Communication

channels
HINA MANZOOR
BCE
HS-304,Spring semester,2020
Communication channels

A communication channel is the medium, mean,

manner or method through which a message is

sent to its intended receiver.

When looking at all the possible communication channels, we can segment

them into two main groups:

Communication channels by formality

Communication channels by means of communication

Comm channels by levels of formality

 1. formal
 2. informal
 3. unofficial
Formal channels

 It is an official way of communicating.

 A formal communication channel transmits information such as the goals,
policies and procedures of an organization.
 Messages in this type of communication channel follow a chain of command.

 This means information flows from a manager to his subordinates and they in
turn pass on the information to the next level of staff. Some examples include
company newsletters, business plans, instructions, annual reports,
agreements, company-wide communications, board presentations etc.
Informal channel

 It is also an official way of communicating, with somewhat relaxed norms.

 There may not be a need for a chain of command or hierarchy in this kind of
communication.
 Examples
conversations on the work floor addressing queries of team members,
lunch time conversations,
many of the emails where formal command is not needed such as someone is
seeking some quick information etc.
UNOFFICIAL CHANNELS

The employees communicate outside work environment on topics not related to

work.

General, social, sports, political and personal communication are unofficial

channels.

Many times rumours and gossips also provide very important information which
otherwise will not be available.
CHANNEL RICHNESS

 Channel richness refers to the amount and immediacy of information that can
be transmitted.

 Different communication channels have varying degrees of richness.

 Oral communication
 Written communication
 multimedia
 TYPE OF CHANNEL ADVANTAGES DISADVANTAGES

Spontaneous nature may lead to unwise statements;

Build relationships and trust; accelerate decision
Oral communications people are unable to refer to the communication once
making due to immediate feedback
it is said unless a record is made.

Message can be revised for exactness; can be archived Message is static; sender does not receive immediate
Written communications for reference; can be studied. Appropriate for legal feedback. Hard for the sender to gauge if the receiver
and formal business functions. has understood.

Technical difficulties and hack attacks threaten the

Multimedia Instant, global, and adaptable to multiple targets.
security of organizations and their customers/clients.
CHAIN OF COMMAND

 It refers to different levels of command within an organization.

 It starts from top management down to front line managers.

Advantages of good chain of command

 Responsibility

 Efficiency

 Clarity
 Employee morale
 Career path
 specialization
 LISTENING SKILLS

HINA MANZOOR
HS 304, BCE
Spring Semester 2020.
INTRODUCTION:
Listening comes first.
Difference between hearing and listening.
Definition of listening and listening skills.
Importance of listening skills.
Types of listening.
Process of listening.
Listening barriers.
Rules of good listening.
Listening comes first
WHAT IS LISTENING?
Listening is the accurate perception of what is being communicated.
WHAT ARE LISTENING SKILLS?
Listening skills are the way to help you listen something more effectively.
IMPORTANCE OF LISTENING SKILLS
An attentive listener stimulates better speaking by the speaker.

A good listener learns more than an ordinary listener.

A good listener learns to detect prejudices , assumptions and attitudes.

Communication is not complete without effective listening.

 TYPES OF LISTENING
1. Participatory/Active and Passive listening.
2. Empathic and Objective
3. Non-judgmental and Critical listening
4. Surface and Deep listening
Process of listening:
Receiving: It is a physical response.
Understanding: it is a stage of learning.
Remembering: An important listening process because it means that as an individual
added message to the minds storage bank.
Evaluating: It consist of judging the message in some way.
Responding: It is the stage at which you indicate your involvement.
LISTENING BARRIERS:
PHYSICAL BARRIER
PEOPLE RELATED BARRIER
Pshycological barrier
Physological barrier
EGO
OVER LOAD OF MESSAGE
PRECEPTION
Rules of Good listening
Face the speaker and maintain eye contact.
Be attentive.
Keep an open mind.
Don’t interrupt and don’t impose your solutions.
Give the speaker regular feedback.
References:
Business Communication (Courland L Bovee & John V.Thill)
Essentials Of Business Communication (Mary Ellen Guffy)
Fundamentals Of Business Communication (K.K Sinha)
FORMS/TYPES OF
COMMUNICATION
Hina Manzoor
HS 304, BCE
Spring semester 2020
Verbal communication refers to the form of communication in
which message is transmitted verbally, communication is done
by word, mouth and a piece of writing. Objective of every
communication is to have people understood what we are trying
to convey.

VERBAL COMMUNICATION
 Verbal comm

oral written
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 influenced by pitch,

volume, speed and clarity of speaking.

ORAL 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
 Transmission of messages or signals through non-verbal cues.

NON-VERBAL COMMUNICATION
FACIAL EXPRESSIONS
Face is the index of mind. Think how much
information can be conveyed with a smile or a
frown. By facial expressions we can show
or we can understand happiness, sadness, anger
and fear and much more
EYE GAZE
Looking at another person
can indicate a range of
emotions like anger, grudge
and danger, a dangerous
look can tell you someone is
unhappy and not
comfortable with
 Repetition
 Contradicting
 complementing
 Accenting
 substitution

FUNCTIONS OF NON-VERBAL
COMMUNICATION
HAPTICS(TOUCH LANGUAGE)
PROXEMICS
To communicate while
keeping a distance is called
proxemics
The amount of distance we
need and the amount of space
we perceive as belonging to
us is influenced by a number
of factors including social
norms, situational
factors, personality
characteristics and level of
familiarity
Attributes of speaking which include the pitch, the tone, the
volume, tempo, rhythm, articulation, resonance, nasality and even
the accent of the speaker collectively known as paralanguage, we
can understand mood and the situation by paralanguage
expressions.

PARALANGUAGE(VOCALICS)
 1. learn to manage stress
 2. develop emotional awareness

WAYS TO IMPROVE NON-VERBAL

COMMUNICATION
PRESENTATION TOPIC:
BARRIERS OF COMMUNICATION

HINA MANZOOR
COURSE INSTRUCTOR
BCE HS 304
SPRING SEMESTER 2020
 COMMUNICATION
 What is communication?

 Communication is derived from a Latin word communis

which means “share”.

 Imparting, receiving or exchanging information, opinions or

ideas by writing, speech or visual means. It is the way that
people convey ideas or information to each other.

