This is a paper delivered to NDDC on Office managemnt

1. 1
NNIIGGEERR DDEELLTTAA DDEEVVEELLOOPPMMEENNTT
CCOOMMMMIISSSSIIOONN
((NNDDDDCC))
“LEVERAGING ON REGULATORY COMPLIANCES AND
INTERNATIONAL BEST PRACTICES FOR ENCHANCED
PERFORMANCES/PRODUCTIVITY IN NDDC”
THE ROLE OOFF EEFFFFEECCTTIIVVEE CCOOMMMMUUNNIICCAATTIIOONN
SSKKIILLLL IINN OORRGGAANNIISSAATTIIOONNAALL PPEERRFFOORRMMAANNCCEE,,
GGEENNEERRAALL OOFFFFIICCEE PPRRAACCTTIICCEE AANNDD DDEECCOORRUUMM
PPRREESSEENNTTEEDD
BBYY
FFRRAANNCCIISS KKUUDDAAYYAAHH

2. LLeeaarrnniinngg OObbjjeeccttiivveess 2
•Explain the essential role of effective communication in
organizational productivity.
•Examine critical communication skills for improved
organisational performance.
•Describe intra and inter organisational communication
flow.
•Explain how to interpret directives and effective
responses to official memos.
•Examine interpersonal relationship and the role of
emotional intelligence in the workplace

3. 3
CCOOMMMMUUNNIICCAATTIIOONN :: HHooww GGoooodd ??
Interpret the Picture

4. 4
Communication: DDiidd yyoouu kknnooww??
 If you tell 100 people something without
repetition:
 After 24 hours, 25 percent have forgotten it
 After 48 hours, 50 percent have forgotten it
 After 72 hours, 75 percent have forgotten it
 After one week, 96 percent have forgotten it

5. 5
Communication: DDiidd yyoouu kknnooww??
 People remember:
 10 percent of what they read
 20 percent of what they hear
 30 percent of what they see
 50 percent of what they see and hear
 80 percent of what they say
 90 percent of what they say and do

6. 6
CCoommmmuunniiccaattiioonn:: WWhhyy??
The purpose of communication is to get your
message across to others. This is a process that
involves both the sender of the message and
the receiver. This process leaves room for error,
with messages often misinterpreted by one or
more of the parties involved. This causes
unnecessary confusion and counter
productivity.
In fact, a message is successful only when both
the sender and the receiver perceive it in the
same way.

7. 7
Understanding CCoommmmuunniiccaattiioonn
 Communication is not just speaking it is an art of good
speaking and good listening as well.
 Communication is not one way but it is always a two way
process. The sender and the receiver.
 Communication is has not taken place until both the sender
and the receiver understand each other.

8. 8
CCoommmmuunniiccaattiioonn NNeettwwoorrkkss
Inter-organizational communication
Inter-organizational communication (IOC) emphasizes
relationships organizations have with external constituents as
opposed to relationships that occur internally. This is strictly
a formal communication and usually among high ranking
officer or their delegates. Between the organisation and
people outside. e.g. Letter
Intra-organizational communication
Communication within the different constituents of an
organization. It’s the compounded interpersonal
communication process across an organization. With people
inside the organisation.
e.g. Notice Board.

9. 9
Methods of communication
11.. OOrraall//VVeerrbbaall
22.. WWrriitttteenn
33.. VViissuuaall

10. 10
11.. OOrraall//VVeerrbbaall:: Sending a verbal message.
Internal Eg.Intercom, face-to-face meeting.
External E.g. Radio, telephone.
Advantages Disadvantages
Quick No record
Instant Feedback May be hard to
remember
22.. WWrriitttteenn:: Some record is kept.
Internal E.g. Notice Board, Memo
External E.g. Letter, e-mail, fax
Advantages Disadvantages
Record kept No instant feedback
Don’t have to
remember everything.
May not be confidential
e.g. Fax

11. 11
Organisational CCoommmmuunniiccaattiioonn
Organizational communication – Learning to communicate
effectively inside an organisation or business is an
important factor in its success. By having a better
understanding one another members of an organization
can create a better and more productive environment.
Communication flows in an organization are:
• Downwards
• Upwards
• Lateral/Horizontal

12. 12
Types of Organisational CCoommmmuunniiccaattiioonn
Downwards Communication:
Highly Directive, from Senior to subordinates,
to assign duties, give instructions, to inform to offer feed back, approval to
highlight problems etc.
Upwards Communications:
It is non directive in nature from down below, to give feedback, to inform about
progress/problems, seeking approvals. It is suggestive in nature
Lateral or Horizontal Communication:
Among colleagues, peers at same level for information level for information
sharing for coordination, to save time. It is informative in nature

13. 13
OOffffiicciiaall CCoorrrreessppoonnddeenncceess
DDiirreeccttiivveess::
Corporate directives are specific communications (written or
oral) which initiate actions, conduct or procedures in an
organization. Essentially, a directive is a statement which
indicates the mandatory features of a policy.
A directive should be absolutely clear, leaving no doubt
whatsoever about what is required in all circumstances.
Example: "When in our offices, all staff members are required
to wear their security badges around their necks, in a fully
visible fashion, at all times. This applies at all times; both
regular working hours and after hours“.
Generally speaking, when a directive is issued it should allow
for no exceptions. In the rare cases where exceptions may be
required, they should be clearly spelled out in the directive
statement.

