Course File:

COURSE NAME:

MANAGERIAL COMMUNICATION

COURSE CODE:

EN-214 A
MBA/BMI-II/IV YEAR

BY:

LAVANYA PALURI
Department of Management
Lingaya’s Vidyapeeth
Faridabad
 INDEX
Remarks
S.N. Contents
Page
Number

1. Time Table/Load

2. Syllabus Details

3. Academic Calendar

4. Lecture plan

5 Lesson plan of the

sections

6. Internal marks distribution

7. Assignments & Activities

for the coming semester
8. Sample Quizzes

9. Question Bank

10. Mid Term QP

Evaluation Scheme for MBA/BMI-II/IV Year

Examinations Weightage

End-term 75%

Examination 10%

Mid-term 5+5=10%
Examination 5%
Assignment/Quiz 100
Attendance

Total
 Lesson Plan- 2018-19
Course:MBA/BMI-II/IV Year Semester: Even

Subject Name: Managerial Communication Subject Code: EN-214 A

Date Remarks Signature of
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Signature of HOD:

ABQ

Unit 1:
Oral Presentation was given by students on the topic of their choice topic

Unit 2:

Oral Presentation was given by students on the topic of their choice

Unit 3:

Oral Presentation was given by students on the topic of their choice

 MBA/BMI-II/IV Year Semester-Even

Subject Name: Managerial Communication

Subject Code: EN- 214 A

[Time: 10 Min] [Max. Marks: 10]

Q1.Presentation of the PPt. presentation prepared on the assigned topic, and

interaction

Result: - Though they were very interested in the class, they showed difficulty
in expression.

Reasons may be:

1. Language problem

2. Lack of reading for study: Applicable to all. No student has the reading habit
and they are not interested also

3. Lack of critical thinking and analyzing competency : Harsh is good at

critical thinking and expression

4. No preparation beyond the class. Applicable to all

Suggestions to implement

1. Encourage reading – departmental library has been made just to encourage

reading habit among students.

2. More written work through reference

3. More public addressing practice through PPt Presentartions

Detailed Notes
Unit 1: Communication in Business

Introduction

Communications is fundamental to the existence and survival of humans as well as to an organization. It is a process
of creating and sharing ideas, information, views, facts, feelings, etc. among the people to reach a common
understanding. Communication is the key to the Directing function of the management.

A manager may be highly qualified and skilled but if he does not possess good communication skills, all his ability
becomes irrelevant. A manager must communicate his directions effectively to the subordinates to get the work done
from them properly.

Communications Process

Communications is a continuous process which mainly involves three elements viz. sender, message, and receiver.
The elements involved in the communication process are explained below in detail:

1. Sender

The sender or the communicator generates the message and conveys it to the receiver. He is the source and the one
who starts the communication

2. Message

It is the idea, information, view, fact, feeling, etc. that is generated by the sender and is then intended to be
communicated further.

3. Encoding

The message generated by the sender is encoded symbolically such as in the form of words, pictures, gestures, etc.
before it is being conveyed.

4. Media

It is the manner in which the encoded message is transmitted. The message may be transmitted orally or in writing.
The medium of communication includes telephone, internet, post, fax, e-mail, etc. The choice of medium is decided
by the sender.

5. Decoding

It is the process of converting the symbols encoded by the sender. After decoding the message is received by the
receiver.
6. Receiver

He is the person who is last in the chain and for whom the message was sent by the sender. Once the receiver
receives the message and understands it in proper perspective and acts according to the message, only then the
purpose of communication is successful.

7. Feedback

Once the receiver confirms to the sender that he has received the message and understood it, the process of
communication is complete.
8. Noise
It refers to any obstruction that is caused by the sender, message or receiver during the process of communication.
For example, bad telephone connection, faulty encoding, faulty decoding, inattentive receiver, poor understanding of
message due to prejudice or inappropriate gestures, etc.

Importance of Communication
1. The Basis of Coordination

The manager explains to the employees the organizational goals, modes of their achievement and also the
interpersonal relationships amongst them. This provides coordination between various employees and also
departments. Thus, communications act as a basis for coordination in the organization.

2. Fluent Working

A manager coordinates the human and physical elements of an organization to run it smoothly and efficiently. This
coordination is not possible without proper communication.

3. The Basis of Decision Making

Proper communication provides the information to the manager that is useful for the decision making. No decisions
could be taken in the absence of information. Thus, communication is the basis of taking right decisions.

4. Increases Managerial Efficiency

The manager conveys the targets and issues instructions and allocates jobs to the subordinates. All these aspects
involve communication. Thus, communication is essential for the quick and effective performance of the managers
and the entire organization.

5. Increases Cooperation and Organizational Peace

The two-way communication process promotes co-operation and mutual understanding amongst the workers and
also between them and the management. This leads to less friction and thus leads to industrial peace in the factory
and efficient operations.
6. Boosts Morale of the Employees

Good communication helps the workers to adjust to the physical and social aspect of work. It also improves good
human relations in the industry. An efficient system of communication enables the management to motivate,
influence and satisfy the subordinates which in turn boosts their morale and keeps them motivated.

Types of Communication

People communicate with each other in a number of ways that depend upon the message and its context in which it
is being sent. Choice of communication channel and your style of communicating also affects communication. So,
there is variety of types of communication.

Types of communication based on the communication channels used are:

Verbal Communication
Nonverbal Communication
Verbal Communication

Verbal communication refers to the the form of communication in which message is transmitted verbally;
communication is done by word of mouth and a piece of writing. Objective of every communication is to have
people understand what we are trying to convey. In verbal communication remember the acronym KISS(keep it
short and simple).

When we talk to others, we assume that others understand what we are saying because we know what we are saying.
But this is not the case. usually people bring their own attitude, perception, emotions and thoughts about the topic
and hence creates barrier in delivering the right meaning.

So in order to deliver the right message, you must put yourself on the other side of the table and think from your
receiver’s point of view. Would he understand the message? how it would sound on the other side of the table?

Verbal Communication is further divided into:

Oral Communication
Written Communication

Oral Communication

In oral communication, Spoken words are used. It includes face-to-face conversations, speech, telephonic
conversation, video, radio, television, voice over internet. In oral communication, communication is influence by
pitch, volume, speed and clarity of speaking.

Advantages of Oral communication are:

It brings quick feedback.

In a face-to-face conversation, by reading facial expression and body language one can guess whether he/she should
trust what’s being said or not.

Disadvantage of oral communication

In face-to-face discussion, user is unable to deeply think about what he is delivering, so this can be counted as a
Written Communication

In written communication, written signs or symbols are used to communicate. A written message may be printed or
hand written. In written communication message can be transmitted via email, letter, report, memo etc. Message, in
written communication, is influenced by the vocabulary & grammar used, writing style, precision and clarity of the
language used. Written Communication is most common form of communication being used in business. So, it is
considered core among business skills.

