Communication
UNIT 2.3
IB Specification
 Communication classification
 Oral
 Written
 Visual
 Non-verbal
 Formal and informal
 Barriers to effective communication
Learning Outcomes
 Compare the ways in which communication
takes place within organization
 analyse the causes of communication failure
 evaluate the solutions to such failures
Barriers to Communication
 Distraction and multi tasking
 http://www.youtube.com/watch?v=xO_oEGHWS
MU
 Language
 Listening skill
 Articulation
The Key to effective Communication
LISTENING
Speaking and listening
 We take notes at about 20 wpm with a
pen/pencil, and between 40 and 100 wpm
with a keyboard
 A teacher will lecture at about 100 to 120
wpm
 You think at about 500 wpm
 What is going on in that excess time/space
continuum?
Visual listening:
 eye contact
 nod
 body language
Verbal Cues
 Developing the conversation

“Tell me more” “What was that like for you?”
 Taking it in

“I see”
 Responding positively

“How interesting” “What an accomplishment”
 Diverging

“On the other hand, do you think….”
 Probing

“What do you mean by that?”
 Expanding

“Why?”
 Arguing

“What proof do you have of that?”
 Involving

“What would that mean to me?”
 Clarifying

“I think you are saying…..” “So the problem ….”
 Empathy

“I can see how that must have been hard (frustrating) (tough)”
Body Language
Why Oral Presentation Skills are Important
Most information in this deck from presentation by Erik Palmer at Colorado Marketing Education Association, Vail, Sept 16, 2010
SPEAKING AND PRESENTING
THROUGH “PVLEGS”
Why is articulation
important?
 because you simply don’t want to come
across like Miss South Carolina.
 http://www.youtube.com/watch?v=lj3iNxZ8D
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Oral Presentation Skills are
important because
 Speaking is the predominant form of
communication in business
 Writing is important, but being able to speak well is crucial.
 People would rather do business with someone
who speaks well
 Zero chance of success in marketing, finance,
hospitality, business management without
speaking skills
 Knowledge alone is not power
 Communicating knowledge is power
Two Parts to the
Speech/Presentation
 Part 1: Building it.
 Part 2: Performing it.
Building your
speech/presentation
 ACOVA
 Audience
 Content
 Organization
 Visual Aids
 Appearance
Audience
 Build the speech using words, tone, visuals with
the following in mind:
 Who?
 To Whom are you presenting?
 What?
 What do they want?
 What do they need to take away from your speech?
 What is their level of understanding and knowledge?
 How much do they know already?
Content
 Include at least the minimum requirements for understanding what
you are saying


Important information
Interesting information
 Clarify and Explain
 Make connections

Provide visual and verbal cues to embed a connector
 Exclude verbal virus

Fashionable words and phrases of the moment.






Ummm
Uh
Like
Obviously
OK
You know what I’m sayin’
Organization
 Break through the barrier
 Have opening down COLD
 Grab their attention
 Tell them what you are going to say
 Tell them point 1
 Build a signpost
 Now that I have identified the target market, let
me explain how we are going to reach them
Visual Aids
 Relevant
 Accessible
 Can everyone in the room see it?
 Important
 Does it add anything? Or detract?
Appearance
 This would be about you, the speaker
 You must be credible
 Dress appropriately
 Be attentive to details
 Be well groomed
 Hair combed, out of eyes, not a distraction
 Hands and nails clean
 Don’t fidget
Performing your
speech/presentation
 PVLEGS
 Poise
 Voice
 Life
 Eye Contact
 Gestures
 Speed
Poise
 Appear calm and confident
 Avoid rocking, shuffling, fidgeting
 Avoid a permanent, nervous, smile
 Control the ONE thing you do which will
distract the audience from your speech
 Everyone has a distracter
 Some distracters simply ruin a presentation
Voice
 Pleasant to listen to?
 Not too nasal
 Not whiny
 Not yelling
 Not high pitched
 Not too soft
 Enunciate
 Do not mumble.
 Do not blur words together.
 Listeners need to hear EVERY WORD
 Avoid strange vocal patterns
 Such as a lift or tonal rise at the end of every phrase
 Implying a question or that you are not sure
Life
 Inflection
 Is there any feeling or emotion?
 Do you really believe what you are saying?
 Can we hear the excitement
 Or anger, sadness, happiness, emotion
 Did you inject life so as to avoid BORING
Eye Contact
 Look at people.
 Look them in the eye.
Gestures
 Move hands in a meaningful way
 It is ok to talk using your hands
 Does the body movement contribute to the
message?
 Did you lean in when you want to make a point?
 Ever notice what you think when someone rolls their
eyes or (worse) turns their head away while you are
talking to them?
 Facial expressions matter
Speed
 Pace
 Don’t talk too fast.
 Vary your pace.
 Speak slightly quicker, then slow down on an
important point.
 Pause for effect.
 You cannot sound like you are reading your
speech.