 Transmission of information and meaning from one

individual or group to another.
 Meaning is crucial.
IMPORTANCE OF COMMUNICATION

The Basis of
Co-ordination

Boosts Morale
Fluent
of the
Working
Employees

Increases
Cooperation The Basis of
and Decision
Organizational Making
Peace

Increases
Managerial
Efficiency
COMMUNICATION BARRIERS

 The communication process is successful only when the receiver understands the message as intended by the
sender.
 Communicating can be more of a challenge than you think, when you realize that many things that can stand in
the way of effective communication.
EXAMPLES

 Your assignment was due on 24th but you didn’t know that.
 You were unable to understand the lecture or the examples given by the teacher in class.
 You were supposed to give power point presentation to your boss but you prepared a report instead.
 You are late for online submission assignment because of power breakdown.
 BARRIERS OF COMMUNICATION

 Noise
 Distortion
 Language
 Gender difference
 Non-verbal Cues
 Lacking Communication skills
 Problem In The Message
 Information Overload
 NOISE
 any type of disruption that interferes with the transmission
or interpretation of information from the sender to the
receiver.

 something that keeps a receiver from completely

comprehending a message.

 Noise comes in many forms:

 Physical Noise
 Psychological Noise
 Social Noise
 Technical Noise
 PHYSICAL NOISE
 happens as a result of the surroundings in which the
communication takes place that makes the message difficult
to understand.

 interference that is external to both speaker and listener.

 Examples of Physical Noise are:

 loud passersby
 traffic or children playing
 party at the neighbors while you’re trying to record.
TYPES OF PHYSICAL BARRIERS

 Distortion
 Distortion is the meaning of message getting lost during the handling process in communication while encoding
and decoding. It is related to meaning of the message which is affected by human perception.
 Causes of physical barriers
 PSYCHOLOGICAL NOISE
 type of interference that occurs within someone’s minds as we
try to communicate with others.

 Certain attitudes can also make communication difficult. For

instance, significant anger or sadness may cause someone to lose
focus on the present moment.

 Examples of physiological processes include emotions, hunger,

fatigue, headaches, pain, Lack of Attention, Poor Retention, Closed
Mind, Filtering etc
 SOCIAL NOISE

 Interference in communication when people communicate

from different playing fields

 Due to this, the receiver is not able to comprehend the

message that the sender intends to convey, it results
into language barrier .

 The common causes are: use of ambiguous words, connotative

words, bypassing , implication and inference, roundabout style, lack
of common language and abstract words
TECHNICAL NOISE

 It occurs due to failure of medium of communication.

 Without non-verbal cues such as eye contact, facial

expressions, and body language, people are more likely to
misunderstand messages, causing the quality of
communication to suffer.

 Mechanical and technical breakdowns such as computer

virus or crash or no network coverage can happen anytime.
 NON-VERBAL CUES
 What is a nonverbal cue, exactly?

• All the communication between people that do not have a

direct verbal translation.
• They are “body movements, body orientation, nuances of the
voice, facial expressions, details of dress, and choice and
movement of objects that communicate.
• Oral communication is backed by non-verbal
communication. For example, scolding (verbally)
accompanied with angry tone and facial expressions etc.
• If non verbal cues do not match the words communicated, it
leads to confusion.
 PROBLEMS IN THE MESSAGE

 The message being communicated may have some

discrepancies. For example, it is incorrect, irrelevant,
unsuitable, incomplete and difficult to understand or may be
too wordy.( 7 Cs of effective communication)

 It can also lack credibility .

 The message can be prepared or presented poorly.

 DISTORTION

 Distortion refers to the ways in which meaning of

communication is lost in handling.

 It occurs at encoding and decoding stages.

 There are two types of distortion

1) Filtering
2) Selective perception
FILTERING

 Filtering is the distortion or withholding of

information to manage a person’s reactions.

 It prevents from getting a complete picture of the

way things are.

 In this way, the effect of any one person’s filtering

the Message will be diminished.
 SELECTIVE PERCEPTION

 Receiver in this communication process , sees and hears

things in a selective way based on his needs and experience.

 This process is often unconscious

 Small things can command our attention when we’re visiting

a new place , a new city or a new company.
 LANGUAGE BARRIER
• Language is needed for any kind
of communication. Communication becomes
difficult in situations where people don’t
understand each others’ language.

• Most people do not speak English or if they do so

,it is there second or third language.

• There are some types of language communication

which causes barrier.
 No clear speech
 Literacy and linguistic ability
 Use of jargons and slang
 INFORMATION OVERLOAD

• We have all been in situations when we felt that

too much information was coming at us.

• Sometimes it is not just the quantity of

communication but the level that causes
overload.

• If the message contains information that is new

to the receiver, including processes or concepts
that are not familiar, then the chances of
overload increase greatly.
 GENDER DIFFERENCE
• Gender barriers to communication can incite
problems at home and at the workplace.

• Gender barriers can be inherent or may be

related to gender stereotypes and the ways in
which men and women are taught to behave as
children.

• Common ways in which men and women pitted

each other are:
 Decision-making
 Non-verbal communicative difference
 CULTURAL BARRIERS

• Different cultures have different meaning of

words, behaviors and gestures.

• Cultural diversity makes communication

difficult as the mindset of people of different
cultures are different, the language, signs and
symbols are also different.

• Some of the causes of cultural barriers are:

 Language
 Signs and symbols
 Behavior and beliefs
THANKYOU!
Overcoming
communication
barriers(within
organizations)
HINA MANZOOR
Employee Orientation

 orientation about organizational objectives, policies, procedures,

programmes, etc.

 Such participation enhances commitment from employees and

transparency makes them informed.
Improving Interpersonal Relations

 requires superiors to respect the dignity and authority of their subordinates,

which in turn develops the subordinates’ trust towards their superiors and
eliminates status differences.
Empathic Listening

 Due to typical managerial attitudes, quite often upward communication is

greatly distorted.
Information Overload
 Conveying too much information is a great setback to communication.

 Too much information is as bad as too little.

 It reduces the audience ability to concentrate effectively on the most

important messages.

 The first recorded use of the phrase “information overload” was used by
the futurologist Alvin Toffler in 1970,
Disadvantages of info overload

 Important messages may be ignored,

 Important responses may be delayed.
 Responding inaccurately.
 Reacting superficially to all messages.
 People exposed to excessive info are less productive, prone to take poor
decisions.
 Unnecessarily overwhelmed and stressed out.
Message complexity

 Too much technical info.

 Concept is difficult to express.

 Difficult language.
Message competition

 Business messages rarely have the benefit of the audience’s full and
undivided attention.

 Phone ringing, meetings are called, instant messages need to be

responded soon etc.
Differing Status

 Low status employees may be overly conscious when sending messages

to a manager.

 Higher-status people may distort messages by refusing to discuss anything

that would tend to undermine their authority.
 Status barriers can be overcome by a willingness to give and receive bad
news.
Lack of Trust

 Trusting someone at workplace is risky.

