Egyptian Maintenance Co.

Management Presentation Series

Communication skills.

BACK
7/15/15

:Table of contents
1- Introduction.
2- Main points:
2-1) Communication:
2-1-1) Definition.
2-1-2) Communication goals.
2-1-3) Types of communication.
2-1-4 Communication network.
2-1-5) Management Process.
2-1-6) Value of communication.
2-2) Listening:
2-3-1) Listening types.
2-2-2) Causes of poor listening.
2-2-3) Tips of Better listening.
2-2-4) How can we improve our listening skills
2-2-5) Analyzing audiences.
2-2-6)Tips of better delivery.

3- Summery.

7/15/15

:Introduction- 1
Communication process plays a great role in
our life.

Regardless of the size of business you are

in (whether a large corporation, a small
company, or even a home based business)
effective communication skills are
essential for success.

Listening considered as a vital tool of

communication process.

7/15/15

2-) Main Points:

2-1) Communication:
- Studies show a direct link between success
and the ability to listen.
- Listening and hearing are two different things.
Hearing is a sense everyone can hear but
listening is to realize and understand what
said.

7/15/15

2-1-1) Definitions:
Communication is a process of Transferring
massage from sender to receiver through
channels.

Says
what?
Who?

Massage

Sender

Receiver
Channels & means

In which
channel?
Feedback
7/15/15

With what
effect?

To
whom?

2-1-1) Definitions:
Distortion sources
Feedback

receiver

SENDER

sender

RECEIVER

BACK
7/15/15

2-1-1) Definitions:
All messages do not reach the receiver due to
distortion
Feedback

Receiver

Sender

Distortion
BACK
7/15/15

2-1-1) Definitions:
What causes distortion or the barriers to

?understanding/listening

Language
Semantics
Personal
Interests
Wordiness

Environment noise
Attention span
Physical hearing
problem
Speed of thought
BACK

7/15/15

2-1-2- Communication Goals:

To change behavior
To get and give
Information

To persuade

To get action

To ensure understanding
BACK

7/15/15

2-1-3) Types of Communications:

7/15/15

10

2-1-3) Types of Communications:

What are the most common ways
?we communicate
Oral ch
annel
(V e r b a
l)

nel
n
a
h
c
ten rbal)
t
i
r
W
-ve
n
o
N
(

el
n
n
a
c ch
i
n
o
tr
Elec Visual

Bod
y

Lan

g ua
ge

BACK
7/15/15

11

2-1-3) Types of Communications: Contd..

Oral channel
advantages - questions can be asked
and answered
feedback is immediate and direct
receiver can sense the senders sincerity
more persuasive

disadvantages
can lead to ill-considered statements
there is no permanent record of the
communication

BACK
7/15/15

12

2-1-3) Types of Communications: Contd..

Written channel
advantages - message can be revised

provides a permanent record

message stays the same when sent to several
receivers
receiver has more time to analyze the message

disadvantages - sender has no control over

where, when, or if the message is read

sender does not receive immediate feedback

receiver may not understand parts of the message
message must be longer to answer anticipated
questions
BACK

7/15/15

13

2-1-3) Types of Communications: Contd..

Electronic media
computers talk with others electronically
teleconferencing - groups of people in different
locations interact

audioconferencing - using telephone lines

videoconferencing - see one another on television
monitors

advantages - sharing of more information

speed and efficiency in delivering routine messages

inexpensive

disadvantages - difficulty in solving complex

problems

7/15/15

e-mail most appropriate for routine messages

unsuitable for confidential information
14

BACK

2-1-3) Types of Communications: Contd..

Body Language

BACK
7/15/15

15

Body Language

When you speak, you represent a brand;

the brand of you. How you talk, walk, and
look reflect upon that brand. What does
your body language say about you? Does it
say you're trustworthy, confident, and
competent, or just the opposite?

BACK
7/15/15

16

Body Language (contd)

There are many books and articles devoted

to body language, Sometimes too much
information is a bad thing. Let's keep it
simple. Here are some simple keys to
better express your messages with the
help of body language.

