Instructor: Hoang Anh Duy, MBA Email: duyha@ftu.edu.

vn

PROCESS OF COMMUNICATION

Communicate for the first meet

Stand up when you meet someone. Smile Use eye contact Introduce yourself actively Shake hand Exchange name card Remember his/her name for the 1st time you meet him/her. Listen to him/her. Only call their nickname if they wish to.

Space Distancing
Close space: 0 --> 50 cm Private space: 50cm --> 1,2 m Social space: 1,2 m --> 3,6 m Public space: > 3,6 m

Types of communication
Communication

Verbal communication

Non-Verbal communication

Remember
1

ABC
2

5C
3

7C

11 May 2012

ABC Principle
Accuracy
Brevity Clarity

5C & 7C Principle
1. Clear
2. Complete 3. Concise

4. Correct
5. Courteous 6. Consistency 7. Cautious

Ineffective Communication
Case 1: Today, the supervisor of a cake shop received 50 cakes from the supplier. She is so disappointed because she is sure that she phoned to order only 15 cakes yesterday. These cake cannot be kept longer, so if they are not sold today, she has to throw them away. Case 2: An insurance company sent their offers to a large number of customers. Some of these customers were dead. So, the offers made their family sad.

 Case 3: A perfume firm advertised their products during the interlude of an international football match because this is an attractive program. However, their sales did not increase. Case 4: A company will rehearse a prevent-and-fightfire program and board of management will send a list of employees who should be involved in this rehearsal. However, on the day of rehearsal, a manager doesnt receive the list, so he decided all 40 employees in his department stay there. This caused higher cost for the company, so they need to organize another rehearsal.

WHY DO THEY COMMUNICATE INEFFECTIVELY?

Wrong message
Case 1 Case 2

Wrong method

Wrong object

No message

Case 3
Case 4

11

Non-Verbal communication
It is a transmission of messages by some medium other than speech or writing. It could be visual or auditory signals. It is very necessary to realize as to when & where to use them in place of verbal communication. Body language & other non-verbal cues occupy 93% of our communication whereas speech takes only 7%.

Types of Non-verbal Communication

Kinesics: Facial expressions, Postures & Gestures. Oculesics: Eye Contact Haptics: The communication of touch Proxemics: The Communication of space & proximity. Chronemics: The effect of time on communication Smile

Body Language
It is communication of personal feelings, emotions, attitudes & thoughts through body movements. Body Acting as a truth talker actions do speak louder than words.

Body language

Contd.
Paralinguistic: Variations in pitch, speed, volume & pauses that convey meaning. Physical Appearance: Attire, accessories, etc.. Body language includes gestures, postures, facial expressions, eye contact & physical appearance. That is What we say? is less important than How we say it?

Obama bowing to convention

Dos & Don'ts of Body Language

Dont cross your arms or legs Have eye contact, but dont stare Dont be afraid to take up some space Relax your shoulders Nod when they are talking Dont slouch, sit up straight Lean, but not too much

Contd
Dont touch your face Keep you head up Use your hands more confidently Dont stand too close

Speaking skills

Voice
VD: You will be promoted You will be promoted You will be promoted Tone Emphasis Volumn Pronounce Rhythm (Fluency) Speed

3. SPEAKING STYLES
Direct: Courteous: Ironic/derisive

Allusion/Implication:

4. Effective speaking skills

Thinking before speaking! Prepare what you will say. Gain listeners attention.

Speak briefly, easy to understand.

Use usual and popular statements and idioms. Use suitable tone in the context. Ask for feedback (repeat).

LISTENING SKILLS

Listen vs. Attentively listen

Listen
Only use ears Physical process, unconsciously

Attentively listen
Use ears and brain/intellect

Analyze, select, store and reject Pay attention, analyze and understand

Receive sound by physical respond

Passive process

Active process

Listening & Attentively Listen levels

ng cm

Concentrate
Select

Pretend
Ignore

Listening Skills
Real listening is an active process that has three basic steps. Hearing. Hearing just means listening enough to catch what the speaker is saying. Understanding. The next part of listening happens when you take what you have heard and understand it in your own way. Judging. After you are sure you understand what the speaker has said, think about whether it makes sense

Obstacles of attentively listening

Speaker (appearance, voice, styles) Context/Environment (noise, large,) Culture barriers (language, norms, beliefs,) Background/Knowledge Listeners feelings and attitudes (unhappy, arrogant, prejudice,

Listening Skills
Tips for being a good listener: Give your full attention on the person who is speaking. Make sure your mind is focused. Let the speaker finish before you begin to talk. Let yourself finish listening before you begin to speak! You can't really listen if you are busy thinking about what you want say next.

Listening Skills
Listen for main ideas. The main ideas are the most. They may be mentioned at the start or end of a talk, and repeated. Pay special attention to statements that begin with phrases such as "My point is..." or "The thing to remember is..." If you are not sure you understand what the speaker has said, just ask. It is a good idea to repeat in your own words what the speaker said so that you can be sure your understanding is correct. For example, you might say, "When you said that no two zebras are alike, did you mean that the stripes are different on each one?" Sit up straight and look directly at the speaker. At appropriate points you may also smile, frown, laugh, or be silent. These are all ways to let the speaker know that you are really listening. Remember, you listen with your face as well as your ears!

Ask questions: -

Give feedback:
-

WRITING SKILL Outline Style

Chronological
Shows events in order as they occurred Takes the audience on a journey through a flowing presentation States the problem, the whys, your solution, and a summary

Narrative

Problem/ Solution

States the cause and explains the effects

Cause/ Effect

Outline Style
Topical

Divides the general topic into several subtopics

Uses some or all of the what, who, where, when, why, and how questions

Journalistic
Questions

Outline Format

Introduction

Outline Format

Body

Conclusion

Writing Skills
The acronym AIDA is a handy tool for ensuring that your copy, or other writing, grabs attention. The acronym stands for: - Attention (or Attract) - Interest - Desire - Action.