 Be visible and accessible

 Share key info with colleagues and employees

 Communicate honestly and include employees in decision making.
Inadequate communication structures

 Communication chain should not be too long.

 Too many formal channels block effective communication.
 To reduce this problem, offer opportunities for upward, downward and
horizontal communication.
 Try to reduce hierarchal levels, increase coordination between
departments,
 Encourage two-way communication.
 Techniques such as employee surveys, open-door policies, newsletters,
memos and emails.
Incorrect Choice of Medium

 Your choice of medium should match with the nature of message and of
the level of the receivers.
 Media richness should be considered,
 Choose the richest media for non-routine and complex messages.
Closed Communication Climate

 Directive and authoritarian style blocks the free ans open exchange of
info that characterizes good communication.

 Spend more time listening than issuing orders.

 Respond constructively to employees.

Unethical Communication

 Organizational messages should be truthful.

 The malpractice of creating illegal and unethical messages brings the

organizational credibility down, thus it’s success is at stake.
THE SEVEN C’S OF
EFFECTIVE
COMMUNICATION
HINA MANZOOR
HS 304, BCE
Spring Semester 2020.
 It is a process of exchanging ideas, thoughts, knowledge and
information; such that the purpose or intention is fulfilled in the best
possible manner.
‘Good communication is just as stimulating as black coffee and
just as hard to sleep after.’ (Anne Morrow Lindbergh)

EFFECTIVE COMMUNICATION
 Basic principles of effective communication:

 These principles are commonly known as 7C’s of effective communication. They

tell us about:
 Style and importance of the message.
 How your message can become effective for your target audience.
 These C’s provide a useful checklist as a result of which both written and verbal
communication pass off in clear, plain, target group-oriented and well-
structured manner.

(7C’s are the life blood of communication between sender and receiver.)
 Completeness

Consideration Correctness

Conciseness Courtesy

Clarity Concreteness
COMPLTENESS

A business message is complete when it contains all facts

and figures the reader or listener needs for reaction you
desire.
The sender must take into consideration the receiver’s
mindset (or his/her perception of the world) and convey
the message accordingly.
A complex message needs additional information and/or
explanation. A good subdivision of subjects will clarify the
message as a result of which there will be a complete
overview of what is said.
(‘Completeness brings the desired response’)
 Guidelines to achieve
Features: completeness:
 Develops proper  Provideall necessary
understanding and leaves no information.
questions in the mind of  Answer all questions.
receiver.
 Givesomething extra if
 Saves cost, time and energy. desirable.
 Helps
the receiver to make
proper decision.
 Persuades the receiver.
1. Please fax me in return the
2. How come my request for an
departures from Singapore to
interview letter did not receive a
Hong Kong on the 8th.
response?
Missing: time of the day, airlines flying
Missing: when was the letter sent?
that route, costs and departure and
Who sent the letter?
arrival time.

EXAMPLES:
CONCRETENESS
It means:
being specific, definite and vivid, rather
than fuzzy and general.
using denotative rather than connotative
words.
Vague and general message result in no
response.
 Guidelines to achieve
Features: Concreteness:

 Shows good level of confidence.  Use specific facts and figures

 Concrete information cannot be  Put action in your verbs
misinterpreted.
 Choose vivid, image-building words.
 It creates positive and pleasant
effect.
 GENERAL
 He is very intelligent student of class
and stood first in the class.
 Student GMAT scores are higher
EXAMPLES:
CONCRETE
 Ali’s GPA in BE Electrical
Engineering was 3.95/4.0, he stood
first in class.
 In 1999 the GMAT scores averaged
600; by 1997 they had risen to 610.
CLARITY
Getting your meaning across accurately is
the purpose of clarity.

Clarity implies emphasizing on a specific

message or goal at a time, rather than trying
to achieve too much at once.
Features:
 Makes understanding easier.
 Enhances the meaning of message.
Guidelines to achieve Clarity:
 Use common and simple language
 Construct effective sentences and
short paragraphs
 Use concrete words instead of
abstract words
 Avoid unnecessary information

 Hi ,
I would like to schedule a meeting
with you in regards to yesterday’s
conversation. The topics you
covered were great, and I’d like to
speak about it in detail. Please let
me know when you would like to
have this meet.
Regards Chris
EXAMPLES:
 Hi,
I would like to schedule a meeting
with you in regards to your
presentation on email marketing.
The topics you covered were
great, and I would like to discuss
implementation on our current
clients. Please let me know when
you have the time so that we can
discuss it in detail.
Regards Chris
CONCISENESS
It means:
Providing accurate information in a short
period time.
Achieving conciseness does not mean to
loose completeness of message.
Conciseness saves time.

Features:
 Saves time of both the speaker and
listener.
 Grasps the attention of the listener.
 Easy to comprehend.
Guidelines to achieve
Conciseness:
 Omit outdated trite expressions.
 Should not use lengthy explanations
as it takes long time.
 Look for unnecessary repetitions.
 Wordy: We hereby wish to let you
 Wordy: Like World health
know that our company is pleased
organization, Information
with the confidence you have
technology.
reposed in us.
 Concise: Always use abbreviations
 Concise: We appreciate your
like I.T, W.H.O, to save the time.
confidence.

EXAMPLES:
 CONSIDERATION –
(STEPPING INTO THE
AUDIENCE’S SHOES)
It means:
understanding of human nature
Effective communication is the one, when the sender considers
the mental level of the receiver.
A mental picture of receiver’s emotions and problems should be
kept in view before sending him a message.
 Guidelines to achieve
Features: Consideration:

 Stimulates a positive reaction from the
audience.
 Exhibits inerest in the audience.
 Shows optimism towards the listener.
 See your material from your reader’s
point of view.
 “You” is more desirable than “I” and
“We”.
 Be sure benefits are a prominent part
of the message.

 Unpleasant: We don’t refund if the
returned item is soiled or unsalable.
 Pleasant: We refund if item is clean
and resalable.
EXAMPLES:
 Unpleasant: When you travel on
company expense, you will not
receive approval for first fare.
 Pleasant: When you travel on
company expense, your approved
fare is for tourist class.
It means:
 Use of right level of language.
 Correct
use of grammar, spelling and
punctuation.
 Accuracy in stating facts and figures.

CORRECTNESS -(FACTUAL AND

LINGUISTIC ACCURACY)
CORRECTNESS
It means:
Use of right level of language.
Correct use of grammar, spelling and
punctuation.
Accuracy in stating facts and figures.
Features of correct Guidelines to achieve
communication: correctness:

 Helps in building confidence.  Check the accuracy of facts and

figures.
 Adds credibility to your work.
 Check mistakes in spelling,
 The impact of the message will be
punctuation, grammar, and
significant.
capitalization.
 Always proof read your work.
 Hi Sam, It is wonderful meeting you last weak. I had a good time.
Let me know weather you can meet me tomorrow evening to
continue our project planning. Thanks. Regards Tom.

