Basic Principles of Communications and Understanding The Audience Culture

Donald M. Huntington Executive In Residence

Business Communications, Meetings & Presentations

What is Communication?

  Two-way process   Sending & receiving information   Through one or many channels

Communication is Active, not Passive.

Receiver acknowledges receipt. Sender verifies clarity.

For effective communication…

  The sender must ask for confirmation that the message being sent is being received

  The receiver must seek clarification and confirm receipt

Leading cause of communication breakdown…

  Failure of sender to verify receipt and clarify understanding   It’s ultimately the sender’s responsibility!

I told you what to do.

That’s not what I heard.

Barriers to effective communication

  Environmental factors  Room temperature, lighting, noise, chairs, etc.  Outside distractions  Credibility/reputation of the communicator  Appearance, style & authority of the communicator   Language, sound, visual presentation

  Internal factors   Worry   Fear   Deadlines   Illness, etc.

Barriers to effective communication

  Filters  Experiences  Perspectives  Knowledge  Opinions

What we have here is a failure to communicate.

Sound principles improve chances for success

 Know your audience  Know your purpose (What, why, intended effect?)  Know your topic   Present a balanced case   Be credible   Anticipate questions and objections

Sound principles for effective communication

  Follow through on what you say  Communicate in “bite-sized chunks”   Present information in several ways  Use multiple communication techniques  Develop effective ways to get feedback

Understanding the audience culture is critical  Who are the key audience members?  Who are the decision makers?  What’s the audience’s experience with the subject?  What are their attitudes? Friendly, neutral, hostile?   Are they formal or informal?  What networks are they members of?  What benefits can I offer them?  What objections can I anticipate?

Understanding the company culture is a matter of survival  What is the protocol for calling meetings and sending

invitations?  What is acceptable arrival time at meetings?  What is appropriate attire?  What is the dominant email style?  What is acceptable response time to email and phone

messages?

Be alert to culture and customs. Ignore at your own peril!

Use multiple media to enhance effective communication  People remember:

  10% of what they read only   20% of what they hear only   30% of what they see only   40% of what they hear and see  Over 50% of what they hear, see and repeat

(repeat = feedback)

Repeat after me…

“People remember over 50% of what they hear, see and repeat.”

What was that?

“People………..”

Great communicators…

  Seek non-verbal and verbal feedback  Head nods, smiles, confirming comments, quizzical looks,

questions

  Ask for confirmation   “Am I being clear? What did you understand me to say?”   “If you had to explain this to Bob, what would you say?”

How to be a good listener

Effective communication requires “Active Listening”

  “Hearing” is a passive activity - it’s not “listening”   All parties to effective communication (both senders &

receivers) must be active participants   That is, they must be completely engaged in the

communication

Specific skills can enhance active listening

 Get the complete message. Be patient.  Demonstrate alertness – eye contact, posture,

expressions   Focus on the message, not the form (voice, mannerisms,

dress)   Filter out emotionally-charged language and the

emotions they trigger in you

Use your brain wisely   Use excess mental capacity productively

  Speaking rate = 100 to 200 wpm  Thinking rate = 400 to 600 wpm

  Think efficiently and critically  Mentally review and recap to stay focused on listening

 What evidence is being given?  What assumptions are being made?  What’s the effect on me?  Are good examples being used?  What are the main points I should take away?

Great listeners…

  Provide non-verbal and verbal feedback  Head nods, smiles, confirming comments, quizzical looks,

questions

  Are specific “This is what I think you’re saying. Is that right?”

 Give actionable feedback (avoid criticism about things beyond control)

Tips & warnings

  Avoid mental debate  Don’t form premature

conclusions   PAY ATTENTION! There will

be plenty of time to analyze later.

Now that you know some important principles of communication…