1 1 We Complete Your Success COMMUNICATING EFFECTIVELY

2 2 We Complete Your Success Exit Rules

3 3 We Complete Your Success Learning methods

4 4 We Complete Your Success Identify elements of communication process and factors influencing it. Identify forms of communication. Describe channels of communication at work. Show ability to give job instruction. Display ability to give and receive feedbacks. Show ability to deliver effective presentations by using verbal and non verbal language. Show ability to participate and conduct meetings effectively. Objectives

5 5 We Complete Your Success Session 1: The nature of communication Session 2: Job instructions and feedbacks Session 3: Delivery of effective presentations Session 4: Conducting effective meetings Content

6 6 We Complete Your Success Session 1 Nature of communication

7 7 We Complete Your Success Session 1: objectives  Identifying the elements of communication process.  Explaining factors influencing the communication process.  Defining forms of communication at work.  Pointing out the communication channels at work.

8 8 We Complete Your Success The communication process What is communication?

9 9 We Complete Your Success Sender Feedback Receiver Message Encode Decode Encode Decode Noise The communication process

10 10 We Complete Your Success Factors influencing communication

11 11 We Complete Your Success Factors influencing communication

12 12 We Complete Your Success Factors influencing communication

13 13 We Complete Your Success Forms of communication

14 14 We Complete Your Success Forms of communication

15 15 We Complete Your Success Forms of communication

16 16 We Complete Your Success A intimate distance:from skin contact to 45 cm A personal distance:within the length of an arm A social distance: between 120cm and 3m A public distance: over 3 m Edward T Hall Distance in communication

17 17 We Complete Your Success Communication channels

18 18 We Complete Your Success Session 2 Job instruction and Feedback

19 19 We Complete Your Success Session 2: objectives Show ability to give instructions effectively. Conduct steps of giving and taking feedbacks.

20 20 We Complete Your Success Two forms of job instructions Direct instruction: state clearly what, who, when, where, and how. Conditional instruction: give expected results and relevant information, then the person assigned a task will make decision how the task is proceeded. Forms of job instruction

21 21 We Complete Your Success State specific objective. Use imperative sentences and body language. To insure understanding, ask staff open ended questions, or have staff repeat instructions. Give demonstration if the task involves the use of machine or equipment. Encourage staff to ask questions for clarification. Set appropriate time. Make a follow up plan. Give feedbacks. Giving job instructions

22 22 We Complete Your Success Feedback is the response of the receiver to the message of the sender or the opinion of a manager on the performance of his/her staff. Forms of feedback. - Positive feedback praises what has been done well. - Negative feedback points out the deviation and suggests correcting actions. Feedback

23 23 We Complete Your Success Remind receiver of the his/her objectives. Describe the problem or behaviour clearly and specifically. Describe the positive consequences then the negative consequences. Set a plan for change or discuss solution. Confirm what was agreed upon. Steps in giving feedback

24 24 We Complete Your Success 1. 1.Specify the wrong behavior and its consequence. 2. 2.Do not generalize. 3. 3.Mention your feelings towards that behaviour. 4. 4.Focus on behaviour not on reasons. 5. 5.Should be immediate not delayed. 6. 6.Should be balanced not only negative. 7. 7.Criticize in private praise in public. 8. 8.Avoid loosing control on your emotions. 9. 9.Mention only one or two issues at a time. 10. 10. Avoid threats. Rules in giving negative feedback

25 25 We Complete Your Success Listen attentively. Ask questions for clarification. Acknowledge the mistakes or the weakness in the performance. Share in setting the corrective plan. Set deadline for correction. Express your thanks and gratitude. Receiving negative feedback

26 26 We Complete Your Success End of Day 1

27 27 We Complete Your Success Communicating Effectively Day 2

28 28 We Complete Your Success Review of Day 1

29 29 We Complete Your Success Session 3 Delivering effective presentations

30 30 We Complete Your Success Display the ability to make an effective presentation by using verbal and non-verbal language. Session 3: objectives

31 31 We Complete Your Success Say what you are going to tell Say what you are telling Say what you have told Structure of a presentation

32 32 We Complete Your Success Structure of a presentation IntroductionVery important – briefing what will be said. BodyMain idea 1 – supporting ideas 1.1, 1.2, 1.3 Connection Main idea 2 – supporting ideas 2.1, 2.2, 2.3 Connection Main idea 3 – supporting ideas 3.1, 3.2, 3.3 ConclusionVery important – summing up what was said emphasizing introduced ideas.