Corrections:
 *is
 *week
 *whether

EXAMPLE:
COURTESY -(POLITENESS)
“Everyone gains where courtesy reigns” is
an old but wise saying.
It is an attitude that shows respect for others.
Courtesy means not only thinking about receiver but
also valuing his feelings.
Features of courteous
communication:
 Builds goodwill.
 Strengthens relations.
 Leaves a positive impact on the
listener.
Guidelines for a courteous
tone:
 Be sincere.
 Use expressions that show respect.
 Avoid humor.
 Avoid discriminatory language i.e.,
race, color, gender, creed etc.
  I have noticed that there are orders
 There are always delays in the
pending which need to be cleared
orders. You need to focus on the
on priority. I would appreciate it if
orders department as a priority.
you could focus on getting it done
Please get all the orders cleared
so that we can avoid any delays to
ASAP!
the customer , Thanks a lot.

EXAMPLES:
The 7 C’s of Effective Communication have two
more variations that are often overlooked, namely:
Creativity

and Credibility.
COMPLETENESS • Incorporating all necessary information

CONCRETENESS • Being specific/relevant

CLARITY • Makes comprehension easier

CONCISENESS • Saves time

CONSIDERATION • Understanding of human nature

CORRECTNESS • Builds Confidence

COURTESY • Builds goodwill

 https://thebusinesscommunication.com/7-c-of-
communication/?amp
 https://businessfinancearticles.org/7-cs-effective-communication
 https://www.slideshare.net/Sweetp999/7-cs-of-effective-
communication-24566849

REFERENCES:
POSITIVE, NEGATIVE AND
NEUTRAL MESSAGES
HINA MANZOOR
HS 304,BCE
SPRING SEMESTER 2020
TYPES OF POSITIVE MESSAGES

• Request Messages:
 Simple request for information or action

• Replies to customers
• Explanations to coworkers
• Instructions
• Direct claims and complaints
CHANNELS USED
• E-mails
• Memos
• Letters
• Social media networks
• Blogs
• IM and text messages
REQUEST MESSAGES
CREATING REQUEST MESSAGES

Opening (main idea Body (provide Close (end with

first) details and explain appreciation and a
your purpose) call for action)

• Ask question or • Express questions • State specifically,

issue in a polite in numbered or but courteously,
command bulleted form what action is to
• Avoid long • Use open-ended be taken.
explanations questions instead • Set an end date,
preceding the of yes-or-no if one is
main idea questions significant.
• Suggest reader Provide a logical
benefits, if reason for the end
possible date
“BEFORE”
To : Hina Manzoor, hinam@ned
From : Rudolph , Rudolph@yahoo.com
Subject : New Policy

This e-mail is written to inform you that I continue to receive disturbing reports about the misuse of
e-mail by employees. In the course of the past three months I have heard, of defamatory
messages, downloads of pornography for all the staff to see, and even basketball pool that turned
into a gambling operation.
In view of the foregoing, I am herewith instructing your office that an e-mail policy for the staff is
needed. By October 1 a rough draft of a policy should be forthcoming. At the very minimum it
should inform each and every employee that e-mails is for business only. Employees must be told
that we reserve the right to monitor all messages. No picture or attachment should be in the e-mail
system without there being a valid reason. And we should not be using e-mail to be saying
anything about personnel matters – such as performance reviews and salaries.

If you have any questions, do not hesitate to call

To
“AFTER”
:Hina Manzoor, hinam@ned
From : Rudolph , Rudolph@yahoo.com

Subject : Developing Staff E-mail Policy

Please draft a policy outlining appropriate e-mail use for employees.

we need such a policy because I have received reports of misuse including defamatory messages, pornography
downloads, and even gambling. Here are a few points that the policy should cover:
• E-mail is for business use only
• E-mail messages may be monitored
• No pictures or attachments should be sent without a valid reason
• E-mail should not be used to discuss personnel matters

Please submit a draft to me by October 2 because we hope to have a final policy completed by November 5. Call if you
have questions.
RESPONDING TO REQUESTS

Opening Body Closing

• Open directly • Explain the • Offer a

• Deliver the subject logically concluding
information the • Use the lists, thought,
reader wants heading, perhaps,
• When boldfaces, referring to the
announcing italics, or other information or
good news, do graphic, devices action
so promptly to improve requested
readability • Avoid cliché
• Promote your endings
products and • Be cordial
your
organization to
customers
  BE POSITIVE
 BE TRANSPARENT
 BE HONEST
 BE TIMELY
RESPONDING TO CUSTOMERS BE HELPFUL
Direct Claims and Complaints

Opening Body Closing

• Explain • Explain the • End courteously

immediately what problem and justify with a tone that
you want done your request promotes goodwill
• State the remedy • Provide details • Request specific
briefly when it is objectively and action, including
obvious concisely end date, if
• Explain your goal • Be organized and appropriate
when the remedy is coherent. Don’t
not obvious ramble
• Avoid becoming
angry or trying to
fix blame
• Include names and
dates with previous
actions
 ADJUSTMENT MESSAGES
Opening Body Closing

• When approving a • Win back their • Show appreciation

customer’s claim, confidence that customer wrote
announce the good • Explain what went • Consider expressing
news(adjustment) wrong confidence that the
immediately. • Apologize, be problem has been
• Avoid sounding careful in admitting resolved
grudging or responsibility • Thank the customer
reluctant • Check for for past business
correctness (legal • Refer to your desire
issue) to be of service
• Explaining how
diligently your
organization works
to avoid mistakes
• Avoid negative
language
• Avoid blaming
customers – even if
they are at fault
• Avoid blaming
anyone in your
organization
NEGATIVE MESSAGES
GOAL IN CONVEYING
UNFAVORABLE NEWS
• Explaining clearly and completely
• Projecting a professional image
• Conveying empathy and sensitivity
• Being fair
• Maintaining friendly relations
AVOIDING LEGAL LIABILITY IN
CONVEYING NEGATIVE NEWS
• Abusive language – including abusive language on
social networking sites such as Facebook and Twitter
• Careless language – statements that are potentially
damaging or subject to misinterpretation
• The good-guy syndrome – dangerous statements
that ease your conscience or make you look good
PROVIDING NEGATIVE NEWS STRATEGIES
Direct strategy Indirect Strategy
Buffer
Bad News

