Communication

Prof. Dr.-Ing. Walter Harsch

Prof. Dr.-Ing. Walter Harsch 2

Structure

1. Communicationand Presentation

3. Project Management

2. Meetings

Ø Nonverbal CommunicationØ Verbal CommunicationØ Design of charts

Ø ProceedingØWorking methods

Ø Definitions, structure, tasksØ ProceedingØWorking methods

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n The communication process 7n Giving presentations 23n Preparing presentations 62n Presentations in details 81n The design of charts 95n Templates for presentations 101n The project communication plan 120n Listening skills 123

Table of contents (part 1):Communication

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Table of contents (part 2):Effective meetingsn In general 130n Moderation 138n Steps for preparing a meeting 142n Having a meeting 152n How to use flipcharts 181n Methods for doing effective meetings 197n Reports and minutes 219

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Important information

n The following charts are not made for “presentations”!!!

n They are much too monotonous, much too crowded, not well structured …

n But …

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Two functions

Supportin lectures Manuscript

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Nevershow such charts

in your presentations!!!

Communication process

Some basics

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Communication

n One of most important skills for managers

n Often source of problems, conflicts or dissatisfaction

n Communication is a function of trust. Trust high > communication effective.

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There are different forms of communication

n Verbaln Nonverbaln Writingn Listening

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Communication process

n Sender determines information to share and encodes message

n Receiver decodes message to determine its meaning and then responds accordingly

Sender

Feedback

Receiver

Message

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Example 1

Father to children:n „We will eat in 10 minutes!“

Children may understand:n „He wants us to be there in 10 minutes!“n „He wants us to wash our hands!“n „He wants us to dress the table!“n ...

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Example 2

French manager to German manager:„We will meet tomorrow at 10.00 o‘clock!“

What does he/she expect?Ø It would be very impolite to arrive exactly at 10.00

o‘clock!Ø Better: 15 – 30 minutes later!

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Encoding and decoding may be affected ...

n ... by values, attitudes, beliefs, perceptions, education, language, culture, and emotions

Ø Communication is successful if the decoded message is the same as the sender intended.

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Communication

Sender Receiver

„Problematic“ communication:Ø Little understanding

„Good“ communication:Ø Good understanding

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Barriers to communication (1)

May disrupt communication or stop it altogether

Sender Receiver

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Barriers to communication (2)

nBackground (division, department)nEducationnValuesnAttitudesnSocial status

People

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Barriers to communication (3)

nOrganizational culturenRumours nConflicting prioritiesnDepartmental relationshipsnTerritorial issues (Streitfall)

Organization

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Barriers to communication (4)

n Terminology (jargon)nNonverbalnMother tongue vs. learned languagenMistranslations

Language

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Barriers to communication (5)

n Geographyn Time zonesn Method (face-to-face, telephone,

e-mail)n Culture (from country to country

or within the same country)

Logistics

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Communication may also be complicated by the number of people involved

3 individuals3 potential interactions

5 individuals10 possible interactions

10 individuals45 potential interactions

Individuals x (Individuals – 1)Interactions = -----------------------------------------

2

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Improve communication by taking the following actions (1)1. Choose most appropriate method of

transmission for your communication: - face-to-face, telephone, conversation, e-mail, video conference, memo, letter, etc. - considering urgency and importance of the message or need to discuss the issue, make a decision, or negotiate.

2. Prepare your message in advance:- Determine how and when to deliver the message- Identify the problem that needs action- Gather relevant information- Focus on most important issues

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Improve communication by taking the following actions (2)

3. Deliver the message in a clear and constructive way:- Use appropriate nonverbal communication- Be aware of the other person‘s feelings and show genuine concern

4. Listen to the receiver‘s message:- Really listen- Ask questions until you are sure to understand theresponse

- Accept the fact that the other person may see thingsdifferently from how you see them

5. Verify understanding- By summarizing or paraphrasing (umschreiben) the response to be sure you understand correctly

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Giving presentations

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Imagine, you are doing a presentation

n Student‘s projectn Bachelor thesis in companyn Seminarn Conferencen Meeting in the companyn Partyn ...

