader to move from one word to another.

AVOID USING ALL CAPITAL LETTERS FOR BODY TEXT. READERS CANNOT MOVE
FROM ONE CAPITALIZED WORD TO ANOTHER WITH EASE. RESERVE CAPITALIZED
TEXT FOR HEADLINES (ON OCCASION) AND FOR INSTANCES IN WHICH A
SINGULAR WORD NEEDS TO BE SET APART FROM THE OTHERS.

Point Size
You know that your audience needs to be able to read the slide text. But what do
you do if you are writing your presentation on your desktop and you are going to
project your presentation in front of an audience. How can you tell what will be

28

"legible" to audience members when everything looks just fine on your monitor? In
general, try to use at least 24 point type for body text. In fact, more delicate
typefaces may need to be 28 point. Headings and Titles should be even larger.

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The Seven Secrets of Handling Successful Questions and Answers

It depends upon the type of presentation you are giving, the time available, and your
topic, whether or not you will be faced with questions you are expected to answer. To
handle this possibly daunting feat, you should find these following suggestions helpful.
Repeat the question. Even though you heard the question, others in the room might
not have, so repeat it for their benefit. Also, repeat it for your benefit. You may not
be positive what the questioner is actually asking, so repeating it will give you the
chance to clarify the meaning. It will also give you a bit of time to phrase your answer.
Practice answers before the presentation. As you are preparing your presentation,
think of the questions that most likely would be asked. Then rehearse or outline your
answers. This will cut down on your nerves and give you credibility and stature.
Have questions ready. Besides rehearsing answers, it is a good idea to have questions
that you would like to answer prepared. Often when we reach the question and
answer portion near the end of a presentation, no one asks a question. At this point,
you can say, One question I am often asked is This usually breaks the ice
Control the questions. It depends upon your ease and whether or not you want to
take questions during or at the end of your presentation. If giving a long presentation,
recommend to the participants the ground rules for questions at the beginning. The
caveat here, however, is to make sure that you stay in control. Often there may be
someone in the audience who keeps interrupting with questions and the rest of the
participants begin to get antsy. At this point, say something like, Why dont we come
back to that later. Or, if it is outside the topic, Why dont you and I talk about that
later ?
Admit when you dont know the answer. Rather than guessing at an answer you are
not sure about, admit that you dont know the answer. You could ask the audience if
anyone there might know the answer (which creates a hero among the participants),
or ask the questioner for his/her business card and say youll find out the answer and
get back to them with it. Just be sure you do follow up.
There are no dumb questions. Someone asking a question may feel like they are
asking a stupid question. To encourage that person and others in the audience to feel
good about posing questions, always say, Thats a good question. Its amazing how
many excellent questions will follow.
Embrace the question and answer session. Why? Even though this portion of your
presentation may be the most taxing for you in the beginning, it will help you with

30

planning upcoming presentations. You will get a feel for what your audiences want to
know and it will also give you more confidence as you become more at ease with
speaking on the spot.

31

The Good, the Bad and the Ugly of Partnering with

Another Presenter
In this article, we will address some of the ins and outs of partnering for a
presentation: the good, the bad, and the ugly.
What makes a presentation given by two people good, along with being
worthwhile, not only for them, but also for the audience?