Memos, reports, bulletins, job descriptions, employee manuals, and electronic mail are the types of written
communication used for internal communication. For communicating with external environment in writing,
electronic mail, Internet Web sites, letters, proposals, telegrams, faxes, postcards, contracts, advertisements,
brochures, and news releases are used.
Advantages of written communication includes:
Messages can be edited and revised many time before it is actually sent.
Written communication provide record for every message sent and can be saved for later study.
A written message enables receiver to fully understand it and send appropriate feedback.

Disadvantages of written communication includes:

Unlike oral communication, Written communication doesn’t bring instant feedback.

It take more time in composing a written message as compared to word-of-mouth. and number of people struggles
for writing ability.

Nonverbal Communication

Nonverbal communication is the sending or receiving of wordless messages. We can say that communication other
than oral and written, such as gesture, body language, posture, tone of voice or facial expressions, is called
nonverbal communication. Nonverbal communication is all about the body language of speaker.

Nonverbal communication helps receiver in interpreting the message received. Often, nonverbal signals reflects the
situation more accurately than verbal messages. Sometimes nonverbal response contradicts verbal communication
and hence affect the effectiveness of message.
Nonverbal communication have the following three elements:

Appearance
Speaker: clothing, hairstyle, neatness, use of cosmetics
Surrounding: room size, lighting, decorations, furnishings

Body Language
facial expressions, gestures, postures

Sounds
Voice Tone, Volume, Speech rate

Types of Communication Based on Purpose and Style

Based on style and purpose, there are two main categories of communication and they both bears their own
characteristics.
Formal Communication
Informal Communication
Formal Communication

In formal communication, certain rules, conventions and principles are followed while communicating message.
Formal communication occurs in formal and official style. Usually professional settings, corporate meetings,
conferences undergoes in formal pattern. In a formal communication, use of slang and foul language is avoided and
correct pronunciation is required. Authority lines are needed to be followed in formal communication.
Informal Communication

Informal communication is done using channels that are in contrast with formal communication channels. It’s just a
casual talk. It is established for societal affiliations of members in an organization and face-to-face discussions. It
happens among friends and family. In informal communication use of slang words, foul language is not restricted.
Usually. informal communication is done orally and using gestures.
Informal communication, Unlike formal communication, doesn’t follow authority lines. In an organization, it helps
in finding out staff grievances as people express more when talking informally. Informal communication helps in
building relationships.
Visual Communication

A third type of communication is visual communication through visual aids such as signs, typography, drawing,
graphic design, illustration, color and other electronic resources.

Visual communication with graphs and charts usually reinforces written communication, and can in many case
replace written communication altogether. As the adage goes “a picture is worth a thousand words,” such visual
communication is more powerful than verbal and nonverbal communication on many occasions. Technological
developments have made expressing visual communications much easier than before.

A good understanding of different types of communication and communication styles can help you know and deal
with people better, clear up misunderstandings and misconceptions, and contribute to the success of the
enterprise.

COMMUNICATION NETWORKS

A communication network is the pattern of directions in which information flows in the organization. Channels of
communication (networks by which information flows) are either formal networks or informal networks. Formal
networks follow the authority chain and are limited to task-related communications. The informal network
(grapevine) is free to move in any direction, skip authority levels, and is as likely to satisfy group members' social
needs as it is to facilitate task accomplishments.

Types of Communication Networks in Organizations is shown below

Chain Network
In chain network, communication travels up and down through the hierarchy. Each person communicates with only
the person directly above or below in terms of reporting relationships. The chain network rigidly follows the formal
chain of command.

Y Network Communication

In the Y network, the flow of communication resembles an upside down Y; information flows upward and
downward through the hierarchy, widening to encompass the number of employees reporting to a supervisor.

Wheel Network

In a wheel network, information flows to and from a single person. Employees in the group communicate primarily
with that person rather than with each other. Such a communication network is a fast means of getting information
to employees, since the person at the hub of the wheel can do so directly and efficiently. The wheel network relies
on the leader to act as the central conduit (channel) for the entire group's communication.

The chain network, the Y network and the wheel network are fairly centralized in that most messages must flow
through a pivotal (essential, crucial) person in the network. In the wheel network, the most centralized, all messages
must flow through the individual at the centre of the wheel. In the chain network, some members can communicate
with more than one member of the network, but the individual in the centre of the chain still tends to emerge as the
controller of the messages. In the Y network, the member at the fork of the "Y" usually becomes the central person
in the network.

Circle Network

In a circle network, employees communicate only with adjoining members of the organization. The circle network is
analogous to a group working in a physical arrangement such that workers can communicate with their immediate
neighbour but not with others in the group.

All channel network communication examples

The All-Channel Network or the Star Network

In an all-channel network, communications flow upward, downward and laterally among all members of the group.
This pattern of communication supports an egalitarian, (equal, unrestricted) participative culture and fosters
(promote, cultivate) cross-functional efforts.

The all-channel network is best if you are concerned with having high member satisfaction.

The circle network and the all-channel network are more decentralized in that there is freer communication among
the various members. In the circle network, each member can communicate with the individual on either side. The
all-channel network is the most decentralized of the networks; each member can communicate with any other
member.
Direction of Communication flow in an Organization

Within organizations, there are three directions in which communications flow: downward, upward and laterally
(horizontal).

Downward Communication

Downward communication involves a message travelling to one or more receivers at the lower level in the
hierarchy. The message frequently involves directions or performance feedback. The down ward flow of
communication generally corresponds to the formal organizational communications system, which is usually
synonymous with the chain of command or line of authority. This system has received a great deal of attention from
both managers and behavioural scientists since it is crucial to organizational functioning.

Upward Communication

In upward communication, the message is directed toward a higher level in the hierarchy.
It is often takes the form of progress reports or information about successes and failures of the individuals or work
groups reporting to the receiver of the message. Sometimes employees also send suggestions or complaints upward
through the organization's hierarchy.
The upward flow of communication involves two distinct manager-subordinate activities in addition to feedback:
The participation by employees in formal organizational decisions.
Employee appeal is a result against formal organization decisions. The employee appeal is a result of the industrial
democracy concept that provides for two-way communication in areas of disagreement.
Stimulating Upward Communication
Although most managers agree on the need for upward communication, it is often not clear what actions can be
taken to stimulate it. Given this situation, it is important to develop ways to stimulate upward communication.
Planty and Machaver give the following suggestions.

If properly utilized, upward communication is potentially one of the most useful managerial practices. Upward
communication keeps managers aware of how employees feel about their jobs, co-workers and the organization in
general. Managers also rely on upward communication for ideas on how things can be improved.

Lateral Communication

When takes place among members of the same work group, among members of work groups at the same level,
among managers at the same level or among any horizontally equivalent personnel, we describe it as lateral
communications. In lateral communication, the sender and receiver(s) are at the same level in the hierarchy. Formal
communications that travel laterally involve employees engaged in carrying out the same or related tasks.

The messages might concern advice, problem solving, or coordination of activities.