Reasons

Reasons
Bad news

Pleasant
close Pleasant close
WHEN TO USE
DIRECT STRATEGY
• When the bad news is not
damaging
• When receiver may
overlook the bad news
• When the organizations or
receiver prefers directness
• When firmness is necessary
INDIRECT STRATEGY
• When the bad news is
personally upsetting
• When the bad news will provoke
a hostile reaction
• When the bad news threatens
the customer relationship
• When the bad news is
unexpected
 WHAT IS BUFFER?
• A device to reduce shock or pain
• A neutral, but meaningful statement that makes the reader
continue reading
• A concise, relevant first paragraph providing a natural transition
to the explanation that follows
PRESENTING THE REASON FOR THE
NEGATIVE NEWS
• Explain the reasons leading up to the no clearly
• Cite reader benefits or benefits to others, if plausible
• Explain the rationale behind your company’s policy
• Choose positive words to keep the reader in a
receptive mood
• Show fairness and serious intent
CLOSING PLEASANTLY
• Forward look – anticipate future relations or business
• Alternative– give follow – through advice or offer an
alternative, if available
• Good wishes – express sincere feelings, e.g. Thank the reader,
if applicable
• Freebies – send a coupon, sample, or gift, if available, to
restore confidence
• Resale or sales promotion – invite the reader to consider your
other products or services
APOLOGIZING EFFECTIVELY IN THE
DIGITAL AGE: THE 5RS
• Recognition – acknowledge the specific offense
• Responsibility – be personally accountable
• Remorse – embrace “I apologize” and “I’m sorry”
• Restitution – explain what exactly you will do
about it.
• Repeating- promise it won’t happen again and
mean it
SAY NO TO TYPICAL REQUEST AND
CLAIMS
• Request for favors, money, information, and action
• Invitation
• Claims from disappointed customers
• Serious problem with orders
• Rate increase and price hikes
• Credit refusals
DEALING WITH UNHAPPY CUSTOMERS IN
PRINT AND ONLINE
• Call or e-mail the individual or reply to his or her online post
within 24 hours
• Describe the problem and apologize

Explain the following:

• Why the problem occurred
• How you will prevent it from happening again
Promote goodwill by following up with a message that documents
the phone call or acknowledge the online exchange of posts
RESPONDING BY E-MAIL AND IN HARD
COPY
Written messages are important in these situations:
• When you cannot reach the customer personally
• When you need to establish a record of the incident
• When you wish to confirm follow-up procedures
• When you want to promote good relations
WHY CONSUMERS COMPLAIN ONLINE

• Customers may receive faster responses to tweets than

to customers service calls
• Griping in public may help other consumers avoid the
same problems
• Public complaints can improve the complainer’s
leverage in solving a problem
• Sending a 140-character tweet is much easier than
writing a complaint e-mail
MANAGING NEGATIVE NEWS ONLINE

What smart businesses do:

• Recognize social networks as an important communication
channel
• Become proactive and join the fun
• Monitor and embrace comments
ANNOUNCING BAD NEWS TO EMPLOYEE
AND THE PUBLIC
• When in a crisis, communicate it openly
• Explain the organization’s side of the story honestly and
promptly
• Management may want to deliver bad news personally
• Organizations deliver bad news through multiple channels, print
and digital
 PERSUASSION
A “SYMBOLIC PROCESS IN WHICH COMMUNICATORS TRY TO CONVINCE
OTHER PEOPLE TO CHANGE THEIR ATTITUDES OR BEHAVIORS
REGARDING AN ISSUE THROUGH THE TRANSMISSION OF A
MESSAGE IN AN ATMOSPHERE OF FREE CHOICE”
(RICHARD M. PERLOFF)
EFFECTIVE PERSUASION TECHNIQUES

• Establishing credibility
• Making a reasonable, specific request
• Tying facts to benefits
• Recognizing the power of loss
• Expecting and overcoming resistance
• Sharing solutions and compromising
PERSUADE WITH AIDA

A • Gaining Attention

I • Building Interest

D • Eliciting Desire

A • Motivate Action
AIDA FOR REQUEST, CLAIMS, AND
COMPLAINTS
Gain Attention

• Use the indirect strategy rather than blurting out the

request immediately
• Begin with a problem description, unexpected
statement, reader benefit, compliment, related facts,
or stimulating question to grab attention
AIDA FOR REQUEST, CLAIMS, AND
COMPLAINTS
Build Interest
• Convince that your request is reasonable
• Develop interest by using facts, statistics, examples, testimonials, and specific
details
• Establish credibility by explaining your background and expertise
• Support your request by tying facts to direct benefits (increased profits, more
efficient operations, better customer relations, saving money, returned favor)
or indirect benefits (improving the community, giving back to the professions,
helping the environment).
• In claims and complaints, be objective but prove the validity of your request.
AIDA FOR REQUEST, CLAIMS, AND
COMPLAINTS
Elicit Desire and Reduce Resistance
• Anticipate objections to your request by using
What if? Scenarios and provide compelling
counterarguments.
• Demonstrate credibility and competence
• In claims and complaints, use a moderate,
unemotional tone
AIDA FOR REQUEST, CLAIMS, AND
COMPLAINTS
Motivate Action

• Make a precise request that spells out exactly what

you want done
• Add a deadline date if necessary
• Repeat a key benefit, provide additional details, or
offer an incentive. Express appreciation
• Be confident without seeming pushy
PERSUASIVE SALES MESSAGES IN
PRINT & ONLINE
CREATING PERSUASIVE SALES MESSAGES
IN PRINT AND ONLINE
Prewrite: Analyze your product or service
• What makes it special?
• What central points should you emphasize?
• How does it compare with the competition?
Prewrite: Profile your audience
• How will this product or service benefit your audience?
• What do you want the audience to do?
• Increase the response rate by targeting your audience through
selected database mailing lists
AIDA FOR PERSUASIVE SALES MESSAGES
IN PRINT AND ONLINE
Gain attention:
• Describe a product feature, present testimonials, make a
starting statement, or show the reader in an action setting
• Offer something valuable, promise a significant result, or
describe a product feature
• Suggest a solution to a problem, offer a relevant anecdote,
use the receiver’s name, or mention a meaningful current
event
AIDA FOR PERSUASIVE SALES MESSAGES
IN PRINT AND ONLINE
Build Interest:
• Describe the product in terms of what it does for the reader:
• show how the product or service saves or makes money,
• reduces effort,
• improves health,
• produces pleasure, or
• boosts status
AIDA FOR PERSUASIVE SALES MESSAGES
IN PRINT AND ONLINE
Elicit Desire, Reduce Resistance
• Counter anticipated reluctance with attractive warranties,
trial offers, free samples, money-back guarantees, or
testimonials.
• Build credibility with results of performance test, polls, or
awards
• If price is not a selling feature , describe it in small units,
show it as savings, or tell how it compares favorably with
the competition
AIDA FOR PERSUASIVE SALES MESSAGES
IN PRINT AND ONLINE
Motivate action
• Close by repeating a central selling point and with
clear instructions for easy action
• Prompt the reader to act immediately with a gift,
incentive, limited offer, or deadline
• Put the strongest motivator in a postscript
• Make it easy to respond
• In e-mails, include an opportunity to opt out
EMAIL SALES MESSAGES
WRITING SUCCESSFUL
E-MAIL SALES MESSAGES
• Craft a catchy subject line
• Keep the main information “above the fold”
• Make the messages short, conversational, and focused.
• Convey urgency
• Sprinkle testimonials throughout the copy
• Provide a means for opting out
 ANNOUNCE THE IMPORTANT INFORMATION TO THE MEDIA, TRADITIONAL OR DIGITAL
SUCH AS: NEW PRODUCTS, MANAGEMENT CHANGES, NEW FACILITIES, SPONSORSHIPS,
COMMUNITY PROJECTS, AWARDS GIVEN OR RECEIVED, JOINT VENTURES, DONATION, OR
SEMINARS AND DEMONSTRATIONS.

