EFFECTIVECOMMUNICATION &

PRESENTATION SKILLS

A WorkshopBy Prof Dexter Valles

(VALMAR INTERNATIONAL)

in association with

R S S MANI & ASSOCIATES ,MUMBAI

For

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LARSEN & TOUBRO ENC,Mumbai

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Business Communication and Presentation SkillsCourse Objectives To enable you develop Professional Business Communication and Presentation skills

Through:Designing the Presentation to deliver the Key Objective/s of the Presentation

Understanding the need for Preparation and Planning prior to Presenting

The ability to provide structure and flexibility to the design to suit situational dynamics

Understanding and leveraging Non Verbal ( Body Language ) communication

The use of Language and Voice Skills to deliver powerful presentations

The appropriate use of technology and tools while presenting

The ability to Analyze and Manage the Audience with Confidence

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Communication definedThe word communication comes from the Latin word ‘communico’ meaning ‘share’. Communication has been defined in various ways. The one chosen here for its simplicity and practicality is’ “Communication is a mutual exchange of facts, ideas, thoughts and perceptions, resulting in common understanding of all parties”.

On an average, a person spends approximately 70% of his/her waking life employing some form of communication – talking, listening, reading or writing. Thus it is of utmost importance that one focuses on making communication as effective as possible. But this is one aspect we take for granted.

The important aspects of communication are:

Communication is purpose oriented. It is a two way process. Thoughts, feelings, emotions and values are an integral part of

communication.

Front line personnel should spend over 50% of their time communicating the information needed to conduct businesses in to motivate their people. In fact communication is not just a manger’s job – it is everyone’s responsibility. The success of any organization lies in its channel of communication and how well they are being used.

The Process of Communication

The process of communication is very dynamic. It can be represented as follows:

MESSAGE

SENDER ENCODING DECODING RECEIVER

CHANNEL

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FEEDBACK

The sender decides to send a message, for which he encodes the message i.e. he translates his idea into symbols and forms. To ensure that the message is understood the sender must ensure that the encoding is done right. The message when received by the receiver is decoded. In other words he interprets it on the basis of his past experiences, expectations, etc. Most problems in communication arise when there is incongruence between the way the sender encodes the message and in the manner the receiver decodes it.

Feedback forms an integral part of a communication process. This tells the sender how much of the message has been understood, that it has been received in full. Thus the process continues ending in a constructive exercise.

However the process of communication is susceptible to breakdown due to various barriers or interference’s that are a part of any organizational set-up

Non-Verbal communication

What is left unsaid is more important that what is said. A major component of the emotional impact of a message is communicated non-verbally – perhaps up to 90 percent. Some major aspects of non-verbal communication are posture, gestures, eye contact, gaze, facial expressions, voice, feelings, etc. The principal aspects of nonverbal communication are

1. Physical Appearance2. Body movement – Gestures, Posture 3. Facial Expression

So, Use an erect body posture when walking, standing, or sitting.

Slouching and slumping are almost universally considered as indicators of low self-confidence.

Patting other people on the back and slightly nodding while patting is the best way to show appreciation non-verbally.

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Standing with toes pointed outwards rather than inwards. Outward-pointing toes are usually perceived as indicators of superior status, while inward-pointing toes are perceived to indicate inferiority.

Maintaining eye contact with those around you.

Smile frequently in a relaxed, natural-appearing manner.

Speak at a moderate pace, with loud, clear, confident tone, people lacking in self-confidence tend to speak too rapidly or too slowly.

Stand up straight especially during a confrontation. Cowering is a sign of a loser even before the conversation has begun.

Correct use of space. People immediately move away if they experience invasion of their territory. So maintain right distance and through your body language exhibit respect for the individual.

Do not gesticulate too much, generally this is a sign of nervousness and lack of control of situation.

During introductions offer your hand confidently and grasp the other individual’s hand for a few seconds in a sure and warm handshake.

Clothing, dress, and appearance are all means of non-verbal communication. You are therefore advised to pay attention to these aspects to portray a pleasing and assertive personality.

The key indicators of relaxed body language are Maintenance of Eye Contact A comfortable smile Controlled and relaxed body movement Relaxed , pleasant face Well modulated pleasant voice

To improve and get feedback of ones body language, it is recommended that you role-play various situations you are face with on a daily basis and get feedback from the mirror or a good friend.

The recommendations is for conveying a positive image through the Voice are

Tone to be low pitched Language to be simple Moderate speed of speaking Smile in the voice

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Introduction to ListeningLis-ten-ing n (1996, International Listening Association):

“the process of receiving, constructing meaning from, and responding to spoken and/or nonverbal messages”

Listening Facts Most people spend at least 45% of communication time listening Most people listen to and understand only about a fourth of what is

being communicated We think faster than we speak (speech 150 words per minute &

thinking 500 words per minute) 85% of individuals rate themselves as average or worse listeners Listening is the most used of all communication skills Listening is the least developed of all communication skills Listening training improves listening ability Listening is an art, a skill & a discipline that like other skills needs

self-control Listening skills are poorest when people interact with those closest

to them. They interrupt and jump to conclusions more frequently We hear more rapidly than one can speak