Unit 2: Oral Communication [Activity Based]

Barriers and Gateways to Effective Communication

Barriers of Communication

The success of an act of communication depends upon many factors like the choice of the appropriate message,
understanding of the audience, preparedness of the sender and the receiver, selection of the right channel and code.
But absence of barriers is the most important requirement for the success of all modes of communication.
The barriers to communication include:
Wrong choice of Medium

Whatever message we may want to convey, it has to be transmitted through an appropriate medium. If someone
wants to send a message instantly to a distant friend, s/he cannot use the ‘word of the mouth’ in the face to face
mode to do that. It has to be either telephonic, computer-mediated e-mail or tele-fax. Similarly a manger cannot use
a letter to give a report of the Annual Sales Proceeds of his/her company; a specially designed report has to
submitted for this purpose. A telephonic information regarding a promotion is less important than conveying the
message face to face. While dealing with a problematic employee, for example, one may resort to issuing memos but
this should be the last resort as the memos pile up documentary evidence against the person and embitter his
relationship with the sender. On the other hand, such disputes can be easily sorted out through the word of the mouth
or through non-verbal means, may be smile and a pat.

Selective perception

Different people have different perceptions of different things. When the receiver has a different perception from
that of a sender regarding the idea or information being transmitted, then communication is bound to be adversely
affected. Usually a receiver filters a message in accordance with his experience, interests, needs, motivations,
background and other socio-psychological characteristics and has the potential to twist a message in his/her own
favour. Differences in perspectives or perceptions leads to miscommunication as it results in the loss of symbols,
distortion of the symbols and the creation of new symbols

Defensiveness

Often it so happens that the receiver finds the message threatening and thus unacceptable, and shows reluctance to
receive the message. While filtering the message, the receiver therefore maintains a defensive stand and affects
communication negatively.

Physical Barrier

Noise is the most notorious physical barrier which often disrupts communication. This is usually the case in places
where noise from the machines or electronic gadgets hinders proper transmission of the message. Under noise we
can also include all kinds of physical interferences like illegible handwriting, poor and inaudible telephonic
conversation or recordings, smudged copies of duplicated typescripts, low level of light on the projector screens. In
pubic speaking, the technical problem with the microphone often spoils the show.

Time and Distance

The time when a statement is made or information is conveyed can also make a difference. Often it is seen that some
officers prefer to talk to the outsiders in the morning. There might be also communication gap among people
working on different shifts. A person working on the day shift may not be able to understand the problem of a
person on the night shift. The sitting arrangement in the places of meetings may also cause problems in getting the
message across. A person sitting near the window may not be able to get a message clearly because of the external
distractions. On the other hand a person sitting in the first row or the first few rows may get the right message.

Semantic Barriers

Sometimes there is breach of communication due to the different meanings that the sender and the receiver assign to
a particular word or expression. In every language, different words have a lot of denotative as well as connotative
meanings and when the sender and receiver of a message attach two different meanings to a word, there is
communication gap. This may happen due to the differences in the social, economic and cultural backgrounds of the
participants. In order to avoid such barriers the speaker or the writer should use words which have clear meanings,
are familiar to the sender and the receiver and words that have positive connotations.

Difference in Comprehensive of Reality

All human beings do not perceive the reality in the same manner. Some simply believe in themselves and do not
accept anything that goes against their beliefs; some may try to understand reality when it is supported by
documentary evidence; some draw inferences and some others get affected by others’ opinions. In stead of being
objective, we often go by subjective interpretations of reality. When our subjective interpretations dominate over the
objective facts, communication is the worst victim.

Socio-Psychological Barriers

Socio-psychological barriers include the hindrances that arouse due to our attitudes, opinions, emotions, mind-set
and other behavioural eccentricities. They can be enlisted as follows:

(i) Attitudes and Opinions:

Our attitudes and opinions impact the way we respond to a person or a message transmitted by that person. If the
person/message is favourable to us we respond positively but when it is not favourable to us, we react negatively
and disrupt communication.

(ii) Emotions:

A mind filled with emotions cannot be rational. Hence when we are either excited or agitated, we tend to block the
transmission of a message and cause breach of communication.

(iii) Closed-mind:

In order to receive and reciprocate a message, we need to have a open mind. A closed-mind is just like a closed
door, obstructing the inflow of information.
(iv) Status-Consciousness:

Being over-conscious of our higher or lower status, we do not express ourselves openly and thus block the proper
transmission of a message.

(v) The source of communication:

Our reaction to a message depends upon the source from which it has originated. We trust it if the source is reliable
and do not trust it when it is not.

(vi) Inattentiveness:

While listening to somebody, we often unconsciously remain inattentive when the idea being transmitted is new and
our mind is not ready to accept it.

(vii) Faulty transmission:

Sometimes a message is lost when it is not properly transmitted either due to a defective channel or due to the
unpreparedness of the receiver.

(viii) Poor retention:

Human memory has limited storage capacity and any message that is extraordinarily long or disjointed is likely to be
lost. This is particularly the case with oral messages which are lost due to poor human retention.

(ix) Unsolicited Communication:

Often it so happens that we receive a communication which we had never desired. In such cases, we either ignore
such communications or respond to them in a lackadaisical manner

Difference in Knowledge Level

Communication gap may also occur when there is a gap in the knowledge levels of the sender and the receiver. If a
speaker is speaking on Astrophysics to a group of students from humanities, s/he may not be able drive home the
ideas. With no knowledge of astrophysics the students may struggle to make something out of the speech but
majority of the message will go above their heads.

Difference in Language

When the frames of reference differ, it leads to communication gaps or miscommunication. This particularly
happens when there is a difference of registers. A student of medicine will not understand what a professor of
mechanical engineering speaks and the vice versa. Different words have different connotations in different cultures.
The word ‘guru’ in the Indian culture is a spiritual guide who is supposed to guide people from darkness to light but
now this word has gained currency in the western world as a synonym for an authority or expert.

Gateways to Communication

In order to enhance the effectiveness of communication, we can focus on the following aspects:

• Plan the message:

Before we decide to communicate an idea/information/message, we need to plan it properly. The message should
match the purpose and should be transmitted through the appropriate format.

• Use Proper language:

The language used for a message should be clear, lucid and appropriate. The density of words used should match
with the level of maturity of the receivers.
• Don’t be evaluative:

If we listen to somebody with preconceived notions, we wont be able to receive, process and interpret the message
properly.

• Give proper Orientation:

All the employees should be given proper orientation regarding the objectives, policies, procedures, organization
structure and work culture of an organization immediately after they are recruited. This helps in interpersonal
communication as well as communication with the people at the higher and lower hierarchies.

• Be an active listener:

Active listening is an art which very few people can master. Many of us confuse listening with hearing. But listening
demands more attention and interest than hearing, hence very important in communication.