PRESS RELEASE
DEVELOPING PERSUASIVE
PRESS RELEASES
Open with an attention-getting lead or a summary of the important facts.

Include answers to the five Ws and one H (Who, What, When, Where, Why, and How) in the
article – but not all in the first sentence

Appeal to the audience of the target media. Emphasize reader benefits written in the style
of the focus publications or newscast

Present the most important information early, followed by supporting information

Insert intriguing and informative quotations of chief decisions makers to lend the news
release credibility

Make the document readable and visually appealing

Look and sound credible – no typos, no imaginative spelling or punctuations, no factual

errors
TASK 1

• Write an offering letter / quotation by email to me as your

prospect customers
• Submit by email meidiahna@ciputra.ac.id
• By today, 15 Jan 2016, 9pm
• The ‘subject’ will also be evaluated
• After the subject, use bracket write down your name and NIM)
“Subject” (Name & NIM)
TASK 2

• Write a negative message

• Informing your customer that his/her request can not be
fulfilled due to certain problems
• Submit by email to meidiahna@ciputra.ac.id 16 Jan 2016,
9pm
• The ‘subject’ will also be evaluate
• After the subject, use bracket write down your name and NIM)
“Subject” (Name & NIM)
FORMAL ORAL
PRESENTATIONS
HINA MANZOOR
BCE HS (304)
 PRESENTATION
 LIVE MODE OF SHARING INFORMATION
 FORM OF ORAL COMMUNICATION
 COMMUNICATIVE ACTIVITY USING VISUAL ELECTRONICS
 LECTURE & Presentation
LECTURE PRESENTATION
 Lecture is ideally a two  Presenter acts as an
way communication advocate of the
process. information shared with
the audience.
 It is more concerned to  Presentation is
the need or information concerned with the
required by the student. information that
presenter want to
provide the audience.
PREPARE
FORMAL ORAL
PRESENTATIONS
• PREPARATION OF ORAL PRESENTATION
• ORGANIZATION OF ORAL PRESENTATION
• DELIVERY OF ORAL PRESENTATION
PREPARATION OF
ORAL PRESENTATION

 KNOWING YOUR PURPOSE.

 KNOWING YOUR AUDIENCE.
 KNOWING YOUR LEVEL OF PRESENTATION.
 USING VISUAL AND WRITTEN COMMUNICATION.
 FOCUSING ON THE MAIN IDEA THROUGH OUT THE
PRESENTATION.
 EFFFECTIVE CONCLUSION.
 REHEARSING THE PRESENTATION.
KNOWING YOUR PURPOSE/IDEA/TOPIC/MORAL.

 WHAT IS THE TOPIC ABOUT…?

 WHAT IS THE MAIN IDEA…?
 WHAT YOU WANT TO ACCOMPLISH…?
 EITHER TO INFORM OR PERSUADE…?
 AVOID REPITITON OF SENTENCES.
 AVOID PERSONAL COMMENTS.
KNOWING YOUR AUDIENCE

 FRIENDLY AUDIENCE (LIKES TO LISTEN YOU & YOUR

TOPIC)
 NEUTRAL AUDIENCE (CALM, RATIONAL)
 UNINTERESTED AUDIENCE (SHORT ATTENTION)
 HOSTILE AUDIENCE (RIDICULATE SPEAKER)

RELATE YOUR INFORMATION TO THEIR NEEDS.

ENSURE THAT AUDIENCE REMEMBER MAIN
POINTS.
 USING VISUAL AIDS AND WRITTEN
COMMUNICATION.
 SELECT YOUR MEDIUM CAREFULLY.
 HIGHLIGHT MAIN IDEAS
 USE AIDS CAREFULLY SUCH AS:
1. SELECT COLORS BASED ON THE LIGHT LEVEL IN
HALL.
2. USE SOFTWARES WITH PERFECTION.
3. MAKE BULLETS.
FOCUSING ON THE MAIN IDEA THROUGH OUT THE
PRESENTATION

 MAIN IDEA SHOULD BE MENTIONED IN THE

PRESENTATION.
 PRESENT MAIN IDEA STRAIGHT AND SIMPLE.
 MAIN IDEA MUST BE CONVEYED CLEARLY WITHOUT
REPETITION OF SENTENCES.
 EFFECTIVE CONCLUSION

 SUMMARIZE YOUR WHOLE PRESENTATION.

 REVIEW YOUR MAIN POINTS
 PROVIDE A FINAL FOCUS.
 PROVIDE HANDOUTS.
 LAST IMPRESSION OF YOU & YOUR CONTENT.
Organization of
ideas
GOOD ORGANIZATION IS
KEY TO RETENTION.
Organization of ideas

 ORGANIZING THE CONTENT.

 ORGANIZING THE MULTIMEDIA SLIDES.
 ORGANIZING YOUR POINTS LOGICALLY.
ORGANIZING THE CONTENT
 TELL AUDIENCE WHAT YOU ARE GOING TO SAY.
 SAY IT.
 TELL THEM WHAT YOU HAVE JUST SAID.
ORGANIZING THE MULTIMEDIA
SLIDES
 INTRODUCTION.

 PREVIEW YOUR MAIN POINTS.

 TRANSLATE YOUR MAJOR HEADINGS IN TO TITLES.
 BUILT BULLETS POINTS USING PHARASES.
 APPLY THE RULES OF SEVEN (7).
RULE OF SEVEN(7)

 NO MORE THEN SEVEN WORDS IN A LINE.

