Interpersonal communication process, principles and skills and business presentation principles and process

1. MPUMALANGA DEPARTMENT OF LABOUR
CHARLES COTTER
29-30 SEPTEMBER 2014

2. TRAINING PROGRAMME OVERVIEW
• Defining effective interpersonal communication
• Mastering the interpersonal communication process
• Understanding and applying Non-verbal communication (NVC)
• Applying the primary communication skills
• Understanding the characteristics of interpersonal style
• Mastering the other essential skills required to optimize presentations
• Effective business presentations framework
• Practical Assessment session

3. DEFINING EFFECTIVE
COMMUNICATION
• Communication is more than merely imparting meaning – it
must also be understood.
• Fundamental definition of effective communication is
when the intended message of the sender is correctly
interpreted, understood and acted upon by the
recipient/listener.
• Communication is the lifeblood of teams. No team or
organization can exist without communication i.e. the
transference of meaning among its team members.
• It is only through transmitting meaning from one person to
another that information and ideas can be conveyed.

4. INTERPERSONAL COMMUNICATION
CYCLE/PROCESS

5. PRIMARY COMMUNICATION SKILLS

6. PRIMARY COMMUNICATION SKILLS
• Informing skills – the ability to articulate and
express ideas and thoughts (as sender)
• Listening skills – the ability to listen
attentively and actively (as receiver)
• The ability to express, read, interpret and
respond appropriately to non-verbal
communication

8. INTERPERSONAL STYLE
• Director
• Socializer
• Relater
• Thinker

9. BARRIERS TO EFFECTIVE
COMMUNICATION

10. BARRIERS TO EFFECTIVE
COMMUNICATION
• Intra-personal
• Interpersonal
• Structural
• Physical, technological and/or environmental

11. COMMUNICATION IMPROVEMENT
STRATEGIES
• Plan what you want to say and how you will say it
• Use multiple channels and mediums
• Tailor the message to the audience
• Use clear, simple and understandable language
• Empathize with others
• Remember the value of face-to-face communication
when dealing with change

12. COMMUNICATION IMPROVEMENT
STRATEGIES
• Use two-way communication
• Practice active listening
• Match your words and actions (congruency)
• Ask for feedback/questions to confirm understanding
• Use the grapevine (as a source of employee issues)
• Use feedback
• Use assertive communication

13. DEFINING NON-VERBAL
COMMUNICATION (NVC)
• Non-verbal communication is usually understood as the
process of communication through sending and receiving
wordless (mostly visual) cues between people.
• Face-to-face interaction, NVC can be classified into three
principal areas:
 Environmental conditions where communication takes
place
 Physical characteristics of the communicators
 Behaviours of communicators during interaction

14. COMPREHENSION COMPONENTS OF
NVC

15. COMPONENTS OF NVC

16. ANALYSIS OF NVC SCENARIO

17. JOHARI’S WINDOW

18. JOHARI’S WINDOW
• Designed to understand the communication process between people and
consists of varying degrees of information held in common between two
people as well as methods that can be used to increase the size of one’s
window.
• Communication will be enhanced if the Arena is increased in size by:
 Exposure of self to others
 Soliciting feedback from others
• Exposure requires an open, candid and trusting approach, while feedback
requires an active solicitation of feelings, opinions and values from
others.
• For these processes to be fully developed, reciprocity is required.

19. COVEY’S EMOTIONAL BANK
ACCOUNT

20. PRESENTATION SKILLS

21. FUNDAMENTALS OF PRESENTATIONS
• Public speaking is the process of speaking to a group of people in a
structured, deliberate manner intended to:
 Inform
 Influence and/or
 Entertain the listeners
• In public speaking, as in any form of communication, there are five
basic elements, often expressed as "who is saying what to whom
using what medium with what effects?"
• The purpose of public speaking can range from simply transmitting
information, to motivating people to act, to simply telling a story.
Good orators should be able to change the emotions of their
listeners, not just inform them.

22. ARISTOTLE’S RHETORICAL TRIANGLE

23. CHARACTERISTICS OF A GOOD
PRESENTER
• Good eye contact
• Confident manner
• Interesting voice
• Appropriate pace
• Knowledge
• Enthusiasm
• Imagination

24. SECRETS OF A GOOD PRESENTATION
• Clear objectives
• Logical structure
• Visuals (as required)
• Thorough and proper preparation
• Correct pitch
• Opportunity for questions

25. PRESENTATION ICEBERG
• PUT IT ACROSS (PIA) – Delivery
• PUT IT TOGETHER (PIT) – Planning and
Preparation

26. PRESENTATION FRAMEWORK
• Planning and preparation
• Audience analysis
• Self Management (dealing with your nerves and building
confidence)
• Materials, Visual Aids and Technology
• Rehearsal
• Impact, Impression and Influence
• Delivery

27. PLANNING AND PREPARATION
• Brainstorm/generate main/key and sub ideas
• Define the purpose and objectives
• Conduct research and tap into expertise/intellectual capital
• Spell out the advantages to the audience
• Plan and structure the content
• Develop a powerful and captivating introduction
• Develop a conclusion (call to action)

28. AUDIENCE ANALYSIS
• Analysis (Who are they? How many will be there?)
• Understanding (What is their knowledge of the subject?)
• Demographics (What is their age, sex, educational background?)
• Interest (Why are they there? Who asked them to be there?)
• Environment (Where will I stand - can they all see and hear me?)
• Needs (What are their needs? What are your needs as a speaker?)
• Customized (What specific needs do you need to address?)
• Expectations (What do they expect to learn or hear from you?)