• Have an unbiased attitude:

Any person with a biased mind will not be able to communicate properly with others. Hence it is necessary to train
people to be unbiased through education, counseling and discussions to help them become good communicators. .
• Respond don't re-act:
When we are dealing with a problematic situation or person, we must understand the facts properly and respond
appropriately. If we react in a situation like this, our emotions and feelings take an upper hand and we end up as bad
communicators. Our negative reaction to people in stressful situations will aggravate the situation and lead to total
collapse of communication. We must respond mindfully rather than re-act emotionally. Though it requires self-
knowledge and discipline, it allows us to be more effective in our communication.

• Promote congruence:

Communication will not be effective unless and until people are willing to communicate. This willingness to
communicate needs to be inculcated among people to keep them intact.

• Use the grapevine:

The grapevine can be used to predict the responses of the employees regarding a particular issue. This is mainly
useful for checking plans which are likely to be implemented in future. On the basis of the responses collected form
people, appropriate decisions can be taken.

• Transmit the message in Installments:

If too much of information is sent within too short a period of time, it will not be digested by people. SO it is wise to
send the information/message in chunks. This makes the transmission of the message more effective and facilitates
feedback. Information overload results in miscommunication or a complete collapse of communication.

• Provide feedback:

In order to enhance the effectiveness of communication, feedback mechanism should be built into all
communication networks so that necessary amendments can be made to enhance the quality of communication in
future. Suggestions, clarifications, performance reports, surveys and emphatic listening are some of the feedback
mechanism we use to ensure the success of communication.

• Overcome bypassing:

When we receive a message, we must respond it appropriately and immediately. Bypassing it will hamper the
transmission of the message.

• Maintain semantic accuracy:

While using words with different connotations we must make it clear in its meaning by providing contextual clues.
Semantic accuracy will improve the effectiveness of communication and will facilitate timely feedback.

• Add some eloquence:

While presenting the facts, we should be able to present them in a seamless manner so that there is eloquence and
the listener does not have any problem in comprehending the logical link between the facts. This in turn will
positively impact communication.

• Improve the ambience:

Improper ambience often mars the communication between two participants. If people fight in a meeting where a
saint is giving a sermon on world peace, there is no necessity of his sermon. Similarly, if we are speaking in a
crowded place with noises flowing in from all corners, we wont be able to drive anything into the minds of the
audience. On the other hand, a calm atmosphere will be appropriate for such an act of communication.
• Use proper etiquette:

Social etiquettes play an important role in ensuring successful communication. A person may be a master of his/her
subject, but his/her lack of etiquette may mar his/her chances of a promotion. Likewise, proper telephone etiquettes
are also essential for making an act of communication successful.

• Watch your language:

We should opt for clear, positive language and sincerity to encourage shared understanding and earn the support of
our group

Role of feedback in communication

Introduction:

Communication is the exchange and flow of information and ideas from one person to another. It involves a sender
transmitting an idea, information, or feeling to a receiver. Effective communication occurs only if the receiver
understands the exact information or idea that the sender intended to transmit.

The communication has a vicious cycle which continues even after sending message to the respondents. The
audience or the respondents may or get the same intended message as the speaker intends to send. This cycle ends
only when they share their understandings and comments to the speaker about what they have understood. This
process is called feedback.

Feedback is essential in communication so as to know whether the recipient has understood the message in the same
terms as intended by the sender and whether he agrees to that message or not. Receivers are not just passive
absorbers of messages. They receive the message and respond to about the subject matter about what they have
understood. This response of a receiver to sender’s message is called Feedback. Sometimes a feedback could be a
non-verbal, smiles, sighs and other times, it is oral. It can also be written like replying to an e-mail, etc.

Feedback also enables us to evaluate the effectiveness of our message. It makes communication meaningful. It is the
end-result of an idea and makes communication a continuous process. If our audience doesn’t understand what we
mean, we can tell by the response and then refine the message accordingly. Giving our audience a chance to provide
feedback is crucial for maintaining an open communication climate. The speaker must create an environment that
encourages feedback. For example after explaining the job to the subordinated he must ask them whether they have
understood it or not. He should ask questions like “Do you understand?”, “Do you have any doubts?” etc. At the
same time he must allow his subordinated to express their views also.

Feedback has a great role in the organizational point of view also. There are lots of ways in which company takes
feedback from their employees, such as: Employee surveys, memos, emails, open-door policies, company news
letter etc. Employees are not always willing to provide feedback. The organization has to work a lot to get the
accurate feedback. The managers should encourage feedback by asking specific questions, allowing their employees
to express general views, etc. The organization should be receptive to their employee’s feedback.

Static communication creates a vacuum. The speaker assumes the message is received but has no feedback from the
listener. This lack of feedback means the speaker fails to modify the message to help the listener better understands
the speaker’s attitude and position. When businesses fail to create open feedback channels, they operate in a
communication vacuum. Management and owners can’t improve their messages to employees, and workers aren’t
able to ask questions about operations or make suggestions for business improvement.

In general, we can quantify the following importance of feedback in communication, either in a formal or
informal setting.

1. It completes the whole process of communication and makes it continuous.

2. It sustains communication process
3. It makes one know if one is really communication or making sense
4. It is a basis for measuring the effectiveness of communication
5. It is a good basis for planning on what next to be done especially statistical report
6. Communication will be useless without feedback
7. Feedback paves way for new idea generation

Feedback is the final component and one of the important factors in the process of communication.
It is defined as the response given by the receiver to the sender.
The sender needs response of the receiver in order to decide effectiveness of communication.

Feedback can be negative or positive. Positive feedback indicates that the sender can continue his communication in
the same manner as before. Negative feedback on the other hand, indicates a need for a change in the manner of
communication.

The feedback tells the sender many things such as whether the message is received successfully or not, whether the
receiver liked it or not, whether the choice of channel/medium was appropriate etc.

If the appropriate feedback is given by the receiver to the sender, then the sender can modify, remodel, his strategy
of communication.
There are different types of feedbacks. These are:

Positive feedback
Negative feedback
Deliberate positive
Deliberate negative
Immediate feedback
Delayed feedback
No feedback
No feedback is also feedback in itself. It would indicate disagreement or a reluctant acceptance of ideas.
Feedback can also be verbal or non-verbal. A smile would be a positive non-verbal feedback, whereas a frown
would indicate a negative feedback.

Each type of feedback has its own features and messages hidden inside them for the sender.

Conclusion:

The basis being established here is that, feedback is the livewire of communication as communication is the livewire
of human existence and interaction. The process of communication finishes only when the vicious cycle ends up
with feedback. Thus, feedback should be carefully considered before being put forward due to its significance.
Public Speaking & Presentation of Reports

Delivering an effective presentation

An effective presenter needs to be flexible, energetic and enthusiastic.

Presentation as performance

Making a presentation puts you on public display. An audience not only listens to your ideas, it also responds to the
way you use your voice and your body. You need more than a well written presentation to make an impact. You will
also need to deliver it in a lively, flexible and interesting way.

To begin with, imagine that you are in the audience for your presentation.

What might:

• grab your attention?