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What impresses the audience?

The sympathy/antipathy is decided

n 50 - 60 % by non verbal impressionn (body language, i.e. posture, gestures, facial

expression, visual contact, outfit)

n 30 – 40 % by verbal impression

n 10 % by content of speech

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The reason for that:

n The pace of speaking of a German-speaking person: n 100 words/min

n The capacity of human brains: n 400 words/min

Ø Our brain is only strained to a fourth part, so ¾ of our brain capacity is able to do other observations!

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Because of that ...

n ... we have to take special care of our body language!

n ... let‘s have a close look to some rules!

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Non verbal impression

1. Posture2. Gestures3. Facial expression4. Eye contact5. Outfit6. Distance areas7. Gestures

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1. Posture

n The posture of a person is the first signalthat impresses other people!

n The posture decides the impression ofn professional firmnessn personal assurancen attitude of the speaker towards listeners

(arrogant, fearful)n view of the speaker to life (positive, negative)

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For that reason ...

do not

n change standing and free leg

n take a teenage girl posture

n bend your body in the hip

but

ü stand firm on both legsü put your feet a bit apartü feet in front opened a

little bitü stand upright

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2. People look the way they are

Whom would you believe?

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Facial expression

n Permanent signal between our fellow human beings and ourselves.

n Shows our view of life.

n Influences impression of the others for what we are saying!

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If we go through life with ...

n dissatisfactionn a grumpy face (mürrisch)

n pessimistic prejudicesn doubt against everything and everybody

Ø then we must not be surprised if others show us exactly what we expect of them!

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4. The first meeting

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Eye contact

At the first meeting people look into the eyes of each other and find out – often unconsciously - about

n sympathy and antipathyn interest and disinterestn power (who looks away first?)

Ø Maybe wrong - but of long duration!

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We incline to neglect the eye contact if we

ü are unsureü feel embarrassed (verlegen, peinlichberührt)

ü feel disturbedü criticise or if we are criticisedü express orders and wishesü tell lies.

Ø In such situations we need particularly the visual contact!

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5. The Outfit

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Pay attention!

n You should look well-groomed and fittingØ your personal typeØ occasion

n Not too loudØ takes listeners mind

from your presentation

n Take special care onØ your shoesØ your finger nailsØ your hairØ your teeth

n and on accesoirs likeØ glassesØ watchØ handkerchief

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6. Distance areas

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We distinguish between three distance areas1. General distance: 1,2 – 1,5 m

Ø You don‘t feel disturbed!

2. Distance of communication: 0,6/0,8 – 1,2 mØ The distance of the heads during conversation!

3. Distance of intimacy: 0,6 – 0,8 mØ This area is reserved for people you like!

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7. Gestures

n Gestures are a very powerful signal!

n Mind cross cultural differences!

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Gestures are allowed in this area!

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Examples

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Exercise: Holding a speech

n My hobby

n Why do I study Textile and Clothing Management

n What do I intend to do in my job!

n Why I like Mönchengladbach

n Do a presentation of about 2 – 3 min!

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Verbal impression

1. Articulation2. Short breaks during speaking3. Rhetoric4. Rules for designing a manuscript5. Stage fright6. Feedback rules

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1. Articulation

Try to vary your articulation

n High – deepn Loud – lown Fast – slow

Ø The tension of your speech is decided by the variations!

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2. Short breaks during speaking

n Advantages for you as speaker

Ø You win time to prepare next idea

Ø You can renew eye contact

Ø You can have a look at your notes

Ø You can breathe quietlyØ You can think in advanceØ Listeners concentrate on

you again

n Advantages for listeners

Ø They can think about what you have said

Ø They can reflect your information

Ø They are not overstressed in their concentration

Ø They are able to follow you in an easier way

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3. Rhetoric

n Some rules for doing presentations

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n Active greeting

n No empty phrases, no platitudes

n No excuses

n Start only when you are standing in front of the audience

n Introduce yourself, if you are a stranger to group

I. The beginning of a presentation

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II. The main part of a presentation

n No speech before the speech

n Objectives, list of content if necessary

n Clear structure with breaks between main chapters

n Duration of presentation in dependence of occasion

n Choice of style/expressions in dependence of audience

n Talk only about the essentials

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III. The end / the conclusion

n No never ending end

n No „I hope“

n Appeal to listeners better than „thank you“

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Examples

n I am pleased that I had the opportunity to present the new data management system of my company.