The six stages of listening are

1. Receiving 2. Selecting 3. Interpreting 4. Understanding5. Evaluating6. Resolving

Listening is more than Hearing

Listening is a selective process; hearing is a physical act Listening is active; hearing is passive Listening is learned; hearing is natural Listening is intermittent; hearing is continuous Listening is a lot of work; hearing is effortless

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LISTENING AWARENESS SELF-ASSESSMENT

Instructions: Tick that is nearest to the way you react when someone is speaking to you

Answer as honestly as you can ! Always

Sometimes

Never

1. I focus all my attention on the speaker when conversing

2. I consciously look for issues or action items during conversations

3. I avoid planning my next remarks until after I have heard the entire message

4. I approach conversations with interest and a desire to truly listen

5. I avoid letting my emotions get in the way of my listening

6. I avoid daydreaming as I listen

7. I try to put myself in the speaker’s place and empathize with what he or she is saying

8. To avoid jumping ahead in the conversation, I avoid assumptions about what someone will say

9. I give feedback, in my own words, from what I heard the speaker say in order to verify my understanding of the message

10. I check my understanding of a speaker’s meaning by asking for clarification of words or comments I do not understand

11. I use a variety of techniques to stay focused while someone speaks

12. I make eye contact oar look at the person as he or she speaks

13. I consciously think about how someone might respond to what I say

14. I allow the speaker to present his or her ideas even when I am emotional about the topic

15. I do not let other sounds or activities distract me as I listen

16. I listen objectively and don’t judge the speaker

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17. When appropriate, I take notes as I listen

18. I listen for ideas and concepts, not just details or facts

19. I select a location that provides the best environment for effective listening and limits distractions

20. I observe and evaluate the speaker’s physical posture and gestures as he or she speaks

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LISTENING SKILLS – IN ESSENCE

We were given two ears but only one mouth.This is because God knew that listening was twice as hard as

talking.People need to practice and acquire skills to be good listeners, because a speaker cannot throw you information in the same manner that a dart player tosses a dart at a passive dartboard. Information is an intangible substance that must be sent by the speaker and received by an active listener.

THE FACE IT SOLUTION FOR EFFECTIVE LISTENINGMany people are familiar with the scene of the child standing in front of dad, just bursting to tell him what happened in school that day. Unfortunately, dad has the paper in front of his face and even when he drops the paper down half-way, it is visibly apparent that he is not really listening. A student solved the problem of getting dad to listen from behind his protective paper wall. Her solution was to say, ``Move your face, dad, when I'm talking to you.'' This simple solution will force even the poorest listener to adopt effective listening skills because it captures the essence of good listening.

GOOD LISTENERS LISTEN WITH THEIR FACES The first skill that you can practice to be a good listener is to act like a good listener. We have spent a lot of our modern lives working at tuning out all of the information that is thrust at us. It therefore becomes important to change our physical body language from that of a deflector to that of a receiver, much like a satellite dish. Our faces contain most of the receptive equipment in our bodies, so it is only natural that we should tilt our faces towards the channel of information. A second skill is to use the other bodily receptors besides your ears. You can be a better listener when you look at the other person. Your eyes pick up the non-verbal signals that all people send out when they are speaking. By looking at the speaker, your eyes will also complete the eye contact that speakers are trying to make. A speaker will work harder at sending out the information when they see a receptive audience in attendance. Your eyes help complete the communication circuit that must be established between speaker and listener. When you have established eye and face contact with your speaker, you must then react to the speaker by sending out non-verbal signals. Your face must move and give the range of emotions that indicate whether you are

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following what the speaker has to say. By moving your face to the information, you can better concentrate on what the person is saying. Your face must become an active and contoured catcher of information. It is extremely difficult to receive information when your mouth is moving information out at the same time. A good listener will stop talking and use receptive language instead. Use the I see . . . un hunh . . . oh really words and phrases that follow and encourage your speaker's train of thought. This forces you to react to the ideas presented, rather than the person. You can then move to asking questions, instead of giving your opinion on the information being presented. It is a true listening skill to use your mouth as a moving receptor of information rather than a broadcaster. A final skill is to move your mind to concentrate on what the speaker is saying. You cannot fully hear their point of view or process information when you argue mentally or judge what they are saying before they have completed. An open mind is a mind that is receiving and listening to information. If you really want to listen, you will act like a good listener. Good listeners are good catchers because they give their speakers a target and then move that target to capture the information that is being sent. When good listeners aren't understanding their speakers, they will send signals to the speaker about what they expect next, or how the speaker can change the speed of information delivery to suit the listener. Above all, a good listener involves all of their face to be an active moving listener.

THINGS TO REMEMBER

1. If you are really listening intently, you should feel tired after your speaker has finished. Effective listening is an active rather than a passive activity.

2. When you find yourself drifting away during a listening session, change your body position and concentrate on using one of the above skills. Once one of the skills is being used, the other active skills will come into place as well.

3. Your body position defines whether you will have the chance of being a good listener or a good deflector. Good listeners are like poor boxers: they lead with their faces.

4. Meaning cannot just be transmitted as a tangible substance by the speaker. It must also be stimulated or aroused in the receiver. The receiver must therefore be an active participant for the cycle of communication to be complete.