• stimulate your imagination?
• inspire your confidence?
• develop your understanding?

• Now think about ways to encourage these six steps to becoming an effective presenter:
1. Practise

The more familiar you are with your material the more you will be able to inspire your audience’s trust and
confidence. Do more than practise reading through your material to yourself. If possible, stand up in a room and
deliver your presentation to the walls. Get used to hearing your own voice filling a room.

Familiarise yourself with the words and phrases in your presentation. Play around with different volumes and see
how well you can hear your own voice. Above all, familiarise yourself with the main thrust of your argument and
explore how the individual elements of your presentation piece together. This will help you to keep to your chosen
objectives and avoid distractions when it comes to your actual delivery.

To read or to learn?

Should you read out your presentation from detailed notes or present it completely from memory? Find a way to
compromise between these two approaches. There are dangers in each.

Reading

Reading tends to focus your thoughts on your notes, thus losing contact with your audience. Reading can also reduce
your voice to a monotone, removing energy and enthusiasm from your delivery. Directly addressing your audience
is much more engaging.

Learning

Learning is fine until you lose your way; for example, a member of the audience asks a question or your overhead
projector bulb blows. Always have some form of notes to keep you on the right track. Also, if you over learn your
notes you might lose a sense of energy and enthusiasm. Always work for a sense of confident spontaneity.
Find a way of making notes to support your presentation style. The most common form of note making is to use
index cards. These can be read at a glance. Use them as visual prompts to guide you through your presentation. Use
one card for each main idea, including details of the supporting information for each point. Connect your cards
together with a tag or a piece of string so that they can't get out of order.

2. Assert yourself

An effective presenter needs to be assertive, not aggressive. There are two important Ps.

Posture

It is important to appear confident at all times. Different postures create different moods. A very formal, upright and
still posture will create a very different atmosphere from a relaxed and active one. Remember to match your physical
behaviour to the objectives underpinning your presentation. If you want to be either formal or informal, make
deliberate choices about your physical style and stick to these.

Presence

Have the confidence to fill your space in front of an audience. Avoid apologising for your presence by saying
“sorry” (although you must be polite if circumstances so demand— e.g. the session is running over time, or the
microphone has stopped working). Also, avoid physical apologies by hiding behind a desk or lectern. You must be
confident that the audience wants to listen and that you have something interesting to tell them. Don’t be afraid to
wait for an audience to settle down before you start speaking or to ask for quiet if this does not happen.

3. Make contact with your audience

One of the key challenges faced by the presenter is to establish links with her/his audience (a poor presenter appears
to be speaking to an empty room). Making contact helps to maintain an audience's interest and encourages them to
believe that you are genuinely interested in talking to them. You can make contact with your audience in a number
of ways, including:

• eye contact;
• gestures;
• spoken contact;
• your use of language.

Eye contact

Eye contact is part of everyday communication and an audience can feel uncomfortable if they are denied it. Making
eye contact with individuals gives them a sense of involvement in your presentation and helps to convey your
objectives on a personal level.

Make sure that you share eye contact with all members of a small audience and all areas of a large audience.
Regularly shift your focus around the room, not so that you look nervous, but to help involve as many people as
possible in your talk.

A handy tip: if you can’t make eye contact in a large group, don’t look at the floor or ceiling (this looks like
boredom or rudeness). Try looking at people’s foreheads. The people sat around them will read this as eye contact
even if the individual won’t.
Gesture

People use their arms and hands in everyday conversation to add emphasis or to help describe events. Presenters will
therefore look rather awkward if they keep their hands in their pockets or rooted firmly at their sides. Use gestures to
welcome your audience, to add emphasis to your main points or to indicate an ending.

Try to use open gestures which move away from your body, extending them out to your audience. This helps to
break any audience/presenter divisions. Make sure that all gestures are controlled and precise; too much movement
will appear nervous and unfocussed. Always watch against distracting your audience from the content of your
presentation. You should continually be trying to find ways to help them listen and understand.

Spoken contact

Acknowledge your audience by making verbal contact with them. At the beginning of your talk ask if they can see
and hear you, or check that lighting and sound levels on audio-visual equipment are satisfactory. During your
presentation, ask rhetorical questions that you can then answer (e.g. “How do we know this was true?” or “So, what
does this prove?”). At the end of your talk give the audience an opportunity to ask questions or to clarify detail—
this encourages them to take ownership of your material.

The use of questions is an important tool. Questions involve your audience’s mind in a more stimulating way than
simply asking them to sit and listen to your talk. Draw an audience in with clear, focused questions.

Language

Your use of language is particularly important in developing and sustaining a relationship with your audience. Try
using language that involves your audience. For example, asking questions such as “What can we learn from this?”
or “How did we arrive at this conclusion?” involves your audience in an exploratory process or discussion. When
looking at visual aids, introduce them by saying “If we look at this slide we can see that ..” or “This slide shows us
that…”. Use language that is welcoming and involving throughout your presentation.

4. Use your voice

Your voice is a very flexible and powerful tool. You can use it in many different ways by varying the:

Volume

Make sure that your voice is loud enough for your audience to hear clearly. Speaking too loudly or too quietly can
make it difficult for your audience to follow your presentation. Listen to people speaking in normal conversation.
They tend to raise or lower their volume for emphasis.

For example, they may speak loudly when giving an instruction but softly when apologising. To add energy to your
presentation, use these colourful changes to your best advantage: a conspiratorial whisper can draw an audience in; a
loudly spoken exclamation can make them sit up and listen.

Pace

Make sure that the speed of your delivery is easy to follow. If you speak too quickly or too slowly your audience
will have difficulty following your talk. To add life to your presentation, try changing the pace of your delivery. A
slightly faster section might convey enthusiasm. A slightly slower one might add emphasis or caution.

Pitch

The pitch of your voice also varies in day to day conversation and it is important to play on this when making a
presentation. For eg, your pitch will raise when asking a question; it will lower when you wish to sound severe.
 Play around with the volume, pace and pitch of your voice when practising your presentation. Find different ways of
saying the same sentence. Explore different ways of adding emphasis to your main points. Always try to convey
enthusiasm and energy through your use of your voice.

5. Breathe

Always remember to breath steadily and deeply. If you are anxious about making a presentation your breathing will
become fast and shallow. This will affect the quality of your voice and your ability to speak clearly for extended
periods of time. Try to take a few deep breaths before you make your presentation, making a conscious effort to
slow your breathing down and taking in more air with each breath. During your presentation, use pauses after
questions or at the end of sections to allow comfortable breathing patterns. Don’t be afraid to slow down the pace of
your presentation if your breathing becomes uncomfortable.

6. Drink

It is a good idea to have some liquid to hand to quench your thirst if you are speaking for a long time. However, be
careful not to gulp ice-cold water before you go on as this constricts your throat and affects the quality of your
voice. Drink a warm (not hot) cup of tea to relax your throat and ease your speaking voice.