n Probably you see new possibilities in designing similar solutions for your firms.

n If you are interested in more details don‘t hesitate to contact me, my e-mail address is listed in the handout. Moreover there will be a break in a few minutes and we can discuss further points if you are interested.

Be polite

Appeal

Appeal

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Short exercise

Please work out

the end of a presentation

at the University of Valencia (Spain) about your studies!

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4. Designing a manuscript

ü (Only) introduction and end/conclusion word-for-word

ü Use only keywordsn Well-trained speaker: 1 keyword/minuten Untrained speakers: 3 – 4 keywords/minute

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DIN A4 paper size only if you can hide it!

......

......

...3rd main keyword

2 – 4 minor keywords2nd main keyword

2 – 4 minor keywords1st main keyword

Subject

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Use DIN A6 / DIN A 7 paper size!

Ø Maximum 5 words per card

ØWrite with felt-pen

ØWrite on cards only on one side

Ø Number the cards

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5. What to do against stage fright?

Permanent strong stage fright

Ø Physical relaxation (e.g. autogenic training)

Ø Train doing presentations!

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Normal stage fright

n Respectable preparation

n The night before

n Just before the presentation

n And then

Ø Take your time for preparation

Ø Headword manuscriptØ Ability of forming different

sentences out of the same keywords

Ø Little alcoholØ Duration of sleep is of no

influence

Ø 3x take a deep breath

Ø Show self assurance

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Listeners opinion:

Who shows self-assurance has strong arguments

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6. Feedback rules

Rules for the person giving feedback

1. Describe facts (I see, ...)2. Describe things from your point of view

n This means: The way I see it is ...!n Or: You make this or that impression on me!n Not: You are ...

Rules for the receiver of feedback

1. Think „thank you“!2. Accept the criticism without resignation!3. No justification!

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Ch

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for

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pre

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s

Total (max. 34 points)

0 1 2 3Explanation of motives?

0 1 2 3Media usage (beamer, overhead-projector, video, ...)

Yes = 0 No = 1Expression of thanks?

0 1 2 3End/conclusion (concise, fluently, interesting)?

0 1 2 3Introduction (concise (exact), fluently, interesting)?

No = 1 Yes = 0Too formal or too slangy language?

No = 0 Yes = 1Rhetorical questions?

No = 0 Yes = 1Use of illustrations?

No = 0 Yes = 1Examples and comparisons?

No = 0 Yes = 1Use of breaks?

No = 0 Yes = 1Clear pronunciation?

No = 0 Yes = 1Easy language in short sentences?

No = 0 Yes = 1What about voice pressure and rhythm of speech?

No = 0 Yes = 1Is there direct speech towards the listener (you)?

No = 0 Yes = 1Is there eye contact?

No = 0 Yes = 1Is a clear aim expressed?

No = 0 Yes = 1Adaptation to the listener?

0 1 2 3 4 5 6 7 8 9Content of presentation?

PointsWhat to consider?

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Exercise

n Please prepare a short presentation (max. 3 min.) about one of the following subjects:

Ø Industry needs more graduates in Bachelor of Textile and Clothing Management!

ØMy hobbies!

Preparing presentations

Rules and ideas

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In general ...

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Combination of audio-visual media and aids

Success of learning (to remember after 6 weeks)

Onlyhearing

Hearing andvisual media

Additionaluse of one‘s own(exercises etc.)

20 %

50 %

90 %

Onlyseeing

30 %

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How to prepare a speech

n Who am I talking to?

n Who am I?

n What do I want?

n What do they want from me?

