Basic Principles of Communications and Understanding The Audience Culture
Donald M. Huntington Executive In Residence
Business Communications, Meetings & Presentations
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)
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?”
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.
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