And finally ... a note about humour

Only use humour if you know it will work. Humour needs to be relaxed and confident - if used badly, it will only
heighten senses of awkwardness and anxiety if these are already present. Use humour if you know you can and if
you feel it is appropriate to do so.

Conclusion

Continually explore your personal style using any or all of the above suggestions in different combinations
for different effects. Above all, remember two main points:

be yourself— even in the most formal of surroundings you will need to be yourself. No one will be
impressed if you try to perform like a classical actor or act like a stand-up comedian;

avoid any behaviour that might be off-putting to your audience— always be deliberate and clear in your use
of your voice and physical actions.

Unit 3: Body Language in Communication

Did you know that while in India or America a "fantastic" or an "ok" sign is demonstrated by forming a circle with
your thumb and forefinger, in Tunisia the same symbol means "I will kill you" and in Japan it means "money"?

Kinesics or study of body language must be understood by all. Whether it is an interview or a presentation, one must
be aware of how to use body language effectively.

Read on to understand more about various non verbal components of communication...

Eye Contact: Always maintain eye contact with your audience. However, a person must ensure that he / she should not
fix his gaze at one person for more than 5 seconds. Too much fluttering of eyes could indicate lack of confidence.
Staring at a person could be daunting and hence is not such a good idea.

Hand Shake: While shaking hands especially in a professional environment, the hand shake should be firm and not
loose. An iron handshake [very strong handshake] can indicate that a person is trying to dominate.

Crossing your Arms: Crossing your arms could imply that a person is not open to new ideas / opinion especially in
case of giving a presentation. However, in a one-on-one interview if the interviewer has his / her arms crossed, the
candidate could do the same.
Sitting Posture: Leaning on a chair is not a good idea. One must sit upright though in a relaxed position. Sitting back
in your chair implies lack of interest or rejection.

Gesture: Gesture refers to a type of non verbal communication which uses a part of the body with or without verbal
communication. Gestures include facial expressions, nods [which is a sign of approval in most cultures], head bobbling
/ shaking.

Facial Expression: The face is a best reflection of what a person feels. More often than not it is easy to recognize if a
person is happy, sad, anxious, irritated, or excited. It is very important that in a professional scenario a person must
control his / her facial expressions. For e.g. If a presenter gets a feel that his presentation is not going on very well, he /
she should not show the sign of losing of hope and instead try for a greater involvement from the participants.

Non Verbal Communication - Actions Speak Louder than Words

Scenario 1 – You are sitting in front of an interview panel with arms crossed. So far you have not been asked a single
question, however, your crossed arms have spoken louder than the words.

Tip 1 – Never keep your arms crossed especially during formal one-on-one meetings. It suggests you are not open to
feedback and could also suggest that you are trying to dominate the situation.

Scenario 2 – You are giving a presentation to a group of 20 people. You keep your gaze fixed at the centre of the class
/ room through the presentation – your gaze has spoken louder than your words.

Tip 2 – Your gaze at one person should not be more than 4 - 5 seconds while delivering a presentation /
communicating with a large group unless you are addressing an individual.

Scenario 1 and 2 clearly demonstrate the importance of Non Verbal Communication.

What is Non Verbal Communication ?

It is communication of feelings, emotions, attitudes, & thoughts through body movements / gestures / eye contact, etc.

The components of Non Verbal Communication are:

Kinesics: It is the study of facial expressions, postures & gestures. Did you know that while in Argentina to raise a fist
in the air with knuckles pointing outwards expresses victory, in Lebanon, raising a closed fist is considered rude?

Oculesics: It is the study of the role of eye contact in non verbal communication. Did you know that in the first 90 sec
- 4 min you decide that you are interested in someone or not. Studies reveal that 50% of this first impression comes
from non-verbal communication which includes oculesics. Only 7% of comes from words - that we actually say.

Haptics: It is the study of touching. Did you know that acceptable level of touching vary from one culture to another?
In Thailand, touching someone's head may be considered as rude.

Proxemics: It is the study of measurable distance between people as they interact. Did you know that the amount of
personal space when having an informal conversation should vary between 18 inches - 4 feet while, the personal
distance needed when speaking to a crowd of people should be around 10-12 feet?

Chronemics: It is the study of use of time in non verbal communication. Have you ever observed that while AN
employee will not worry about running a few minutes late to meet a colleague, a manager who has a meeting with the
CEO, a late arrival will be considered as a nonverbal cue that he / she does not give adequate respect to his superior?

Paralinguistics: It is the study of variations in pitch, speed, volume, and pauses to convey meaning. Interestingly,
when the speaker is making a presentation and is looking for a response, he will pause. However, when no response is
desired, he will talk faster with minimal pause.

Physical Appearance: Your physical appearance always contributes towards how people perceive you. Neatly combed
hair, ironed clothes and a lively smile will always carry more weight than words.
Remember, “what we say” is less important than “how we say it” as words are only 7% of our communication.
Understand and enjoy non verbal communication as it helps forming better first impressions.

Facial expressions

Facial expressions are the voluntary and involuntary movements that occur when one or more of the 43 facial muscles
on the face are engaged.

They are a rich source of non-verbal communication and display a vast amount of emotional and cognitive
information.

The 7 Universal Facial Expressions

It is widely supported within the scientific community that there are seven basic emotions, each with their own unique
and distinctive facial expressions.

Happiness
Sadness
Fear
Disgust
Anger
Contempt
Surprise

Back in the late 1800’s Charles Darwin was the first person to suggest that facial expressions of emotion are the same
wherever you go in the world, that they are innate.

At the time, the majority of the scientific community disagreed with this theory.

It wasn’t until the late 20th century when Dr. Paul Ekman and his team did their research on the universality of facial
expressions, that we began to see substantial evidence that Charles Darwin’s theory was indeed, correct.

Learning how to decode facial expressions is like having a superpower.

The face and its facial expressions, also known as microexpressions, are the window to the soul. If you know how to
read them. The good news is we can tell a lot about someone by their face.

How to Read A Face :

Knowing how to read and interpret microexpressions is an essential part of understanding nonverbal behavior and
reading people. Here is my brief guide to understanding the microexpression.

A microexpression is a brief, involuntary facial expression that appears on a person’s face according to the emotions
being experienced. Unlike regular, pro-longed facial expressions, it is difficult to fake a microexpression.

There are seven universal microexpressions:

disgust, anger, fear, sadness, happiness, surprise and contempt.

They often occur as fast as 1/15 to 1/25 of a second. The face is the best indicator of a person’s emotions. Yet, it often
is overlooked. Dr. Paul Ekman, whose research is the premise of the show Lie to Me, has done groundbreaking
research on decoding the human face.

He has shown that facial expressions are universal. In other words, people in the US make the same face for sadness as
indigenous people in Papa New Guinea who never have seen TV or movie characters to model themselves after.

He also found that congenitally blind individuals, those blind since birth, also make the same facial expressions, even
though they never have seen other people’s faces.
Ekman has designated seven facial expressions that are the most widely used and easy to interpret. Learning to read
them is incredibly helpful for understanding the people in our lives. If you want to practice reading people’s faces, it is
important to know the following basic expressions.