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Criteria for choosing the contents and the detail of contentsn How often do I need it?n How complex is the topic?n What is the knowledge of the persons

listening?n What is a necessity (i.e. for exams)?n What can be transferred to a similar problem?n What is important?

Ø Make it interesting for the listeners!

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Pedagogical structure

Ø From the known to the unknownØ From easy to difficultØ From simple to complexØ From an example to find the ruleØ From the rule to the exception

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Examples

1. From the known to the unknownØ Our University ? Our partner University in Finland

2. From easy to difficultØ Sewing of a T-shirt ? Sewing of a man‘s shirt

3. From simple to complexØ Gear with 2 gearwheels ? Gear with 5 gearwheels

and drive shaft (Antriebswelle)

4. From an example to find the ruleØ Noise level looms 100 dB(A) ? All looms have such

a noise level5. From the rule to the exceptionØ Noise level prototype loom ? only 80 dB(A)

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Pedagogical structure

Please, work out an example for every rule!

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Pedagogical structure

n Try to follow this structure in your presentation

n It makes it easier for the audience to understand what you want to say

n The listener‘s feeling of satisfaction increases

Ø Your success increases as well!

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To remember

n Use examplesn Illustrate your statementsn Activate listeners (ask (rhetorical) questions)n Give the feeling of success (listener must be

able to answer rhetorical questions)n Go ahead step by stepn Use clear and easy understandable language

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If you are off the track

n Let‘s put together ...n Repeat the statements and factsn Discus pros and consn Bring out further claims and assertions

Ø You need to talk in the front and think in the back of your mind, to find back to what you wanted to express!

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Preparation

Notes, visuals, aids, etc.1. Introduction2. Main body3. Summary

3. Design the structure

Helps to prioritise the presentation

- What must be included?- What should be included?- What could be included?

2. Develop and select ideas

1. Helps to devise a presentation structure

2. Provides a yardstick (Maßstab) for success

What the audience needs to understand

1. Define specific objectives

Key pointsDetailContent

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Presentation

People tend to remember what they hear last

1. Draw together2. Summarize3. Seek acceptance4. Propose action

3. Summary

Include:nVarietynContrastnHumour

Logical sequence:nFactsnExamplesnConclusions

2. Main body

Who, what, why and howSetting the scene1. Introduction

Key pointsDetailContent

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The duration of speeches

Speak for 20 – 45 minutes maximum –this is the lengths of the average person‘s attention span!

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Aids for your presentation

Written down word for word

n Key words only

n Use your charts

Written down word for word

How to remember

n Just in casen Gives you security

1. 3 – 5 min

3. Summary

Additional information that is not mentioned on the chart

20 min2. Main body

n Just in casen Gives you security

3 – 5 min

1. Introduction

CommentTimeStructure

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(Visual) aids

n PowerPoint Chartsn (Overhead) transparenciesn Slidesn Video films/DVD‘sn Modelsn Samples (like fabrics)n ...

Ø Are helpful for the understanding

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Make use of ...

„Prefabricated“ presentations, numerous possibilities, no additional notes, little overview

PowerPoint + Beamer

Show complex issues, motions, behaviourVideos

For working out structures, ideas, propositionsPin wall

You can take them away, pin them to the wall, take them home, bring them back, etc.

Flip Chart

Permits use of prepared transparencies,for writing down ideas, notes, structures

Overhead projector

For writing down ideas, notes, structuresBlack board/White board

Not time consuming, good for instructions, many listeners possible

Oral speech

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Don‘t forget

n Don‘t always use just one successful mediumn If the contents change, change the media as

welln Structure your subjects in different main partsn Don‘t focus on the reason alone but also on

feelingsn Use well known and obvious examples

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The presentation in details

Structure and language

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Flow-chart: structure presentation

Introduction

Outline

Questions

Summary

Main parts 3, 4, etc.

Main part 2

Main part 1

Conclusion

I‘d like today to talk about ...

I‘ve divided my talk into ...

If you have any question, please ...

Let‘s start with ...

That brings me to ...

... and turn to ...

To sum up ...