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BARRIERS TO COMMUNICATION

1. Distortion of message: Our mouth is capable of speaking around 100-120 in a minute. However our mind can process 450 words in a minute. Thus when anyone talks to us, we hear what they say, but we also add words and meanings from our brain. Those words get mixed up with whatever the person says, and later it is difficult to remember what was actually said and what was added by us.

2. Past Experiences: We judge everything according to our past experience. Whilst each situation needs to be analyzed and evaluated individually. We tend to be prejudiced about situations depending what we are used to and expect things to happen in a particular way.

3. Failure to listen: Our mouth can speak 100-120 words in a minute and our ears can listen up to 240 word in a minute. But generally we do not use these sense organs in the actual ratio. Effective listening requires hearing and understanding.

4. Faulty Perception: This generally happens in the encoding and decoding stages. We tend to attach our views and perception to the message and as result it loses its purity.

5. Fear: Fear plays a very important role as a source of communication barrier in organization. The fear of the “BOSS” or superior is a prime example of this. Very often one fails to communicate and this results in a breakdown.

6. Badly Expressed message: Sometimes people do not speak clearly or do not use proper words. This especially happens when not enough stress is given to the encoding stage. When we do not use the non-verbal aspects of communication like emphasis, pause during transmission the actual message is lost.

7. Language: Especially in India where we speak diverse languages and tend to mix them up, the chances of a communication breakdown always exits.

8. Exaggeration: It is important not to sell the benefits of your products. Claiming that your product is the best, finest may not sound believable to the customer

9. Ego: If you wish that communication is effective, keep your ego out f it. Many a communication breakdowns have happened due to the ‘bloated’ ego.

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10.Physical Distractions : Poor acoustics, bad phone connections, illegible copy, Uncomfortable chair, poor lighting, health problems are annoyances that can block communication

11.Information Overload : Too much of information makes it difficult to assess what is appropriate and can effect thinking and communication

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OVERCOMING THE BARRIERS TO COMMUNICATION

Regulate the flow of information Encourage feedback Simplify the language used in the message Listen actively Restrain negative emotions Use nonverbal cues Use the grapevine and informal networks

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TEN COMMANDMENTS FOR EFFECTIVE COMMUNICATION

FOR THE SENDER

1. Clarify ideas before communicating: By systematically thinking through the message and considering who will be receiving and/or affected by it, a professional overcomes one of the major pitfalls of communicating. The more systematically a message is analyzed, the more clearly it can be communicated.

2. Examine the true purpose of communication: One must ask himself/herself this question – what am I really aiming to accomplish with this message? The communiqué can then be properly designed.

3. Take the entire environment, physical and human, into consideration: Question such as, what is being said, to whom and when are very important. Your skill lies in how you say what and, of course the timing are of utmost importance. Adapt you message to the environment

4. When valuable, take advice from others whilst planning communication: Consulting others can give you additional insight regarding how best to handle the communication. Also a third person not being directly involved can provide unbiased inputs.

5. Be careful of the overtones and the basic content of the message: The listener will be effected they way you put across your message. In fact your tone, facial expressions are also to be considered.

6. Use crisp language and be clear: It is very important that the words are well chosen and as much as possible the language is crisp. In other words use minimum words to send across the message and convey useful information.

7. Follow-up on communication: One must solicit feedback in ensuring that the receiver has understood the message.

8. Communicate with the future as well as the present in mind: Most communication happens in meeting with the demands of the current situation. However this should be in accordance with the long-term goals as well.

9. Be a good listener: By concentrating on the receiver’s response you can ensure his extent of interest in you and also if he is concentrating.

10.Exhibit Congruency: Match your words with your body language.

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TEN COMMANDMENTS FOR EFFECTIVE COMMUNICATIONFOR THE RECEIVER / LISTENER

1. Stop talking! You cannot listen if you are talking.“ Give every man your ear, but few your voice” – Hamlet

2. Put the talker at ease. Let him / her feel free, to talk. This often called as a permissive environment.

3. Show to the sender that you want to listen. Do not act busy, show interest.

4. Remove distractions. Don’t doodle or shuffle papers.

5. Empathize with the senderTry to put yourself in the sender’s place so that you can see his/her point of view.

6. Be patient Allow plenty of time. Do not interrupt.

7. Hold your temper.Do not make premature evaluation. Let the person finish before reacting.

8. Go easy on arguments and criticismThis will not end up in reaching anybody’s goal but just instill unpleasantness.

9. Ask questions. This is active listening.The best way for you to know if you have received the message in its purity and that you are listening!

10.Stop Talking! The thumb rule.

“ Those who cannot or do not listen come across as indifferent or uncaring, which in turns makes others less communicative. And listening is an art”.

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FEEDBACK - FUNDAMENTAL PART OF THE COMMUNICATION PROCESS

Feedback can be destructive and constructive:

Destructive feedback is disapproving without any intention of being helpful and almost always causes a negative or defensive reaction in the recipient

By contrast, constructive feedback is intended to be helpful, corrective, and/or encouraging. It is aimed at correcting performance deficiencies and motivating employees.