I would recommend trying the following faces in the mirror so you can see what they look like on yourself. You also
will find that if you make the facial expression, you also begin feeling the emotion yourself!

Emotions not only cause facial expressions, facial expressions also cause emotions.

The 7 Microexpressions

1) Surprise Microexpression:

● The eyebrows are raised and curved

● Skin below the brow is stretched
● Horizontal wrinkles across the forehead
● Eyelids are opened, white of the eye showing above and below
● Jaw drops open and teeth are parted but there is no tension or stretching of the mouth

2) Fear Microexpression:

● Eyebrows are raised and drawn together, usually in a flat line

● Wrinkles in the forehead are in the center between the eyebrows, not across
● Upper eyelid is raised, but the lower lid is tense and drawn up
● Eyes have the upper white showing, but not the lower white
● Mouth is open and lips are slightly tensed or stretched and drawn back

3) Disgust Microexpression:

● Upper eyelid is raised

● Lower lip is raised
● Nose is wrinkled
● Cheeks are raised
● Lines show below the lower eyelid

4) Anger Microexpression:

● The eyebrows are lowered and drawn together

● Vertical lines appear between the eyebrows
● Lower lid is tensed
● Eyes are in hard stare or bulging
● Lips can be pressed firmly together, with corners down, or in a square shape as if shouting
● Nostrils may be dilated
● The lower jaw juts out

5) Happiness Microexpression:

● Corners of the lips are drawn back and up

● Mouth may or may not be parted, teeth exposed
● A wrinkle runs from outer nose to outer lip
● Cheeks are raised
● Lower eyelid may show wrinkles or be tense
● Crow’s feet near the outside of the eyes

6) Sadness Microexpression:

● Inner corners of the eyebrows are drawn in and then up

 ● Skin below the eyebrows is triangulated, with inner corner up
● Corner of the lips are drawn down
Jaw comes up
● Lower lip pouts out

7) Contempt / Hate Microexpression:

● One side of the mouth is raised

Emotional Intelligence

Introduction

We probably all know people, either at work or in our personal lives, who are really good listeners. No matter what
kind of situation we're in, they always seem to know just what to say – and how to say it – so that we're not offended
or upset. They're caring and considerate, and even if we don't find a solution to our problem, we usually leave feeling
more hopeful and optimistic.

We probably also know people who are masters at managing their emotions. They don't get angry in stressful
situations. Instead, they have the ability to look at a problem and calmly find a solution. They're excellent decision
makers, and they know when to trust their intuition.

Regardless of their strengths, however, they're usually willing to look at themselves honestly. They take criticism well,
and they know when to use it to improve their performance.

People like this have a high degree of emotional intelligence. They know themselves very well, and they're also able to
sense the emotional needs of others.

Would you like to be more like this?

As more and more people accept that emotional intelligence is just as important to professional success as technical
ability, organizations are increasingly using it when they hire and promote.

What Is Emotional Intelligence?

We all have different personalities, different wants and needs, and different ways of showing our emotions. Navigating
through this all takes tact and cleverness – especially if we hope to succeed in life. This is where emotional intelligence
becomes important.

Emotional intelligence is the ability to recognize your emotions, understand what they're telling you, and realize how
your emotions affect people around you. It also involves your perception of others: when you understand how they
feel, this allows you to manage relationships more effectively.
People with high emotional intelligence are usually successful in most things they do. Why? Because they're the ones
that others want on their team. When people with high emotional intelligence send an email, it gets answered. When
they need help, they get it. Because they make others feel good, they go through life much more easily than people
who are easily angered or upset.

The 10 Qualities of an Emotionally Intelligent Person

1. Empathy

“Empathy is the capacity to understand or feel what another person is experiencing from within their frame of
reference, i.e., the capacity to place oneself in another’s position.”

There are two different types of empathy. This piece from the Greater Good Science Center at UC Berkeley
beautifully depicts what they are:

‘“Affective empathy” refers to the sensations and feelings we get in response to others’ emotions; this can include
mirroring what that person is feeling, or just feeling stressed when we detect another’s fear or anxiety.

“Cognitive empathy,” sometimes called “perspective taking,” refers to our ability to identify and understand other
peoples’ emotions.’

We empathize based on the reaction to others. What I’d also say is that empathy can be cultivated and learned through
experiences. Store away in your memory those feelings that you feel both in reaction, and as you put things in
perspective. Write these thoughts out, analyze them and determine how you want to treat others in the same way you’d
want to be treated.

2. Self-Awareness

Self-awareness is the art of understanding yourself, recognizing what stimuli you’re facing and then preparing for how
to manage yourself both in a proactive and reactive manner. Self-awareness is how we see ourselves, and also how we
perceive others to see us. The second, external aspect, is always the most difficult to properly assess.

Dr. Tasha Eurich puts forth:

“Leaders who focus on building both internal and external self-awareness, who seek honest feedback from loving
critics, and who ask what instead of why can learn to see themselves more clearly — and reap the many rewards that
increased self-knowledge delivers.”
For yourself, ask the introspective questions, yearn for knowledge and be curious. And for others, seek feedback in an
honest, caring environment.

3. Curiosity

“I have no special talents. I am only passionately curious.” — Albert Einstein

Show me a curious person who’s willing to learn and improve, and I’ll show you a success story waiting to happen.
When you’re curious, you’re passionate, and when you’re passionate you are driven to want to be your best. Your
“antennae” are up to things you love, to wanting to grow and learn more. This learning mindset positively affects other
areas of your life like relationships.

Tomas Chamorro-Premusic writes:

“First, individuals with higher CQ are generally more tolerant of ambiguity. This nuanced, sophisticated, subtle
thinking style defines the very essence of complexity.

Second, CQ leads to higher levels of intellectual investment and knowledge acquisition over time, especially in
formal domains of education, such as science and art.” Source: HBR
4. Analytical Mind

The most emotionally intelligent and resolute people are deep-thinkers that analyze and process all new information
that comes their way. They continue to analyze old information, habits and ways of doing things to see if they can
extract ways to improve. We’re all “analysts” in the sense that we consciously think about all new information that
comes our way.

Savvy EQ individuals are problem-solvers and everyday philosophers who contemplate the “Why” of existence, the
“Why” of why we do what we do, and who care passionately about living a virtuous life. Having an analytical mind
means having a healthy appetite for a continuously improving mindset geared at bettering yourself and always
remaining open to new ideas.

5. Belief

A major component of maintaining emotional self-control is using the power of faith to believe in yourself both in the
present and in the future. It’s believing that the people and things in your life are there for a reason, and that everything
will ultimately work out for good.

Faith alone will not help you. It takes action, of course. But when you combine faith with powerful values like hard
work, perseverance and a positive attitude, you have formed the foundation of a champion. Every great leader and
thinker uses faith, either in a practical context, emotionally and certainly spiritually.