In conclusion

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Introducting yourself and your talk

Checklist

n Your name and positionn The title/subject of your presentationn The purpose of your presentationn The lengths of time you will taken The main parts or points you will covern Any visual aids you will usen When the audience may ask questionsn A reference to the audience: a human touch

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Greeting, name, position

n Good morning, my name‘s.... I‘m the new Finance Manager.

n Ladies and gentlemen. It‘s an honour to have the opportunity to address such a distinguished audience.

n Good morning. Let me start by saying just a few words about my own background. I started in ...

n Welcome to DaimlerChrysler. I know I‘ve met some of you, but just for the benefit of those I haven‘t, my name‘s ...

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Title/subject

n I‘d like to talk (to you) today about ...n I‘m going to present the recent ...

explain our position on ...inform you about ...describe ...

n The subject of my talkfocus presentationtopic paper (academic)

speech (usually to public audience)

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Purpose/objective

n We are here today to decide ...agree ...learn about ...

The purpose of this talk is to update you on ...give you the background to ...

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Length

n I shall only take (...) minutes of your time.n I plan to be brief.n This should only last (...) minutes.

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Outline/main parts

n I‘ve divided my presentation into four parts. They are ...

n The subject can be looked at under the following headings: ...

n We can break this area down into the following fields: Firstly/first of all ...

Secondly/then/next ...Thirdly/ and then we come to ...Finally/lastly/last of all ...

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Questions

n I‘d be glad to answer any questions at the end of my talk.

n If you have any question, please, feel free to interrupt.

n Please interrupt me if there is something which needs clarifying. Otherwise, there‘ll be time for discussion at the end.

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Reference to the audience

n I can see many of you are ...n I know you‘ve travelled a long way ...n You all look as though you‘ve heard this

before ...

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Language

npersonal stylenimpersonal style

nsimpler argumentsncomplex arguments

nsimpler vocabularyncomplex vocabulary

nshorter sentencesnlong sentences

Spoken languageWritten language

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Examples language

n An individualistic style appears to be closely associated with rapid career path progression, whereas a group or participative style, despite its evident attractiveness to all members of staff, is correlated with a relatively slow career progression.

n You can see here, 35 % of the group of managers classified as participative reached senior management positions. On the other hand, 74 % of the more individualistic managers achieved senior management status.

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Example language

n Although lip service is paid to the concept of participative management, their real perception of leadership qualities completely contradict this view. It can be further seen that such surveys ...

n So, we find it a massive contradiction. Good managers are supposed to be participative – to make sure they consult and discuss. Good leaders are supposed to be strong individuals – able to make decisions on their own.

The design of charts

Some advices

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Two different ways to express yourselfon charts1. Statement expresses a messageØ (What can we see on the chart? Ø What is the most important?

2. Just a titleØ What is it the chart deals with?

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In the last 6 month we reduced the quality costs for 30 %.

? = 30 %

01/2003 06/2003

6 Mio. €

4,2 Mio. €

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Reduction of quality costs

? = 30 %

01/2003 06/2003

6 Mio. €

4,2 Mio. €

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How many charts do you need?

Ø Calculate 2 – 3 min per chart

Ø Better fewer charts than one too much

Ø Concentrate on the most interesting facts and messages

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See example in lecture!

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Charts should be

n reduced as much as possible

n clearly structured

n varied

n full of surprises

n a pleasure to look at.

Template for a presentation

Example 1 Presentation of concept „Open Day 2003“

(Thanks to Mrs. Isermann)

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Topic

What, when, where

Template 1

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Template 2

Situation analysisLessons learned

What was good?What was bad?

Things to be improved

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Template 3

Objectives

• First• Second• Third• Fourth(less is more!)

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Template 4

Target groups

••••

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Template 5

Strategy

In this example, it is of course,The event „Open Day“Explain why.This chart can miss.

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Template 6

Messages

e.g.

The Department of Textile and Clothing Technology of the Niederrhein University of Applied Sciences

• offers job perspectives••

Messages should be simple, saying in one sentencewhat the client wants to achieve. Ideally, messages should support the objectives.