Preparation, preparation, preparation. It was extremely evident that the two

men who were working together they bill themselves as "brothers" were
both well prepared for their portion of the program. They were also, however,
prepared for the parts they shared. It wasnt just one persons show, followed
by the other persons show. They were working together.
Timing is more important than ever. When two people are presenting
together, they must know exactly how much time to devote to their parts
and/or parts of the time allotted. If one goes way over, it will detract from the
others portion, because the audience will feel they were cheated out of
information. A clever way to handle this and keep the audience aware of the
time was the way the first brother presenting asked the second brother to
keep track of the time and give him a signal when it was time for him to wind
down. As the second brother started, the first one unobtrusively switched
the connection to the projector from his laptop to his brothers.
Be comfortable with each other. One of the most important factors that made
one such presentation such a complete success was that the two men
presenting exhibited such an easy camaraderie with each other. They joked
with each other but not too much. They listened to each other . And, most of
all, they appeared to sincerely like each other. The rapport they had with each
other multiplied into establishing an easy rapport with us, the audience.
Even if your personalities and presentation styles differ, it is imperative that
each of you is a powerful presenter. The two men who were so impressive
could be brothers, but they were similar in looks, the way they dressed
(appropriately for the type of meeting they were attending), and both were
equally excellent presenters.

Now, lets tackle the bad and the ugly.

Remember this is a partnership. When working with another speaker

and/or speakers, make sure that one doesnt upstage another. You may have
witnessed this with panel discussions and, if it is too evident that one presenter
is trying to outdo another, it is amazing how quickly the audience will turn
against that person. This takes the attention away from the whole presentation

32

and presenters, which is a shame and is counter-productive. One must

remember that this is a team effort.
Listen intently to what the other presenter is saying. If one of the partners
appears to be bored, dazed and/or not interested in what the another is
saying, this will also detract from what is being presented. On the other hand,
the positive effect of one presenter really taking an active part in listening and
learning cant be emphasized strongly enough. It will become obvious to the
audience members that this is important information that they need to hear
also.
Dont interrupt, act-up and/or make unpleasant sounds. When two people
are on stage together, it is easy for one to feel like speaking up, sharing a joke
or a comment, or making a funny or distracting face. Dont. It certainly wont
endear you to the audience members. Even though these brothers joked
around with each other, they knew not to do it while important information
was being offered.
Pre-determine what will be covered, so there are no unfortunate
surprises. Even though the two brothers gave the impression that they
were just easily going along with the flow, it was obvious to seasoned
presenters that they were well rehearsed. It was just like an athletic
performance that has been practiced, practiced and practiced. They made it
look easy and that comes from proper preparation. If you have ever
presented using a computer and an LCD projector in a strange place, you know
that making it all look easy takes a huge amount of preparation and
confidence.

If you want to deliver a doubly strong presentation, consider forming a partnership

with another speaker. Just make sure that you choose wisely. You can work together
well, you respect each other and together you have important and compelling
information to share.

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Group Discussion
What is a Group Discussion?
As the term itself suggests, a GD is a discussion, but most misconstrue it to be a
debate. They akin it to a wrestling match and try to score points over the other
participants. Consequently, you find a 'fish market' situation in most GDs. What is
actually expected in a GD is participation in a systematic way on a particular topic.
Discussion versus Debate
Human beings love debates because we like to win and see others lose. A debate is a
perfect situation for expressing intense emotions. A GD, however, calls for a lot more
maturity
and
logic.
The purpose of a GD, though conducted in a competitive mode, is not to establish you
as a winner and others as losers. Its purpose, as far as you are concerned, is to help
you come across as a person with sound, logical reasoning and the ability to respect
another's viewpoint.
The difference, thus, lies not just in style, but also in the mindset that is required to
tackle either challenge.

Why are Group Discussions An Important Element of Communication ?

A GD is what you can expect in a meeting at your workplace.
Depending on the kind of profile you have and the company you work for, you will
be part of meetings ranging from brand launches and employee performance
appraisals to company financials, etc. For instance, if you have a meeting
where senior employees are working out a strategy to bid for a prestigious project,
this is what is expected of you before and during the meeting.
~ You will go well prepared for the meeting; this means you need to have sufficient
information
on the
likely
points
of
discussion.
~ During the meeting, you will let everyone have his say. When your turn comes, you
will
present
your
views
forcefully
and
logically.
~ Whenever you disagree with somebody, you will present your points logically and
makes sure everybody understands what you have to say.
~ You will always attack or address points or issues and not people or their egos.