Useful Tips for Receiving Feedback Ensure the content of a message is understood clearly by

asking open-ended questions Sometimes there is a preference in all of us to pretend we comprehend everything when we really do not. For example, ask questions like "What do you mean by...?" avoids any misunderstandings between the receiver and the giver. We may feel hesitant to ask the question because of the fear of looking stupid. Consequently, we may miss some important information by pretending to understand the content of the message and may give the other person misleading feedback. One way of overcoming this hesitation about asking questions is to repeat the message, to make sure the message is received correctly.

Listen actively with genuine interest. Listening requires absolute concentration. The average person speaks at approximately one hundred fifty words per minute, although we have the ability to listen to one thousand words per minute. This allows us to create enough time for the brain to wander. Active listening assists the receiver to establish empathy, where we put ourselves in other person position. Empathy allows us to understand different attitudes of the sender, and to understand the content of the message.

Establish rapport by making eye contact, remaining relaxed and receptive and avoid any interruptions when giving or receiving feedback. Establish direct eye contact to provide assurance to the person giving the message that the message is being received with undivided attention. Remaining relaxed and receptive helps better understand the message that is trying to get across. Interruptions, such as interference by another person or cell phones usually cause the message to be misheard or misunderstood.

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Respond and paraphrase the message. For example "Do I understand you correctly...?" Paraphrasing is a handy technique and will provide you with comfort of receiving an accurate message. Although we are sure of what we have heard, it is a good habit to paraphrase.

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Useful Tips for Giving Feedback Focus feedback on behaviors rather than the person. People

look more impartially on observations rather than on what is actually said. Our behaviors and actions occur at a specific moment therefore, it is easy to be challenged to change them. It is difficult to tolerate an attack on "you" which sounds more like criticism. It is easier to take responsibility for the action that is being critical on behavior, such as those things a person does well as much as things done badly. Describing behaviors should not be selective or judgmental instead describe what went on

Focus feedback on observations rather than inferences. Observations are things that can be seen or heard by anyone and inferences are our own interpretations about what went on. Sometimes people like to spice up their observations with inferences, as a result the observations tend to obscure feedback. Hence, we must be careful to differentiate when we make inferences or observations. It is proven that when feedback is given immediately at the appropriate time soon after, observation will be more specific, more concrete, and more precisely reported.

Focus feedback on description rather than judgement. Avoid evaluating the other person, or of his or her actions. Concentrate on the "What" rather than the "why" because the "What" is the observable behavior that can be checked for accuracy whereas the "Why" is the inference of behavior, which leads you into the emotional area of the situation that should be avoided.

Focus feedback on sharing of ideas and information rather than on giving advice. Avoid giving advice to others because too much responsibility is attached to it. Be ready to assist others rather than giving a direct response. By directing others on what to do with the feedback you give, does not give them the ability to make their own choice on what action is appropriate for them. Search alternatives rather than provide solutions.

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The 12 Cs of Presentations

1 CLARITY Of Thought

2 CRISPNESS Of the Presentation

3 COMMUNICATION Of Analysis done

4 CORRELATION Of Concepts employed

5 CREATIVITY In the Presentation

6 CHOICE Of Medium

7 COMPOSITIONLogical Appeal / Construction of Arguments / issues (Presentation Design)

8 CARE/CARING Sensitivity to Audience needs

9 CONCLUDING Powerful, Succinct and Memorable ??

10 CARRIAGE Body language of the Presenter

11 CONVICTION Passion of the Presenter

12 CONVINCING Influencing Power of the Presenter

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Stages of Presentation

Stage 1 : Planning– Objective – Context

Stage 2 : Preparing– Content Formulation– Sequence & Flow

Stage 3 : Presenting– Process– Discussion

Elements of an Effective Introduction Captures attention and involves the audience Establishes rapport with the audience Presents the purpose statement Previews the main points to be covered

Elements of an Effective Summary / Close

Lets audience know you are summarizing Leaves audience with a clear, motivating, and

memorable statement Summarizes the primary points and/or makes a call for

action Is tied to the introduction to create unity

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Top Ten Mistakes Made By Presenters!

No Presentation ObjectivesIf you don't know what your audience should do at the end of your presentation, there is no need for you to present. Knowing your objectives is the key to developing an effective presentation.

Poor Visual AidsVisuals are designed to reinforce the presentation’s main points . Without effective visuals, you are missing a key opportunity to communicate with your audience.

Ineffective CloseClosing your presentation is extremely important. It is when you tie up your presentation and spell out what you want your audience "to do". A weak close can kill a presentation.

Mediocre First ImpressionAudiences evaluate you within the first 120 seconds of your presentation. Presenters who make a bad first impression can lose credibility and as a result diminish their ability to effectively communicate the information in the presentation.

No PreparationThe best presenters prepare for every presentation. Those who prepare and practice are more successful in presenting their information and anticipating audience reaction. Practice does make perfect!

Lack of EnthusiasmIf you aren't excited about the presentation, why should your audience be? Enthusiastic presenters are the most effective ones around!

Weak Eye ContactAs a presenter, you are trying to effectively communicate with your audience to get your message across. If you don't make eye contact with the members in your audience, they will not take you or your message seriously.