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Template 7

Idea: Slogan

The slogan is the platform for the message

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Template 8

Measures for

1st message2nd message3rd message

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Template 9

Additional activities

E.g.

• Invitations• Advertising• Info.Launge• Background information• Give-aways

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Template 10

Media relations

• Who should be in contact?• How (which products)?

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Template 11

Timing and team

• Gantt-chart (only title of activities, e.g. Press tour)

• Who is responsible for which measure?

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Template 12

Budget (Costs)

E.g.

• Advertising• Give-away

Rounded off sums

Structure of a proposition/plan you make

Example 2

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Template 1

Set out the proposal

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Template 2

Explain why it is needed and what it

contributes

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Template 3

Estimate the resources required, and show how the proposal

meets financial criteria

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Template 4

Specify who will be responsible and the proposal‘s

timescale

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Template 5

Conclude with a plan of action

Project communication plan

For Project Managers

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Project communication plan

n The project manager should develop a project communication plan for each project

n It describes what information is communicated, to whom, how, and how often

Ø Use a communication matrix!

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Communication matrix

DailyDailyDailyDailyStatus report on project web site

Attends weekly

Attends weekly

As neededMinutes weekly

Team meetings

As neededAs neededAs neededAs neededPhone calls & e-mails

WeeklyWeeklyQuarterlyMonthlyFormal status reports

Team member B

Team member A

CustomerClientMethod

Listening skills

Important to be understood

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Listening (1)

1.Listening is a critical part of communication- purpose is understand message from the point of view of the other person- take time and effort to carefully listen to others

2.Listening is not discussion- Listening is a one-way process that involves hearing and understanding the message- Listening requires full attention- Discussing is a two-way interchange of ideas

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Listening (2)

3. Listening is not problem solving- Listen to understand, not to propose solutions- Finding solutions might be a next step- Moving too quickly from listening to proposing solutions may interfere with the communication process- If you impose your solution without giving others a chance to be heard, they may stop coming to you with problems and questions

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How to improve your listening skills (1)

1. Listen intently, concentrating on the individual and what is being saidn Listen for content, not just verbiage.n Listen to the emotions and needs being

expressed.

2. Seek clarification and confirmationn If a person makes a request or provides

information, clarify what was said so that you both are sure the message has been conveyed correctly

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How to improve your listening skills (2)

3. Resist the urge to correct errors made by the speakern When people express strong feelings, they often

exaggerate or overstate the facts, sometimes in anger with accusations

n As you listen, concentrate on hearing the message rather than correcting the facts

4. Don‘t allow blases (Voreingenommene) to interferen If you assume that the information you get is

important, regardless of who delivers it, you are more likely to remember it

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Listening: verbal skills

Periodic verification of what is being said

„As I understood this is what you are saying.“

6. Summarizing

Confirmation of understanding and encouragement to continue

„I follow you so far, please go on“5. Maintaining

Acknowledgement of criticism„Would it help if I would change this paragraph, it is misleading?“

4. Conceding(nachgeben)

Offering help/support„Perhaps if I explain that part more clearly.“

3. Facilitating

Confirmation of understanding„Is this what you mean?“2. Confirming

Clarification of what has been said

„Could you repeat that question please?“

1. Clarifying

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Listening: non-verbal skills

Ø Shows openness and receptivityØ Crossed arms can communicate

superiority or defensivenessØ To communicate interestØ Slouching indicates boredom or

fatigue

n Face the speakern Uncross your arms and legs

n Lean forward slightlyn Don‘t slouch (krumme Haltung)

5. Posture

Ø Don‘t interrupt unless asked to do so

Listen in silence4. Patience

Ø A frown is appropriate as a signal of disagreement or lack of understanding

To reflect the speakers mood:i.e. humorous, friendly, ...

3. Facial expression

Ø Use occasionallyn Affirmative head nodding indicates understanding

2. Head movement

Ø Don‘t stareØMay be interpreted as lack of

interest

n Focus on speakern Do not look away for long periods

1. Maintaining eye contact

CommentExamplesBehaviour