29. SELF MANAGEMENT
• Total preparation – physically, mentally, emotionally and psychologically.
• The ability to get those “butterflies to fly in formation” is at the heart of
dealing effectively with this nervous tension and stress.
• Having peace of mind – you know your material, know/analyzed your
audience and your preparation is meticulous
• Personal appearance is also important – “if you look good – you feel
good.”
• Self-confidence
• Remain focused and maintain high levels of concentration and manage
your emotions and gestures.
• Repeat positive affirmations

30. MATERIALS, VISUAL AIDS AND
TECHNOLOGY
• Ensure that your materials are relevant, appropriate,
suitably pitched, support the achievement of objectives
and value adding to the audience.
• They should be a quality product – provide accurate
information and free of errors. Pay attention to the finer
points - “Sweat the detail”
• Design materials to help people listen – organize, illustrate
and repeat.
• Critical success factors (with visuals)
• Ways of adding variety

31. REHEARSAL
• It is vital to practice, practise and practice (some more) – in front of the
mirror, for a spouse/colleague – to ensure successful delivery of your
presentation.
• Saying the words out aloud helps you to hear and pick up on any flaws,
which can be rectified. It also enables you to work out and ascertain the
following important aspects of your presentation:
 Pacing/tempo
 Timing/duration
 Coherence
 Logical structuring
 Sequencing (of your thoughts and ideas)

32. POWERPOINT SLIDES
• Avoid “Death by PowerPoint.”
• Receive training in the use of Powerpoint – it is a specialized, computer skill
• Use one slide per main point
• Don’t clutter the slides with too much information (use bullet points only)
• Practice (as part of your rehearsal) the transition between the slides
• NB: Remember visual aids are for the benefit of your audience, and not for your
convenience to read information from word-for-word
• NB: Forget High-tech, media centred presentations - rather focus on a HIGH
TOUCH presentation. Your interaction, rapport, “chemistry”, engagement and
connection with the audience will differentiate an average from a memorable
presentation.

34. ASSIMILATION/LEARNING STYLES
• Visual (40%)
• Auditory (20%)
• Kinaesthetic (40%)

36. A-I-D-A

37. STARTING THE PRESENTATION (WITH A
BANG)
• Get people's attention (refer to AIDA)
• Welcome them
• Introduce yourself
• State the purpose of your presentation
• State how you want to deal with questions
• Try to find a friendly face in audience (to relax your nerves)
• High impact (captivating and/or startling), good impression
(credibility) and try to win over (persuade) the audience

39. BUILDING CREDIBILITY
• “Credibility = Integrity + Expertise.” Sender credibility
refers to the attitude that the receiver has toward the
perceived trustworthiness of the sender’s statements.
Sender credibility has several dimensions:
Reliability of the sender as an information source, in terms
of dependability, predictability and consistency
Sender’s motives
Expression of warmth and friendliness
The majority viewpoint of the audience, in respect of the
sender’s trustworthiness
The sender’s expertise on the topic under discussion
The dynamism of the sender, the assertive and empathic
sender is regarded as more credible as a passive sender

40. DELIVERY OF THE PRESENTATION
• Structure:
Tell the audience what you are going to tell them
 Tell the audience
 Tell the audience what you told them
• Mastery of non-verbal communication:
Voice
Gestures
Eye Contact

41. PROPER VISUAL TECHNIQUE
• Ensure proper and effective technique during the
utilisation of visual aids and equipment.
• Learn to direct the audience’s focus where you want it.
• When you use visual aids, the audiences’ focus is
divided. To ‘win them back” you need to redirect
focus. This is usually done by closing down the visuals
and/or taking a step or two towards the audience.
• Seamless, well-coordinated and efficient transitioning
between visual cues/slides

42. QUESTION RESPONSE AND HANDLING
• Anticipate and prepare responses to typical questions
• Demonstrate active and attentive listening skills
• When you get a question, comment on it first. This will give
you time to think.
• Refer to question response and handling technique guidelines

43. PRESENTATION SKILLS ASSESSMENT
CRITERIA
• INTRODUCTION
• SELF MANAGEMENT
• AUDIENCE
• MAIN/KEY POINTS
• PRESENTATION and COMMUNICATION SKILLS
• NON VERBAL COMMUNICATION
• VISUAL AIDS/MEDIA and TECHNOLOGY
• CONCLUSION
• OBJECTIVES and PURPOSE
• QUESTIONS

44. CONCLUSION
• Key points
• Summary
• Questions

45. CONTACT DETAILS
• Charles Cotter
• (+27) 84 562 9446
• charlescot@polka.co.za
• LinkedIn
• Twitter: Charles_Cotter