BACK
7/15/15

17

Body Language
Gestures

BACK
7/15/15

18

The Handshake
Use in saying hello, goodbye or sealing
business deals. HOW?
1- Use right hand.
2- Grasp-palm to palm
3- Do not squeeze.
3- Shake without pumping.
4- Release after a few seconds.
5- Face to face and eye contact
6- Smile
7- Speak.
BACK
7/15/15

19

The Stance
Keep your weight
balanced on both feet,
stand tall, eyes ahead.
When sitting, avoid
slumping into the fold
of your chair or leaning
back.
Watch as people respond
to you differently.
BACK
7/15/15

20

The Arms
Keep your hands and
arms unfolded.
Simply avoid putting
anything in between you
and the listener.
Don't hold a binder.
Try to avoid standing
behind a podium when
possible.

BACK
7/15/15

21

The hands

Use your hands! Don't try to

mimic other people's gestures
because you will look contrived.
However, feel free to use your
hands in a way that feels
natural.
Videotape yourself speaking to
see whether your gestures
appear natural and comfortable.

You might discover that you use

few, if any, gestures. Free
yourself!
BACK
7/15/15

22

The Air of Confidence

Pay attention to small,

potentially distracting body
movements, like tapping your
toes or fidgeting with your
fingers, pens, or coins -- all
signs of nervous energy.
Look and sound more
engaged by channeling that
energy into face, voice, and
hand gestures.
BACK
7/15/15

23

Eye contact

Maintain eye contact 70% to 80%

of the time.
Make everyone feel included and
important.
Look at the person you're
speaking to you.
If you're addressing a small or
large group, break the room into
three parts.
Focus on one individual, make a
point, shift your gaze to another
part of the room, make a point,
and do the same for the rest of the
room.
7/15/15

second 3
rule
A
u
d
i
e
n
c
e
24

BACK

Voice

Voice

Speed

Volume

Emotion

Tone

Stress

Speak clearly and moderately

Speak in a loud voice
Sound to the farthest listeners
Change the tone due to the ideas presents
BACK
7/15/15

25

2-1-4) Communication networks

volume of communication received depends on
position in the decision-making structure

independent, decentralized decision makers

have the lowest communication needs
centralized decision makers need and are
exposed to greater volumes of communication
some decentralized decision makers are so
interconnected that they require even more
information than centralized ones
interorganizational collaborations complicate
communication networks even further
BACK

7/15/15

26

2-1-4) Communication networks: Contd

Three Communication Networks

Independent,
decentralized
decision makers

Centralized
decision makers
(commanders)

Connected,
decentralized
decision makers

= places where actions are taken and information is generated

7/15/15

= centralized decision maker

BACK
27

2-1-4) Communication networks: Contd

Complexity In Technology Collaboration And Networks
Internal network

Single partner collaboration

Internal network and multiple external collaborators

BACK
7/15/15

28

2-1-5) Managing communication processes

Communications planning:
Determining the information and
communications needs of the
stakeholders
Information distribution:
Making needed information available in
a timely manner
BACK
7/15/15

29

2-1-5) Managing communication processes

(contd)

Performance of reporting:
Information collecting and
disseminating performance.
Administrative closure:
Generating, gathering, and
disseminating information to formalize
phase or project completion
BACK

7/15/15

30

2-1-6) Value of communication

Communication is the glue

that holds organizations
together:
relationships
products
Systems

Tasks are accomplished

more successfully
BACK

7/15/15

31

2-1-6) Value of communication

(contd)

Conflict resolved more

easily
Services delivered in a
quality manner
Increase employee
effectiveness
Increase work efficiency
Increase productivity
Positively impact the bottom
line!!
BACK

7/15/15

32

2-2) Listening

BACK
7/15/15

33

Listeningthe other side of- 2-2

communication
Too many people see communication as merely speaking.

Messages must be received as well as sent.

A good question to ask yourself is, are you
really listening or simply waiting for your
turn to talk?
If you are thinking about your reply before
the other person has finished, then you are
BACK
not listening!
7/15/15

34

2-2) Listening
2-2-1) Listening types:
-Appreciative

Listening for pleasure or

enjoyment.
Music, movies, comedy, plays
-Empathetic
Listening to provide emotional support for
speaker.
A doctor listens to a patient; you listen
to a friends rant
7/15/15

35

2-2-1) Listening types: (contd)

-Comprehensive

Listening to understand
the speakers massage.
Directions from your mgr. ; in a class or
seminar.
-Careful
Listening to evaluate a massage.
A campaign speech; research
paper.
The comprehensive & careful listening might require you to think *
& 7/15/15
evaluate while listening, this helps developing creative
36
. thinking skills

:Causes of poor listening) 2-2-2

Not concentrating:
- Daydreaming, mind wandering,
dozing, thinking in other issues,
exhausted.
Listening too hard:
- Trying to remember every fact, no
matter how minute it might be.