Spend time in meditation. Think about the way you believe in yourself. Engender a greater faith toward the person you
are and who you want to become. And trust and believe that the pieces in your life will come together in a way that
will help you live boldly and joyfully.

6. Needs and Wants

The emotionally intelligent mind is able to discern between things that they need versus things that would be “nice to
have” that classify more aptly as wants. A need, particularly in the context of Abraham Maslow’s “Hierarchy of
Needs,” is the basic-level stuff like safety, survival and sustenance. Once those things are met, then we can progress to
other needs and of course, wants.

A “want” is a big house, nice car, and even the brand new iPhone. We do not need those things to survive, but rather
we want them based on our own personal desires or what we perceive to matter to society. Become well-versed in
knowing what you truly need to to live, to accomplish goals and to support yourself and loved ones. Make sure you
draw a very clear distinction between what it is you need, and what it is you want.

Emotionally intelligent people know the difference between these two things, and always establish needs prior to
fulfilling wants.

7. Passionate

Inspired leadership and love for what you do is born from having a passion for a subject or people. People with a high
EQ use their passion and purpose to ignite the engine that drives them to do what they do. This passion is infectious
and contagious — it permeates all areas of their lives and rubs off on the people around them.

Passion is sort of that when you feel it, or even when you see it in others, you simply know. Passion is the natural
desire, instinct, drive, ambition and motivated love for a subject or someone. Passion brings positive energy that helps
sustain us and inspire us to want to keep going. And there’s no secret that emotionally intelligent people who are
passionate are also willing to persevere and power forward no matter their circumstances.

8. Optimistic
If you want to increase your opportunities, improve your relationships and think clearly and constructively, you’re best
positioned to maintain a positive attitude. Of all the things that we try to control and influence, our attitude is the
primary thing that is always within our control. We can choose to live each day by being positive. It’s that simple.

“When we are happy — when our mindset and mood are positive — we are smarter, more motivated, and thus more
successful. Happiness is the center, and success revolves around it.” — Shawn Achor

9. Adaptability

“Adaptability is not imitation. It means power of resistance and assimilation.” — Mahatma Gandhi

Emotionally intelligent people recognize when to continue their course, and when it’s time for a change. This vitally
import recognition and ability to make crisp, swift decisions in your best interest is called adaptability. You must
determine when to stay the course, or when to keep moving forward in another direction.

Similarly, when one strategy is not working, try evaluating and determining if something else will work. From the way
you treat yourself, to how you treat others, to your daily routine, always stay open-minded and be willing to adapt and
introduce new elements to how you think and what you do.

Throughout your life, you’ll need to change course and make assessments on whether you’ll be happy and successful if
you choose one path or another. Recognize that you CAN always change. You can always start over. It may not always
be the most prudent or wise decision, but only you will truly know in your heart what is or what isn’t. Start with
leaving the option on the table.

10. Desire to Help Others Succeed and Succeed for Yourself

Last but not least, an emotionally intelligent person is interested in overall success and achievement — not just for
themselves, but for their peers. Their inspired leadership and passion, combined with their optimism, drives them to
want to do best for themselves AND others.

Too often, we get so self-absorbed and concerned only with “WIIFM,” or — What’s in it for me?

We have to be concerned about this. It’s a must, so don’t let anyone ever convince you otherwise. But in the same way
that we should be focused on our self-interest, we should also maintain a spirit of desire and hope for wanting to see
the people around us succeed. Not only is this a brilliant safeguard against envy and greed, it also revitalizes our
passion and drives us toward achieving our next goal. It helps us gain allies and builds powerful relationships that
come back to help us in reciprocal fashion.

What is persuasive communication?

Persuasive communication is any message whose sole purpose is to get the listener to support and transform their
thinking in favor of the presenter’s perspective. It is about creating an attitude change to influence social behavior.
Your audience’s thoughts are critical to the process so you need to think about your listeners potential perspective then
it is often helpful to present refuting arguments before they are brought up. This can add credibility to the speaker.

Elements of Effective Persuasion

Credibility

The more trust you earn and the more expertise you accumulate, the more credible you and your ideas become.

An understanding of the audience

This includes identifying decision makers, key stakeholders, and influencers; analyzing your audience’s likely level of
receptivity; and determining how the people you aim to persuade will make the decisions you hope to influence.

A solid argument
that is logical, consistent, and fact-based. Your argument should favorably address the interests of those you hope to
persuade, eliminate or neutralize competing alternatives, and recognize the politics of the situation. Ideally, your
argument should also be endorsed by objective and authoritative third parties.

Effective communication

You should communicate your position clearly and succinctly in a way that demonstrates your credibility and takes
into account your audience and their specific needs.

A Conference refers to a formal meeting where participants exchange their views on various topics. Conference can
take place in different fields, and it need not be academic in nature all the time. Thus, we have parent teacher
conferences, sport conferences, a trade conference, a conference of journalists, conference of doctors, a conference of
research scholars, and so on. A conference is a meeting that has been prearranged and involves consultation and
discussion on a number of topics by the delegates.Conference and symposium are similar events where speakers come
together and give their opinions on a chosen subject. Symposium can be described as a smaller conference that gets
over in a single day with a lesser number of delegates.

A Seminar is a form of academic instruction, either at a university or offered by a commercial or professional

organization. It has the function of bringing together small groups for recurring meetings, focusing each time on some
particular subject, in which everyone present is requested to actively participate. The Instructor has prepared the
concepts and techniques they will present and discuss through a combination of visual materials, interactive tools or
equipment, and demonstrations. It includes some take home material for the participants that relates to the lecture. A
full laboratory phase is not a requirement.

What is a Press Conference?

A press conference is a meeting, organized for the purposes of officially distributing information to the media and
answering questions from reporters. In general a corporate press conference is led by the company's executive
management or his or her appointed press liaison.

Press conferences are media events. They are designed to either get positive press coverage of an announcement by
your organisation, perhaps of a new policy, product or service, or to limit negative coverage of a problem or disaster.

Press conferences are unlike any other presentation opportunity, and the repercussions can be serious if  you mess up,
so it is well worth finding out how to manage them well.

A press conference is a tool designed to generate news – in particular, hard news that can advance the cause of your
organization. Hard news is defined as a story in the print or electronic media which is timely, significant, prominent,
and relevant.

Why hold a press conference?

● You can give more information than in a press release.

● A press conference is interactive; you can answer questions from the press, and emphasize points you might
not otherwise have a chance to make.
● You can announce an important development, and explain its significant local and wider implications.
● You can set the record straight if your group received negative publicity.
● You can often generate the kind of notice or publicity – a spot on the 6:00 TV news, for instance – that you’d
otherwise have to pay a large amount for.
● When many media representatives are present, it makes your conference seem really newsworthy -- the media
presence itself adds to the importance.
● A successful media conference can not only generate news, but can also boost the morale of your own group
-- that is, your group can take pride in knowing that the press will really turn out to hear what you have to say.