No Audience InvolvementThe easiest way to turn off your audience is by not getting them involved in your presentation. Use audience involvement to gain their "buy-in".

Lack of Facial ExpressionsDon't be a zombie. Effective speakers use facial expressions to help reinforce their messages.

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Sticky Floor SyndromeThere is nothing worse than a speaker who is glued to the floor. Be natural and don't stay in one place.

How to Avoid Common Pitfalls Made by Presenters!Don't get caught up in the common mistakes of most presenters. By being aware of these pitfalls, you can successfully navigate your way to a winning presentation!

Avoid Overdosing on Experts

So many speakers quote so many experts and resources that they compete with themselves. It's important to be aware of expert knowledge and even include it where relevant in your presentation. But the presentation IS your presentation. Your audience should see you as the authority on the subject!

Speaking to Your Audience

Anyone can speak to an audience. You get up to say what you have to say and sit down. The real question is, "Did your audience get it?"

Great presenters don't speak to their audiences; they communicate with them. By effectively communicating with your audience, you will be able to create a feeling of personal dialogue with them. This dialogue is one of the keys to delivering successful presentations!

Out of Control Audience

If you cannot control your audience, you cannot control your presentation. Given the right circumstance, you may lose control of the audience if questions get out of hand. The best way to handle this situation is to answer succinctly when a question is asked then move on. Use your agenda to refocus the audience to the task at hand and redirect other questions for a time later in the presentation. Remember you are the speaker and you need to be in control of your audience. Be direct, but always be friendly!

"I Don't Know"

   

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Those words are OK to say. When you don't know a specific answer, don't bluff. If you are wrong you will lose credibility with your audience. The best way to handle this situation is to say you will find out and get back to them. At the next break, make a few calls to see if you can find out the answer. If you get an answer, provide that information to the group after the break. If not, be sure to follow up with the audience member after the presentation. Either way you will improve your credibility.

And One More Thing Before You Go....

Don't overload your audience with information. As a presenter, when you develop the content of your presentation it is important to remember that your audience needs enough information to make an informed decision but not every piece of information you have researched for the last ten years. Your presentation should be clear, concise and to the point! Keep it simple!

Eliminating Filler Words and Actions

Have you ever attended a presentation- one in which you knew the presenter- and been astounded by how a seemingly articulate person disappears under pressure?

All of a sudden, the colleague who speaks clearly and is respected by his team members stammers and stutters. He interjects "um" and "uh" in every other sentence. Why does this happen? In general, when speakers say these filler words or do other filler actions (such as licking their lips), they do so unconsciously.

They make these sounds or do these actions at a transition point- when they are getting ready to move on to another topic or offer an example.

The simple act of switching from one topic to another demands a transition, and when one is not determined, the unconscious fills in.

So, for some, it is a less-than-articulate "uh", and for others it is scratching the head. In either case, the behavior can be stopped.

The best way to eliminate filler words and actions is to substitute one behavior for another.

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So at points of transition, or whenever you feel the need to inject filler, simply PAUSE. Take a deep breath and gather your thoughts. The pause that seems so long to you, pulse-racing, head-pounding, is actually a welcome respite for your audience. They, too, need a filler in order to concentrate.

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Text and SlidesTurning a well-written presentation into a great slide presentation takes little effort. If you remember that "less is usually more", you will do just fine.

Typefaces

We could write many articles about typefaces. So we wont even start. Whatever you choose, stick with one - at most two - per presentation.

Italics

The best rule regarding italics is to avoid using them. They are actually harder to read than plain text. Consider the following examples:

The man slipped slowly out the back door. The man slipped slowly out the back door.

Which is more difficult to read? In general, the italicized text causes the reader to pause. Of course, there are instances in which this is your intent. However, long blocks of italicized text are simply cumbersome and annoying.

Punctuation

Most slides do not require punctuation, even if they contain "sentences". Eliminating the period at the end of the sentence keeps the eye focused on the text. Try to go one step further and reduce the sentence to a phrase. The tighter the language, the more an audience is able to focus on key words. Consider the following:

The sales forecasts show an increase on the horizon. Sales heading up

The first line tells the audience all they need to know, yes. But the second line is stronger. The salient point is reduced to three simple words, and the presenter can fill in what is "missing". The presenter's job is not to read the text on the slides, but to use the slides as visual aids. So, the slides reinforce what the presenter says - not the other way around.

White SpaceWhite space refers to the amount of surface (slide, paper, etc.) that is not

   

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covered with image. Well-designed slides provide enough white space so the slide is properly "framed". Too much text or too many images on a slide cause the viewer to react against the visual overload.

Numbered Steps

When presenting a list of items, beware of using numbered steps. Numbers indicate order (usually of importance or consequence). So, if you do not want to imply order, use bullets instead.

Example 1: Numbered List (Implies Order) Drafting team goals

1. Reduce document management time 2. Eliminate redundant effort 3. Increase communication with engineering department

Example 2: Bulleted List (Points Equal) Drafting team goals

Reduce document management time Eliminate redundant effort Increase communication with engineering department

Notice that the bulleted list indicates that each point is equally weighted.

Capitalization

Capitalization is much like italicized text - to be used with caution. Capitalized text causes the reader to pause, which can be useful for drawing attention to a particular word.