7/15/15

37

: Causes of poor listening (contd)) 2-2-2

Jumping to conclusions:
- Putting words into the speakers
mouth; interrupting
speaker, anticipating what speaker
will say/do next.
Focusing on delivery style instead of
massage:
- Speakers accent, clothes, stuttering,
38
presentation tools.
7/15/15

2-2-3) Tips of Better listening (contd) :

Take listening seriously

like any skill it takes practice & selfdiscipline.
Resist distractions
When you catch your mind wondering,
pull it back to track; dont try to
anticipate what the speaker will say.
BACK

7/15/15

39

2-2-3) Tips of Better listening (contd) :

Do not be diverted by appearance or delivery

- Gandhi was strange in appearance but
was excellent speaker, concentrate on
the context.
Suspend judgment
- dont be biased , wait until the message
is delivered a closed mind is an empty
mind.
BACK

7/15/15

40

2-2-3) Tips of Better listening (contd) :

Focus your listening:

- Listen for main points
A good speech only has a few main points.
- Listen for evidence
Is it accurate?
Are the sources objective?
Is it relevant?
Is it sufficient to support the speakers
claim?
- Listen for technique
Study the speakers technique as a learning (body
language tool, voice tone and volume).
BACK
7/15/15

41

2-2-4) How can we improve our

listening
PARAPHRASING
PARAPHRASING

SUMMARIZIN
SUMMARIZIN
G
G

Restating
Restating what
what
another
another has
has
said
said in
in your
your
own
own words
words

Pulling
Pulling
together
together the
the
main
main points
points of
of
aa speaker
speaker

QUESTIONING
QUESTIONING

Challenging
Challenging
participants
participants to
to
tackle
tackle &
& solve
solve
problems
problems
7/15/15

BACK
42

!Paraphrasingtry it out
Paraphrasing is simply
restating what another person
has said in your own words.
The best way to paraphrase is
to listen carefully to what the
other person is saying.
Paraphrase often so you
develop the habit of doing so.

Use initial phrases such as:

In other words
I gather that
If I understand what you
are saying
What I hear you saying is
Pardon my interruption, but
let me see if I understand
you correctly

Practice some of the

following techniques on your
colleagues.
BACK
7/15/15

43

!Summarizingtry it out
Summarizing pulls
important ideas, facts or
data together to establish a
basis for further discussion
and/or review progress.
Try out these summarizing phrases:
If I understand you correctly,
your main concerns are
These seem to be the key
ideas you have expressed

The person summarizing

must listen carefully in
order to organize the
information systematically.
It is useful for emphasizing
key points.

BACK

7/15/15

44

Questioninga critical facilitation

skill

There are two basic types of questions:

1.

Closed questions

generally result in short yes/no or other

one word answers. They should be used
only when you want precise, quick
answers. Otherwise, they inhibit thought.
2. Open-ended questions
invite an actual explanation for a
response. Questions that begin with
how, what and why are typical.
BACK
7/15/15

45

:Analyzing the audiences) 2-2-5

(Primary purpose of a speech is to get a
desired response.)
* To whom are you speaking?
* What do you want them to know, believe or do
as a result?
* What is the most effective way to compose &
present your speech to accomplish those
ends?
7/15/15

46

2-2-6) Tips of better delivery

Estimate available time.

Rehearse before delivery starting.
Use short messages (K.I.S.S)
Always use evidence (references, reports,
magazines, statistics,)
Database conclusion.
Use clear body language.
If possible, wrap up and confirm
BACK

7/15/15

47

3- Summery
There is amazing power hidden within the
structure of communication.
Communication operates well beyond the
scope of your conscious awareness.
Making it an ideal open door through which
persuasion enters and exits.
BACK
7/15/15

48

3) Summery Cont :
Communication skills are a critical
element in delivering effective training.
Trainers must be able to use a variety of
communication techniques in order to
create an environment that enables
participants to engage actively in the
learning process.
BACK
7/15/15

49

THANK YOU

BACK
7/15/15

50