Writing Skills
1. Attention/Attract In our busy world, everybody need to be quick and direct to grab people's attention. Use powerful words, or a picture that will catch the reader's eye and make them stop and read what you have to say next. 2. Interest This is one of the most challenging stages. Gaining the reader's interest is a deeper process than grabbing their attention. Help them to pick out the messages that are relevant to them quickly. So use bullets and subheadings, and break up the text to make your points stand out. Rhetoric is the ancient art of using language to persuade. If you use it well, your audience will easily understand what you're saying, and will be influenced by your message.

Writing Skills
3. Desire As you're building the reader's interest, you also need to help them understand how what you're offering can help them in a real way. The main way of doing this is by appealing to their personal needs and wants. 4. Action Finally, be very clear about what action you want your readers to take; for example, "Visit www.ftu.edu.vn now for more information.

Practice
Look at this letter to Mr. Cole (Head of Accounting) and find out what mistakes Mr. Brown (Head of marketing) made. Correct them and draft a good letter.

From: Peter To: Andy

Thanks for your ppt documents. I will take a look at them tonight and feedback asap. OK?

Questioning Techniques
Wrong questions - wrong answer! Right questions can help to improve a whole range of communications skills, such as: better information and learn more; stronger relationships, manage people more effectively and help others to learn too.

Open and Closed Questions

A closed question usually receives a single word or very short, factual answer.
E.g. "Are you thirsty?" The answer is "Yes" or "No.

Open questions elicit longer answers, usually begin with what, why, how. An open question asks the respondent for his or her knowledge, opinion or feelings. E.g. "Tell me" and "describe" can also be used in the same way as open questions.

Questioning Techniques
Open questions are good for: Developing an open conversation: "What did you get up to on vacation?" Finding our more detail: "What else do we need to do to make this a success?" Finding out the other person's opinion or issues: "What do you think about those changes?"

Questioning Techniques

Closed questions are good for: Testing your understanding, or the other person's: "So, if I get this qualification, I will get a raise?" Concluding a discussion or making a decision: "Now we know the facts, are we all agreed this is the right course of action?" Frame setting: "Are you happy with the service from your bank?" A misplaced closed question, on the other hand, can kill the conversation and lead to awkward silences, so are best avoided when a conversation is in full flow.

Questioning Techniques
Funnel Questions This technique involves starting with general questions, and then homing in on a point in each answer, and asking more and more detail at each level. Probing Questions Asking probing questions is another strategy for finding out more detail. E.g. asking your respondents for an example, to help you understand a statement they have made. At other times, you need additional information for clarification, "When do you need this report by, and do you want to see a draft before I give you my final version?", or to investigate whether there is proof for what has been said, "How do you know that the new database can't be used by the sales force?

Questioning Techniques
Leading Questions Leading questions try to lead the respondent to your way of thinking: With an assumption: "How late do you think that the project will deliver?". This assumes that the project will certainly not be completed on time. By adding a personal appeal to agree at the end: "Lori's very efficient, don't you think?" or "Option 2 is better, isn't it?" Phrasing the question so that the "easiest" response is "yes" (our natural tendency to prefer to say "yes" than "no" plays an important part in the phrasing of referendum questions): "Shall we all approve Option 2?" is more likely to get a positive response than "Do you want to approve option 2 or not?". A good way of doing this is to make it personal. For example, "Would you like me to go ahead with Option 2?" rather than "Shall I choose Option 2?". Giving people a choice between two options, both of which you would be happy with, rather than the choice of one option or not doing anything at all. Strictly speaking, the choice of "neither" is still available when you ask "Which would you prefer of A or B", but most people will be caught up in deciding between your two preferences.

Questioning Techniques

Probing questions are good for: Gaining clarification to ensure you have the whole story and that you understand it thoroughly; and Drawing information out of people who are trying to avoid telling you something. Leading questions are good for: Getting the answer you want but leaving the other person feeling that they have had a choice. Closing a sale: "If that answers all of your questions, shall we agree a price?"

Questioning Techniques
Rhetorical Questions Rhetorical questions aren't really questions at all, in that they don't expect an answer. They're really just statements phrased in question form: "Isn't John's design work so creative?" People use rhetorical questions because they are engaging for the listener as they are drawn into agreeing ("Yes it is and I like working with such a creative colleague") rather than feeling that they are being "told" something like "John is a very creative designer". (To which they may answer "So What?")

Using Questioning Techniques

Open & Close question Learning Rhetorical and leading questions Probing questions Funnel question

Relationship building
Managing and coaching Avoiding misunderstandings De-fusing a heated situation Persuading people

Using Questioning Techniques

Learning: Ask open and closed questions, and use probing questioning. Relationship building: People generally respond positively if you ask about what they do or enquire about their opinions. If you do this in an affirmative way "Tell me what you like best about working here", you will help to build and maintain an open dialogue. Managing and coaching: Here, rhetorical and leading questions are useful too. They can help get people to reflect and to commit to courses of action that you've suggested: "Wouldn't it be great to gain some further qualifications?" Avoiding misunderstandings: Use probing questions to seek clarification, particularly when the consequences are significant.

Using Questioning Techniques

De-fusing a heated situation:
You can calm an angry customer or colleague by using funnel questions to get them to go into more detail about their grievance. This will not only distract them from their emotions, but will often help you to make them feel that they have "won" something, and no longer need to be angry.

Persuading people: No one likes to be lectured, but asking a series of open questions will help others to embrace the reasons behind your point of view. "What do you think about bringing the sales force in for half a day to have their laptops upgraded?"