Web site will launch by MAY

On the other hand, capitalized text should never be used in body text- it is far too difficult for the reader to move from one word to another.

AVOID USING ALL CAPITAL LETTERS FOR BODY TEXT. READERS CANNOT MOVE FROM ONE CAPITALIZED WORD TO ANOTHER WITH EASE. RESERVE CAPITALIZED TEXT FOR HEADLINES (ON OCCASION) AND FOR INSTANCES IN WHICH A SINGULAR WORD NEEDS TO BE SET APART FROM THE OTHERS.

Point Size

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You know that your audience needs to be able to read the slide text. But what do you do if you are writing your presentation on your desktop and you are going to project your presentation in front of an audience. How can you tell what will be "legible" to audience members when everything looks just fine on your monitor? In general, try to use at least 24 point type for body text. In fact, more delicate typefaces may need to be 28 point. Headings and Titles should be even larger.

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The Seven Secrets of Handling Successful Questions and Answers

It depends upon the type of presentation you are giving, the time available, and your topic, whether or not you will be faced with questions you are expected to answer. To handle this possibly daunting feat, you should find these following suggestions helpful.

Repeat the question. Even though you heard the question, others in the room might not have, so repeat it for their benefit. Also, repeat it for your benefit. You may not be positive what the questioner is actually asking, so repeating it will give you the chance to clarify the meaning. It will also give you a bit of time to phrase your answer.

Practice answers before the presentation. As you are preparing your presentation, think of the questions that most likely would be asked. Then rehearse or outline your answers. This will cut down on your nerves and give you credibility and stature.

Have questions ready. Besides rehearsing answers, it is a good idea to have questions that you would like to answer prepared. Often when we reach the question and answer portion near the end of a presentation, no one asks a question. At this point, you can say, “One question I am often asked is …” This usually breaks the ice

Control the questions. It depends upon your ease and whether or not you want to take questions during or at the end of your presentation. If giving a long presentation, recommend to the participants the ground rules for questions at the beginning. The caveat here, however, is to make sure that you stay in control. Often there may be someone in the audience who keeps interrupting with questions and the rest of the participants begin to get antsy. At this point, say something like, “Why don’t we come back to that later.” Or, if it is outside the topic, “Why don’t you and I talk about that later ?”

Admit when you don’t know the answer. Rather than guessing at an answer you are not sure about, admit that you don’t know the answer. You could ask the audience if anyone there might know the answer (which creates a hero among the participants), or ask the questioner for his/her business card and say you’ll find out the answer and get back to them with it. Just be sure you do follow up.

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There are no dumb questions. Someone asking a question may feel like they are asking a stupid question. To encourage that person and others in the audience to feel good about posing questions, always say, “That’s a good question.” It’s amazing how many excellent questions will follow.

Embrace the question and answer session. Why? Even though this portion of your presentation may be the most taxing for you in the beginning, it will help you with planning upcoming presentations. You will get a feel for what your audiences want to know and it will also give you more confidence as you become more at ease with speaking “on the spot.”

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The Good, the Bad and the Ugly of Partnering with Another Presenter

In this article, we will address some of the ins and outs of partnering for a presentation: the good, the bad, and the ugly.

What makes a presentation given by two people good, along with being worthwhile, not only for them, but also for the audience?

Preparation, preparation, preparation. It was extremely evident that the two men who were working together – they bill themselves as "brothers" – were both well prepared for their portion of the program. They were also, however, prepared for the parts they shared. It wasn’t just one person’s show, followed by the other person’s show. They were working together.

Timing is more important than ever. When two people are presenting together, they must know exactly how much time to devote to their parts and/or parts of the time allotted. If one goes way over, it will detract from the other’s portion, because the audience will feel they were cheated out of information. A clever way to handle this and keep the audience aware of the time was the way the first “brother” presenting asked the second “brother” to keep track of the time and give him a signal when it was time for him to wind down. As the second “brother” started, the first one unobtrusively switched the connection to the projector from his laptop to his brother’s.

Be comfortable with each other. One of the most important factors that made one such presentation such a complete success was that the two men presenting exhibited such an easy camaraderie with each other. They joked with each other – but not too much. They listened to each other . And, most of all, they appeared to sincerely like each other. The rapport they had with each other multiplied into establishing an easy rapport with us, the audience.

Even if your personalities and presentation styles differ, it is imperative that each of you is a powerful presenter. The two men who were so impressive could be brothers, but they were similar in looks, the way they dressed (appropriately for the type of meeting they were attending), and both were equally excellent presenters.

Now, let’s tackle the “bad and the ugly.”

Remember this is a “partnership.” When working with another speaker and/or speakers, make sure that one doesn’t upstage another. You may have witnessed this with panel discussions and, if it is too

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evident that one presenter is trying to outdo another, it is amazing how quickly the audience will turn against that person. This takes the attention away from the whole presentation and presenters, which is a shame and is counter-productive. One must remember that this is a team effort.

Listen intently to what the other presenter is saying. If one of the partners appears to be bored, dazed and/or not interested in what the another is saying, this will also detract from what is being presented. On the other hand, the positive effect of one presenter really taking an active part in listening and learning can’t be emphasized strongly enough. It will become obvious to the audience members that this is important information that they need to hear also.