34

~ You will carefully listen to other people's points and try to refine your own by using
other people's inputs on the subject.

Typical Criteria for Evaluation involved in Group Discussions

Purpose & Direction

Did not establish

Established clear purpose

Did not add any value

Added value and direction

Did not set agenda

Set / Helped develop an agenda

Listless, Disinterested

Animated, Enthusiastic

Tense, Hostile

Friendly & Receptive

Dogmatic,
Uncooperative

Very Cooperative

Little use of information

Adequate information

Frequently off the

subject

Relevant

Superficial, shallow and

hasty

Thoughtful, deep levels of

processing info

Argumentative

Encouraged healthy discussions

Domineering &
Aggressive

Assertive partnership

Blocked / cut off others

Encouraged others ideas

Emotional Balance

Thought Processing

People Orientation

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Task Orientation
Allowed discussions to
take their own course

Steered discussions to achieve

purpose

Did not collate or corelate info or data

Processed data and information

logically to achieve group clarity

Contributed substantially to evolve

discussion-Sought convergence,
tied loose ends, helped summarize
discussions

Did not contribute

much nor seek
convergence or
summary, let loose
ends lie untied

36

PRESENTATION DESIGN TEMPLATE

AUDIENCE ANALYSIS : Checklist

1. Audience Profile:
2. Why are they here?
3. What are their stakes?
4. Level of related knowledge:
5. Likely support or opposition:
6. Previous Interactions?
PRESENTATION OBJECTIVES / PURPOSE:

BANG (Opening Hook):

WIFM Message (Whats In It for the Audience?):

OPENING (Introduction, and Roadmap / Agenda):

DEVELOPMENT OF THE BODY (Main Messages)

Main Message 1 (Heading):
Essential:
Vital:
Desirable:
Example :
Bridge to Message 2:

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Main Message 2 (Heading):

Essential:
Vital:
Desirable:
Example :
Bridge to Message 3:
Main Message 3 (Heading):
Essential:
Vital:
Desirable:
Example :
CONCLUSION / SUMMARY / RECAP
Summary of Messages 1,2,3
Tie in to the Purpose / Objectives of the Presentation:

Reminder of the WIFM/ Benefit : Why this presentation matters to the

audience:
Call for Action, if any:
How to respond to the Call for Action:
BANG (Closing Punch Line)

38

HANDLING QUESTIONS & ANSWERS

1a) Anticipate all possible questions and list them.
1b) Identify Key / Critical questions
Q1
Q2
Q3
Q4
Q5
Q6
Q7
Q8
Q9
Q10
2) Build Answers to Key / Critical questions

Critical Q1:
_______________________________________________________________
Answer Cue:
Example:
Critical Q2:
_________________________________________________________________
Answer Cue:
Example:

Critical Q3:
_________________________________________________________________
Answer Cue:
Example:

39

Examples Of Body Language

NONVERBAL BEHAVIOR

INTERPRETATION

Brisk, erect walk

Confidence

Standing with hands on hips

Readiness, aggression

Sitting with legs crossed, foot kicking slightly

Boredom

Sitting, legs apart

Open, relaxed

Arms crossed on chest

Defensiveness

Walking with hands in pockets, hunched

Dejection

Hand to cheek

Evaluation, thinking

Touching, slightly rubbing nose

Rejection, doubt, lying

Rubbing the eye

Doubt, disbelief

Hands clasped behind back

Anger, frustration, apprehension

Rubbing hands

Anticipation

Hands clasped behind head, legs crossed

Confidence, superiority

Open palm gestures

Sincerity, openness, innocence

Pinching bridge of nose, eyes closed

Negative evaluation

Tapping or drumming fingers

Impatience

Steepling fingers

Authoritative

Patting/fondling hair

Lacks self-confidence; insecure

Tilted head

Interest

Stroking chin

Trying to make a decision

Looking down, face turned away

Disbelief

Biting nails , wringing fingers, ring-twisting

Insecurity, nervousness

Pulling or tugging at ear

Indecision

PARAMETERS USED TO ANALYZE AND EVALUATE

PRESENTATIONS
40

APPEARANCE AND POISE

41

POSTURE

Upright

Slack

Nervous

Stooped

FACIAL EXPRESSIONS

Expressive

Fixed

Frowning

Expressionless

HANDS POSITION

Above Waist

In Pocket

Folded

Behind Back

GESTURES

Open Palm

Pointing

Controlled

Constrained

MOVEMENT

Anchored

Rhythmic

Restless

Rooted

To all

Left

Right

Center

Direct

Fleeting

Staring

Unfocused

Appropriate

Casual

Unsuitable

Over-dressed

EYE CONTACT
CLOTHING/ATTIRE

METHOD AND MANNER OF DELIVERY

VOLUME

Loud Enough

High

Low

Inaudible

PACE

Appropriate

Fast

Slow

Dragging

PITCH

Appropriate

High

Low/Base

Inappropriate

STYLE / DEMEANOUR

Confident

Friendly

Diffident

Aggressive

MODULATION

Excellent

Good

Flat

Monotonous

CLARITY

Sharp

Clear

Unclear

Garbled

PRESENTATION STRUCTURE AND FLOW

ROADMAP / AGENDA

Detailed

Brief

Unclear

INTRODUCTION

WIFM & Aim

Only Aim

Unclear

No Agenda
No
Introduction

BODY

Focused and
relevant

Content
driven

Content
Overload

Insufficient
Value Add

CONCLUSION

Summary &
Action Plan

Summary
only

Inadequate

No Summary

LANGUAGE FLUENCY

Very Fluent

Average

Discordant

Stocatto

VOCABULARY

Wide & Polished

OKAY

Limited

Poor

LOGICAL SEQUENCING

Dovetailed

OKAY

Disconnect

Random

GRASP / KNOWLEDGE

Excellent

Good

Average

Poor

NOTE : The X Marks in the boxes indicate Desired Behaviour / Results

42

PRESENTATION TOOLS / AIDS USED

CHOICE / HOW
APPROPRIATE

Appropriate

QUALITY OF THE TOOL

( EG . OHP SLIDES )

Professional

Good

Average

Poor

HANDLING OF TOOL

Skilled

Good

Average

Unskilled

Inappropriate

MANAGING THE AUDIENCE

INTEREST GENERATED

Excited them

Stirred

Now &
then

Uninterested

CONCERN SHOWN

Empathic

Attentive

Situational

Unconcerned

INVOLVEMENT

Generated
Discussions

Somewhat
engaged

Audience
Sponsored

Poor

Answered with
data & focus

Parried with
some
difficulty

Could not
answer
suitably

Completely
unprepared

HANDLING QUESTIONS

NOTE : The X Marks in the boxes indicate Desired Behaviour / Results

43

FOCUS AREAS
FOR
PRESENTATION
SKILLS
PROGRAM.

HEAD ANGLE/
POSITIONS,
EYE CONTACT,
FACIAL
EXPRESSIONS
BODY
POSTURE
SHOULD BE
ERECT AND
UPRIGHT
NOT
SLOUCHED
OR STOOPED
OR LEANING
ON TABLES
OR CHAIRS

HANDS &
FINGERS

FEET

HANDS &
FINGERS

FEET

RESTLESS FEET, ROCKING ON HEELS, ONE /TWO

STEPS FORWARD AND BACKWARDS, CROSSING
FEET WHILE STANDING

HANDS ON
HIPS
HANDS IN
POCKETS
HANDS
BEHIND
BACK
FINGERS
FIDDLING
WITH RING
FINGERS
JINGLING
COINS IN
POCKET
HOLDING
PEN/PENCIL
/MARKER
PEN WHILE
TALKING
CLICKING
BALL PEN
ON-OFF

44