 NO MORE THAN SEVEN LINES IN A SLIDE.

“ALWAYS REMEMBER THAT PRESENTATION

SLIDES ARE SUMMARIZED”
ORGANIZING YOUR POINTS
LOGICALLY.
 SEQUENCE YOUR POINTS CHRONOLOGICALLY.

 MOST IMPORTANT TO LESS IMPORTANT.

 WRITE BRIDGE STATEMENTS BETWEEEN TWO POINTS.
 COMPARITIVE POINTS.
 DELEVERANCE OF ORAL



PRESENTATION
DELIVARY METHOD
DELIVARY TECHNIQUE
 DRESSING
 DOMINANT BEHAVIOUR
 ETTIQUATES
DELIVERY METHOD

 MEMORIZE YOUR PRESENTATION.

 EXPLAIN YOUR TOPIC CONFIDENTLY.
 SIMPLE WORDS AND EASY TO UNDERSTAND.
 NON-VERBAL COMMUNICATION.
DELIVERY
TECHNIQUE
BEFORE PRESENTATION
DURING PRESENTATION
AFTER PRESENTATION
DELIVERY TECHNIQUE

 BEFORE PRESENTATION:
1. PREPARE THOROUGHLY
2. REHEARSE REPEATEDLY
3. TIME YOURSELF
4. CHECK YOUR ROOM
5. PRACTICE STRESS REDUCTION
DELIVERY TECHNIQUE

 DURING PRESENTATION:
1. BEGIN WITH PAUSE.
2. MAINTAIN EYE CONTACT.
3. CONTROL YOUR VOICE AND VOCABULARY.
4. USE VISUAL AID EFFECTIVELY.
5. MOVE NATURALLY.
DELIVERY TECHNIQUE

 AFTER PRESENTATION:
1. PROVIDE HANDOUTS & REFERENCES.
2. ENTERTAIN FEEDBACK.
3. QUESTION & ANSWERS.
4. AVOID YES BUT ANSWER.
5. END WITH A SUMMARY AND APPRECIATION.
DRESSING

 FORMAL DRESSING.
 NOT CASUAL.
 NO FUNKY STYLES.

ALWAYS REMEMBER;
“FIRST IMPRESSION IS THE LAST IMPRESSION”
DOMINANT BEHAVIOUR

 BODY LANGUAGE.
 AWESOME, LOUD AND AUDIBLE VOICE.
 CONFIDENCE
 IGNORE ANY STUMBLES.
 FEEL PROUD WHEN YOU FINISH.
ETTIQUATES

 FORMAL WORDINGS
 COURTESY
 CONSIDERATION
 CORRECTNESS
 NO SLANGS
WHAT WE DISSCUSSED..???

 PREPARATION OF ORAL PRESENTATION

 ORGANIZATION OF ORAL PRESENTATION
 DELEVERANCE OF ORAL PRESENTATION
References
BOOK

BUSINESS COMMUNICATION
BY
MARY ELLEN GUFFEY
ANY QUESTIONS…???
 MAKING
PRESENTATIONS
B U S I N ES S CO M M U N I C AT I O N A N D E T H I C S
( H S – 304)
How can you make a good presentation even more effective?

MAKE IT VISUAL AND INCLUDE CHARTS AND OTHER WATCH FOR THE TIME!
INTERESTING RESOURCES FOR CREDIBILITY
 Show your Passion and Connect with your
Audience

◦ It’s hard to be relaxed and be yourself when you’re nervous.

◦ But time and again, the great presenters say that the most important thing is to connect with
your audience, and the best way to do that is to let your passion for the subject shine through.
◦ Be honest with the audience about what is important to you and why it matters.
◦ Be enthusiastic and honest, and the audience will respond.
◦ Make eye contact with the audience.
◦ Smile more and look friendly.
 2. Focus on your Audience’s Needs

◦ Your presentation needs to be built around what your audience is going to get out of the
presentation.
◦ As you prepare the presentation, you always need to bear in mind what the audience needs and wants
to know, not what you can tell them.
◦ While you’re giving the presentation, you also need to remain focused on your audience’s response,
and react to that.
◦ You need to make it easy for your audience to understand and respond.
( WEEK - 11 , L ECT URE - 22)
 3. Keep it Simple: Concentrate on your Core
Message

◦ When planning your presentation, you should always keep in mind the question:

What is the key message (or three key points) for my audience to take away?

◦ You should be able to communicate that key message very briefly.

◦ Some experts recommend a 30-second ‘elevator summary’, others that you can write it on the back
of a business card, or say it in no more than 15 words.

◦ Whichever rule you choose, the important thing is to keep your core message focused and brief.

◦ And if what you are planning to say doesn’t contribute to that core message, don’t say it
 4. Start Strongly

◦ The beginning of your presentation is crucial.

◦ You need to grab your audience’s attention and hold it.
◦ They will give you a few minutes’ grace in which to entertain them, before they start to switch off if you’re
dull. So don’t waste that on explaining who you are.
◦ Start by entertaining them.
◦ Try a story or an attention-grabbing (but useful) image on a slide.
 5. Tell Stories
◦ Human beings are programmed to respond to stories.

◦ Stories help us to pay attention, and also to remember things. If you can use stories in your
presentation, your audience is more likely to engage and to remember your points afterwards.

◦ It is a good idea to start with a story, but there is a wider point too: you need your presentation to
act like a story.

◦ Human beings are programmed to respond to stories.

◦ Think about what story you are trying to tell your audience, and create your presentation to tell it.

◦ Stories help us to pay attention, and also to remember things. If you

can use stories in your presentation, your audience is more likely to
engage and to remember your points afterwards.
◦ It is a good idea to start with a story, but there is a wider point too:
you need your presentation to act like a story.
◦ Think about what story you are trying to tell your audience, and
create your presentation to tell it.
◦
 6. Remember the 10-20-30
Rule for Slideshows

This is a tip from Guy Kawasaki of Apple. He suggests that slideshows should:
• Contain no more than 10 slides;
• Last no more than 20 minutes; and
• Use a font size of no less than 30 point.
This last is particularly important as it stops you trying to put too much information on any one slide.This
whole approach avoids the dreaded ‘Death by PowerPoint’.
As a general rule, slides should be the sideshow to you, the presenter. A good set of slides should be no use
without the presenter, and they should definitely contain less, rather than more, information, expressed simply.
If you need to provide more information, create a bespoke handout and give it out after your presentation.
 7. Use your Voice Effectively:

◦ The spoken word is actually a pretty inefficient means of communication, because it uses
only one of your audience’s five senses.
◦ That’s why presenters tend to use visual aids, too. But you can help to make the spoken
word better by using your voice effectively.
◦ Varying the speed at which you talk, and emphasising changes in pitch and tone all help to
make your voice more interesting and hold your audience’s attention.
 8. Use your Body Too

1. What is body language?

2. Importance of body language in effective presentations.
3. Quick tips:
4. Smile
5. Don’t slouch
6. Assume a power pose
7. Facial expressions
8. Learn from other presenters
 Do’s and Don'ts
•Be organized! The more organized and focused your presentation is, the
more relaxed you'll feel.
•Breathe! It helps you relax.
•Don't try to cover too much material. Remember you only have 7-10
minutes.
•Do speak clearly, slowly and at an appropriate level for your audience.
•Use vocabulary that is appropriate for your audience. If you use new
vocabulary, make sure you explain it and write it on the board.
•Do make eye contact with all members of your audience.
•Do move around.
•Do use hand gestures.
•Do allow the audience to ask questions at the end of your presentation.
•Don't read your presentation. You can use short notes, but reading a
presentation is unnatural; also, it makes it very difficult for your audience
to follow.
•Do practice your presentation with a partner or in front of the mirror.
•Do remember to thank your audience and introduce the next speaker.
Let’s conclude!
Thank you for Watching!

( WE E K- 11 , L ECT URE- 22)

Presentational BUSINESS
COMMUNICATION
Skills AND ETHICS (HS -304)
WEEK-11,
LECTURE-21
BY MS. NIDA AFTAB
Today’s
agenda:

•Defining Stage Fright.

•Explanations and methods for reducing presentation fears and stresses

•The use of preparation and control, to build confidence.

•A guide to the process of creating effective presentations,

•Tips and techniques for successfully delivering presentations.

 Communication skills
▪ Presentations skills and public speaking skills are very useful in many aspects of work
and life.
▪ Effective presentations and public speaking skills are important in business, sales and
selling, training, teaching, lecturing, and generally feeling comfortable speaking to a
group of people.
▪ Presentation skills and public speaking abilities are not limited to certain people.
▪ Anyone can give a good presentation, or perform public speaking to a professional and
impressive standard.
▪ Like most specialisms, this requires preparation and practise.
 Fear of Public speaking and
presentations
▪ You are not alone if the thought of speaking
in public scares you.

▪ On the contrary, everyone feels fearful of

presenting and public speaking to one degree
or another.

▪ Giving a presentation is very worrying for

many people.
 Understanding/Overcoming Fear

▪ The key to managing and controlling anything is to understand it, especially its causes.

▪ The cause of fear is (a feeling of) insecurity and/or an unfamiliar or uncontrollable threat.

▪ In the context of presentations and public speaking this is usually due to:

✓ Lack of confidence, and/or

✓ Lack of control (or a feeling of not having control) - over the situation, other people (the
audience) and our own reactions and feelings

✓ And (in some cases) possibly a bad memory or experience from our past
 Causes of Stage fright
▪ The effects of these are heightened according to the size of the audience, and potentially
also the nature of the audience/situation.

▪ Which combine to represent a perceived uncontrollable threat to us at a very basic and

instinctive level (which we imagine in the form or critical judgment, embarrassment,
humiliation, etc).

▪ As such audience size and situation are circumstantial factors which can influence the
degree of anxiety, but they are not causal factors in themselves.

▪ The causes exist because of the pressure to command, control, impress, etc.
 Confidence and control
The two big causal factors (low confidence and control) stem typically from:

▪ Inadequate preparation/rehearsal:

Preparation and rehearsal are usually very manageable elements. It's a matter of making the
effort to prepare and rehearse before the task is upon us.

▪ Low experience.
Experience can be gained simply by seeking opportunities for public speaking and presenting
to people and groups, wherever you feel most comfortable. So experience, is actually just
another manageable element before the task.
 Causes of stress
▪A common physical reaction in people when having to speak in public is a
release of adrenaline and cortisol into our systems, which is sometimes likened
to drinking several cups of coffee.

▪Even experienced speakers feel their heart thumping very excitedly before
presentation or public speaking.

▪This sensational reaction to speaking in public is certainly not only felt by

novices, and even some of the great professional actors and entertainers suffer
with real physical sickness before taking the stage or podium.
 How to calm butterflies in stomach?
"There is nothing wrong with stomach butterflies! You just have to get them to fly in
formation!

▪To calm the butterflies you must be relaxed. To be relaxed you must be confident. To be
confident you must be prepared and rehearsed.
▪Good preparation is the key to confidence, which is the key to being relaxed, and this
calms the butterflies,(i.e., overcomes the fear).

▪Put another way, according to logical ' cause and effect':

Preparation + Rehearsal > Confidence > Calm > = Fearlessness

 Creating presentations: step by step

This is the basic sequence of actions for creating and preparing a presentation up to the point of actually
delivering the presentation to an audience:
1.Define purpose
2.Gather content and presentation ideas
3.Structure the subject matter (sections, headings, order)
4.Develop how to present it (style, elements, props, equipment)
5.Prepare presentation (wording, design, materials, equipment)
6.Practise and rehearsals (get feedback, refinement)
7.Plan venue, control the environment
8.'Dress rehearsal' if warranted
9.Relax and prepare yourself - confidence and control
 Prepare the presentation

Consider:
1.What's the purpose?
2.For whom?
3.What outcomes and reactions are you seeking?

Consider the more detailed nature of:

1.Subject and content, audience needs, type of presentation, equipment and venue.
2.Create and gather ideas - brainstorm, mind-map, initially random, be innovative and daring.
3.Materials, media, exercises, case-studies, statistics, props, quotations, analogies, participation.
4.Anticipate questions, know your subject and reference points
5.Decide your notes system - cue cards, sheet notes.
 Deliver your presentation

1. Relax.
2. If necessary revisit your notes about how to relax yourself. Stress can be managed, and to a small degree it is part of
the presentation experience. Butterflies are exciting and beautiful, even if they are not in perfect formation.
3. You have prepared and practised, so your presentation will succeed and be enjoyable.
4. Smile.
5. The audience is on your side.
6. Use a solid well-rehearsed opening, make immediate friendly impact.
7. "Tell them what you're going to tell them, tell them, then tell them what you told’ them."
8. Use confident body-language, control, firmness, confidence, speak your audience's language, accentuate the
positive.
9. Pause when you need to and don't apologise for it - pausing is perfectly okay.
10. Use audience participation where possible, be clear, calm, close powerfully and simply and gratefully, and have fun!
Thank you
for watching!