33 33 We Complete Your Success Preparing effective presentations 1.Establish the objective of the presentation. 2.Know and understand your audience. 3.Decide on the contents. 4.Create a structure. 5.Prepare visual aids and notes. 6.Rehearse. 7.Apply the rules of successful communication when presenting. 8.Seek audience’s feedback and answer questions.

34 34 We Complete Your Success Use proper language. Use proper non-verbal languages to emphasize your points. Do not distract your audience and draw their attention away from your message. Add stories, anecdotes, testimonials, comparison, and demonstrations to keep your audience interest. Rules of successful presentation

35 35 We Complete Your Success Use of visual aids

36 36 We Complete Your Success Handling questions Anticipate questions. Listen carefully then summarize or repeat the question. Be calm. Answer briefly. Answer privately if a question may lead to unnecessary arguments. Be honest, if answer not known state that you will check matter and come back with answer.

37 37 We Complete Your Success Session 4 Conducting effective meetings

38 38 We Complete Your Success Show ability to conduct and participate in meetings. Session 4: objectives

39 39 We Complete Your Success Why hold meetings? Provide information. A manager calls for a meeting to announce a plan, new policies etc. Obtain information. Representatives from each department present reports on the progress of their work. Exchange information. Sales agents from different locations get together in a meeting to share their experiences. Solve a problem.

40 40 We Complete Your Success Hold a meeting if you need to: Solve a conflict. Obtain a group decision. Define or solving a problem. Need to obtain or give information about important or sensitive issues. Get support for a project or an idea. Find new ideas. Inform about work progress. Introduce a product or a system. No meeting if: There is no specific objective. No need for a group decision. There is a better way to achieve the same results. There is no benefit from meeting. An important persons is absent. The cost is higher than the benefit gained from the meeting. Meeting or no meeting?

41 41 We Complete Your Success What is an effective meeting? Well Prepared - Why do I need to call for a meeting (the objective)? - Who should attend it (To achieve the objective)? - When is the best time? - What is the best location? - What information is needed? Well Organized Well Conducted

42 42 We Complete Your Success Chairman Remaining are Participants Minutes taker Meeting attendees

43 43 We Complete Your Success Roles of attendees Chairperson Controls and directs the meeting to ensure the achievement of its objectives. He/she will do the following. Ensure that the meeting takes place according to plan. Keeps the discussion on target and ensures that the all the items on the agenda are covered. Give opportunity to participants with useful ideas to contribute. Anticipate disagreements or conflicts during the meeting. Use the necessary skills to solve problems and make decisions effectively.

44 44 We Complete Your Success Roles of attendees The minutes taker Records ideas, decisions or actions passed during the meeting. He/she needs to do the following. Write names of present attendees. Write what goes on honestly and accurately without including his/her ideas or feelings. Write names of those who are assigned tasks and deadlines, if any. Send copies of the minutes to all participants as soon as possible.

45 45 We Complete Your Success Role of participants generally Good preparation. Listening attentively. Contributing ideas. Roles of attendees

46 46 We Complete Your Success Open discussion Briefly discuss the skills required to chair a meeting.

47 47 We Complete Your Success Tools commonly used in chairing meetings Brainstorming Six thinking hats Mind maps Chairing a meeting

48 48 We Complete Your Success Brainstorming Rules Encourage participants to participate with as many ideas as possible. The quantity of ideas is more important than their quality. Do not worry about ideas being right or wrong. Do not assess or judge any idea. Develop new ideas based on the mentioned ones. Brainstorming session should be short.

49 49 We Complete Your Success Control procedure Blue hat Abilities, improvements Green hat Benefits, possibilities Yellow hat Difficulties, mistakes Black Hat feelings Red Hat Information, dataWhite Hat Edward De Bono The six thinking hats

50 50 We Complete Your Success A diagram used to represent ideas linked to and arranged around a central key word or ideadiagramideas It is used to generate, visualize, structure and classify ideas, and as an aid in study, organization, problem solving, and decision making.generatevisualizestructureclassifystudyorganizationproblem solvingdecision making It also helps you: –summarizing information; –consolidating information from different research sources; –thinking through complex problems; –present information that shows the overall structure of your subject; –review and refresh information quickly. Mind maps

51 51 We Complete Your Success Main Topic Subtopic L1 Subtopic L2 Subtopic L3 Drawing a mind map

52 52 We Complete Your Success Review, Questions and Answers

53 53 We Complete Your Success Contact details SME MANAGEMENT SOLUTONS, IFC, World Bank Group, 1 st Floor Maersk House, 121 Louis Solomon Close, off Ahmadu Bello Way, Victoria Island, Lagos, Nigeria. www.ifc.org Tel: +234 1 2799 400 Fax: +234 1 2793618-19