Don’t interrupt, act-up and/or make unpleasant sounds. When two people are on stage together, it is easy for one to feel like speaking up, sharing a joke or a comment, or making a funny or distracting face. Don’t. It certainly won‘t endear you to the audience members. Even though these “brothers” joked around with each other, they knew not to do it while important information was being offered.

Pre-determine what will be covered, so there are no unfortunate “surprises.” Even though the two “brothers” gave the impression that they were just easily going along with the flow, it was obvious to seasoned presenters that they were well rehearsed. It was just like an athletic performance that has been practiced, practiced and practiced. They made it look “easy” and that comes from proper preparation. If you have ever presented using a computer and an LCD projector in a strange place, you know that making it all look easy takes a huge amount of preparation and confidence.

If you want to deliver a doubly strong presentation, consider forming a partnership with another speaker. Just make sure that you choose wisely. You can work together well, you respect each other and together you have important and compelling information to share.

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Group Discussion 

 What is a Group Discussion?As the term itself suggests, a GD is a discussion, but most misconstrue it to be a debate. They akin it to a wrestling match and try to score points over the other participants. Consequently, you find a 'fish market' situation in most GDs. What is actually expected in a GD is participation in a systematic way on a particular topic.

Discussion versus Debate

Human beings love debates because we like to win and see others lose. A debate is a perfect situation for expressing intense emotions. A GD, however, calls for a lot more maturity and logic.

The purpose of a GD, though conducted in a competitive mode, is not to establish you as a winner and others as losers. Its purpose, as far as you are concerned, is to help you come across as a person with sound, logical reasoning and the ability to respect another's viewpoint.

The difference, thus, lies not just in style, but also in the mindset that is required to tackle either challenge.

Why are Group Discussions An Important Element of Communication ?

A GD is what you can expect in a meeting at your workplace.

Depending on the kind of profile you have and the company you work for, you will be part of meetings ranging from brand launches and employee performance appraisals to company financials, etc. For instance, if you have a meeting where senior employees are working out a strategy to bid for a prestigious project, this is what is expected of you before and during the meeting.

~ You will go well prepared for the meeting; this means you need to have sufficient information on the likely points of discussion.

~ During the meeting, you will let everyone have his say. When your turn comes, you will present your views forcefully and logically.

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~ Whenever you disagree with somebody, you will present your points logically and makes sure everybody understands what you have to say.

~ You will always attack or address points or issues and not people or their egos.  

~ You will carefully listen to other people's points and try to refine your own by using other people's inputs on the subject.

Typical Criteria for Evaluation involved in Group Discussions       Purpose & Direction

Did not establish   1   2 3 4 5 Established clear purpose

Did not add any value 1 2 3 4 5 Added value and direction

Did not set agenda 1 2 3 4 5 Set / Helped develop an agendaEmotional Balance

Listless, Disinterested 1 2 3 4 5 Animated, Enthusiastic

Tense, Hostile 1 2 3 4 5 Friendly & Receptive

Dogmatic, Uncooperative 1 2 3 4 5 Very Cooperative

Thought Processing

Little use of information 1 2 3 4 5 Adequate information

Frequently off the subject 1 2 3 4 5 Relevant

Superficial, shallow and hasty 1 2 3 4 5 Thoughtful, deep levels of

processing info People Orientation

Argumentative 1 2 3 4 5 Encouraged healthy discussions

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Domineering & Aggressive 1 2 3 4 5 Assertive partnership

Blocked / cut off others 1 2 3 4 5 Encouraged others ideas

Task Orientation

Allowed discussions to take their own course 1 2 3 4 5 Steered discussions to achieve

purpose

Did not collate or co-relate info or data 1 2 3 4 5 Processed data and information

logically to achieve group clarity

Did not contribute much nor seek convergence or summary, let loose ends lie untied

1 2 3 4 5Contributed substantially to evolve discussion-Sought convergence, tied loose ends, helped summarize discussions

 

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PRESENTATION DESIGN TEMPLATE

AUDIENCE ANALYSIS : Checklist1. Audience Profile:

2. Why are they here?

3. What are their stakes?

4. Level of related knowledge:

5. Likely support or opposition:

6. Previous Interactions?

PRESENTATION OBJECTIVES / PURPOSE:

BANG (Opening Hook):

WIFM Message (What’s In It for the Audience?):

OPENING (Introduction, and Roadmap / Agenda):

DEVELOPMENT OF THE BODY (Main Messages)

Main Message 1 (Heading): Essential:Vital:Desirable:Example :Bridge to Message 2:

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Main Message 2 (Heading): Essential:Vital:Desirable:Example :Bridge to Message 3:

Main Message 3 (Heading): Essential:Vital:Desirable:Example :CONCLUSION / SUMMARY / RECAPSummary of Messages 1,2,3Tie in to the Purpose / Objectives of the Presentation:

Reminder of the WIFM/ Benefit : Why this presentation matters to the audience:

Call for Action, if any:

How to respond to the Call for Action:

BANG (Closing Punch Line)

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HANDLING QUESTIONS & ANSWERS

