Chapter 5: Business Communication
When are in-person presentations an appropriate communication channel?
-When you need to reach a large audience with an important message - When you want to experience the immediate response of your audience
In order to deliver a strong opening during a verbal presentation, you should:
-state an interesting statistic - seek audience involvement - use a story or anecdote - use a relevant simile or metaphor -ask engaging questions
What are the five things you need in order to deliver a successful verbal presentation?
1) opening- gain audience attention 2) body- use clear, explicit structure 3) closing- summarize key points 4) questions- anticipate and be prepared 5) visual aids
How should you handle nervousness?
- Adopt a positive attitude - Stay calm and relaxed - Drink water to loosen throat muscles and for a shaking voice - Focus on audience's needs - Connect with a few members of the audience
How to "Pick the Right Words"
- Analyze the audience - Be concise - Avoid using slang or bing bias
What should you consider when analyzing your audience?
- Expectations - Education - Profession
Key elements of nonverbal communication
- Eye contact - Tone of voice - Facial expressions - Gestures and posture
When content is uncontroversial, what communication channels can be used?
- Memos/reports - email - texting - voicemail
What are tips for dynamic delivery?
- PRACTICE - Know material, but don't have it memorized word-for-word - Look directly at audience at least 50% of the time - Vary voice, facial expressions and body language - Stick to allowed time - Slow down and listen to yourself - Don't apologize (unless you actually did something wrong) - Use natural gestures
What are major communication barriers?
- Physical, language and body language barriers - Cultural, perceptual and organizational barriers
How should you handle hostility during a presentation?
- Stay calm and professional - Allow time for any hostility to diffuse before answering - Agree to disagree - Refrain from seeking approval for your response- Using body language to convey that the convo has ended
What is business communication important?
- Success in business depends on one's ability to influence people - Great communication skills dramatically boost one's chances for success
What are things to remember when creating visual aids for a verbal presentation?
- Use pictures and graphics whenever possible - Keep it brief - Offer examples, analysis, and interpretation - Keep animation to a minimum - Keep audience's attention focused on you and not the slides
When it same message is directed to a number of people, what communication channel should be used?
- memos/reports - email
When a quick response is required, what channel can be used?
- texting - telephone convo
Intercultural Communication
Communication among people with differing cultural backgrounds
Noise (in regards to communication skills)
Interference causing the message sent to be different from the message understood by the audience
Bias
Preconception about members of a particular group - Gender, race, age, ethnicity or nationality
During a verbal presentation, what should you anticipate and prepare for?
Questions at the end of the presentation
Active voice
Sentence construction in which subject performs the action expressed by the verb
Passive voice
Sentence construction in which the subject is acted upon
What is the purpose of the opening statement during a verbal presentation?
To gain the audience's attention
What is the goal of nonverbal communication?
To reinforce the meaning of one's message
What is active listening?
When the listener focuses their complete attention on the speaker
When should telephone conversations be used as a communication channel?
When: - a quick response is required - content is personal or controversial - spontaneous, dynamic dialogue with the recipient is required
When should email be used as a communication channel?
When: - content is uncontroversial - same message is directed to a number of people
when should memos and reports be used as a communication channel?
When: - content is uncontroversial - same message is directed to a number of people - communication detailed information
When should texting be used as a communication channel?
When: - content is uncontroversial - quick response required regarding relatively simple issues
When should face-to-face meeting be used as a communication channel?
When: - the message is personal, emotional, complex, or high-priority - when you need to receive instant feedback
When should videoconferencing be used as a communication channel?
When: - you need to reach multiple people with complex or high-priority content spontaneous, dynamic dialogue with the audience (that can't be reached in person) is required
When should voice mail be used as a communication channel?
When: - content is uncontroversial - a record of the message isn't required
Dynamic delivery
vibrant, compelling style that grabs and holds the attention of the audience