1a) Anticipate all possible questions and list them.1b) Identify Key / Critical questions

Q1Q2Q3Q4Q5Q6Q7Q8Q9Q10

2) Build Answers to Key / Critical questions

Critical Q1: _______________________________________________________________

Answer Cue:

Example:

Critical Q2: _________________________________________________________________

Answer Cue:

Example:

Critical Q3: _________________________________________________________________

Answer Cue:

Example:

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Examples Of Body LanguageNONVERBAL BEHAVIOR INTERPRETATION

Brisk, erect walk ConfidenceStanding with hands on hips Readiness, aggressionSitting with legs crossed, foot kicking slightly BoredomSitting, legs apart Open, relaxedArms crossed on chest DefensivenessWalking with hands in pockets, hunched DejectionHand to cheek Evaluation, thinkingTouching, slightly rubbing nose Rejection, doubt, lyingRubbing the eye Doubt, disbeliefHands clasped behind back Anger, frustration, apprehensionRubbing hands AnticipationHands clasped behind head, legs crossed Confidence, superiorityOpen palm gestures Sincerity, openness, innocencePinching bridge of nose, eyes closed Negative evaluationTapping or drumming fingers ImpatienceSteepling fingers AuthoritativePatting/fondling hair Lacks self-confidence; insecureTilted head InterestStroking chin Trying to make a decisionLooking down, face turned away DisbeliefBiting nails , wringing fingers, ring-twisting Insecurity, nervousnessPulling or tugging at ear Indecision

PARAMETERS USED TO ANALYZE AND EVALUATE PRESENTATIONS

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APPEARANCE AND POISE

POSTURE X Upright   Slack   Nervous   Stooped

FACIAL EXPRESSIONS

 X Expressive   Fixed   Frowning  

Expressionless

HANDS POSITION X Above Waist   In Pocket   Folded   Behind Back

GESTURES X Open Palm   Pointing

 X

Controlled   Constrained

MOVEMENT X Anchored   Rhythmic   Restless   Rooted

EYE CONTACT X To all   Left   Right   Center X Direct   Fleeting   Staring   Unfocused

CLOTHING/ATTIRE X Appropriate   Casual  

Unsuitable  

Over-dressed

METHOD AND MANNER OF DELIVERY

VOLUME X Loud Enough   High   Low   Inaudible

PACE X Appropriate   Fast   Slow   Dragging

PITCH X Appropriate   High   Low/Base  

Inappropriate

STYLE / DEMEANOUR X Confident

 X Friendly   Diffident   Aggressive

MODULATION X Excellent   Good   Flat   Monotonous

CLARITY X Sharp   Clear   Unclear   Garbled

PRESENTATION STRUCTURE AND FLOW

ROADMAP / AGENDA X Detailed   Brief   Unclear   No Agenda

INTRODUCTION X WIFM & Aim   Only Aim   Unclear  

No Introduction

BODY X

Focused and relevant  

Content driven  

Content Overload  

Insufficient Value Add

CONCLUSION X

Summary & Action Plan  

Summary only  

Inadequate  

No Summary

LANGUAGE FLUENCY X Very Fluent   Average  

Discordant   Stocatto

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VOCABULARY X

Wide & Polished   OKAY   Limited   Poor

LOGICAL SEQUENCING

 X Dovetailed   OKAY  

Disconnect   Random

GRASP / KNOWLEDGE X Excellent   Good   Average   Poor

NOTE : The X Marks in the boxes indicate Desired Behaviour / Results

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PRESENTATION TOOLS / AIDS USEDCHOICE / HOW APPROPRIATE

 X Appropriate    

Inappropriate

QUALITY OF THE TOOL ( EG . OHP SLIDES )

 X Professional   Good   Average   Poor

HANDLING OF TOOL X Skilled   Good   Average   Unskilled

MANAGING THE AUDIENCE

INTEREST GENERATED

 X Excited them   Stirred  

Now & then  

Uninterested

CONCERN SHOWN X Empathic   Attentive  

Situational  

Unconcerned

INVOLVEMENT X

Generated Discussions  

Somewhat engaged  

Audience Sponsored   Poor

HANDLING QUESTIONS  

XAnswered with data & focus  

Parried with some difficulty  

Could not answer suitably  

Completely unprepared

NOTE : The X Marks in the boxes indicate Desired Behaviour / Results

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HANDS & FINGERS HANDS &

FINGERS

FEETFEET

HEAD ANGLE/ POSITIONS, EYE CONTACT, FACIAL EXPRESSIONS

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BODY POSTURE SHOULD BE ERECT AND UPRIGHT NOT SLOUCHED OR STOOPED OR LEANING ON TABLES OR CHAIRS

FOCUS AREAS FOR PRESENTATION SKILLS PROGRAM.

HANDS ON HIPSHANDS IN POCKETSHANDS BEHIND BACKFINGERS FIDDLING WITH RINGFINGERS JINGLING COINS IN POCKETHOLDING PEN/PENCIL/MARKER PEN WHILE TALKINGCLICKING BALL PEN ON-OFF

RESTLESS FEET, ROCKING ON HEELS, ONE /TWO STEPS FORWARD AND BACKWARDS, CROSSING FEET WHILE STANDING