14. 14
OOffffiicciiaall CCoorrrreessppoonnddeennccee
OOffffiiccee MMeemmoorraanndduumm::
A memo, short for the word memorandum, comes from the
Latin word memorandus, which means, "to be remembered."
It is a compact written message designed to help someone
remember something. Business memos are an internal form of
communication and it is standard practice to save them. Their
objective is to deliver information or instructions .
Informational Memos: Besides the actual information, the
scope of this provide a reason for why the information
contained is relevant to the reader.
Instructional Memos: . It will both call for and expect an action
to be taken. The scope of a memo must include enough
information for the reader to understand exactly what the
instructions are, who issued them, and when, where and why
they are to be acted upon.

15. 15
Effective Response to Organisational Directives and Memos
An organisational directives
seeks to establish the thinking of
management in line with
organisational objectives. The
emphatic nature of directives
makes compliance vital.
A memo from an individual
to another within an
organisation usually
requires a response with
timelines. Memo could
come as an email.

16. 16
REPORT WRITING ESSENTIALS
A report could be described as a formal statement of the results
of an investigation or research, or of any matter on which
definite information is required . Reports may be presented
orally or in written form. In a report, situations are analysed,
conclusions drawn, alternatives considered and
recommendations made. It is a more structured document,
which conveys information that has been extracted by the
research or investigation conducted thereby making
recommendations or offering conclusions to the reader whom
requires it for a specific purpose.

17. 17
PURPOSE OF REPORTS
To Share Information
For Decision Making
 To present useful information for decision making.
 To provide answers to issues/problems raised.
 To present results/findings of a research that was
conducted .
 To identify trouble areas in operation and be able to
plan ahead.

18. 18
THE MAJOR TYPES OF REPORTS
Informal Reports (Personal Reports, Email reports)
Formal Reports (Business report)
Informational Reports (Directives, New policies)
Routine Reports (Inventory Report, Sales Report
Weekly, and Monthly etc.)
Statutory Reports (Regulatory reports)
Analytical Reports and (Sales /Financial Forecast)
Administrative Reports (Meetings etc.)

19. 19
CHARACTERISTICS OF REPORT………..The four C’s…
Clear: Is the purpose of the report clear? Have you
considered the needs/characteristics of the reader(s)?
Are headings/numbering clear? Is the report written
using plain and simple English?
Concise: Is the report arranged in a logical manner, and
easy to follow? Is the report written using plain and
simple English? Can unnecessary words be deleted? Is
the report the correct length?
Complete: Does the report cover all the key points? Are
key points supported by evidence?
Correct: Is the information included accurate and
relevant to the purpose? The grammar, punctuation and
spelling correct? Have figures and tables been used, and
cited, appropriately?

20. 20
DISTINCTION BETWEEN ESSAY AND REPORTS
REPORT ESSAY
To investigate, present and
analyze information
thoroughly and logically
Is to articulate a well argued
response
to the question or
proposition
Recommends action to solve
a problem or make
proposals
Establishes a proposition
Comprises sections with
headings
Usually does not include
sections
Has to be objective Can be subjective, but needs
the impersonality suited to
academic study.

21. 21
The Structure of a Formal report
Title page: Your readers' first impression of the report. This
should briefly but explicitly describe the purpose of the report
(if this is not obvious from the title of the work).
Introduction: The introduction sets the scene for the main
body of the report. This paragraph should state clearly the
instructions or circumstances that call for the report i.e. the
term of reference.
Content/Body: The main body of the report is where you
discuss your material. The facts and evidence you have
gathered should be analyzed and discussed with specific
reference to the problem or issue.

22. 22
The Structure of a Formal report Cont’d
Observation: What you picked out from the issue that could
have triggered the occurrence of the incidence. Identifying the
problems, causes and symptoms.
Conclusion: In the conclusion you should show the overall
significance of what has been covered. You may want to
remind the reader of the most important points that have been
made in the report or highlight what you consider to be the
most central issues or findings.
Recommendation: Writer opinion about the subject matter
from your point of view and analysis. Discuss the key findings
and make recommendation.

23. 23
The Report Writer
A well written report will demonstrate your ability to:
Understand the purpose of the report brief and adhere to
its specifications;
Gather, evaluate and analyses relevant information;
Structure material in a logical and coherent order,
Present your report in a consistent manner according to
the instructions of the report brief;
Make appropriate conclusions that are supported by the
evidence and analysis of the report;
Make thoughtful and practical recommendations where
required.

24. 24
5 Steps to Report Writing
1. Define the problem
2. Gather the necessary information
3. Analyze the information
4. Organize the information
5. Write the report

25. 25 Interpersonal Relationship At Work
People do not work alone. In order to be successful in whatever
field you enter you must be able to positively influence the
people around you in order to gain cooperation, respect and
support.
If you develop good interpersonal rreellaattiioonnsshhiippss wwiitthh yyoouurr
ccoowwoorrkkeerrss,, yyoouu’’llll eennjjooyy yyoouurr ttiimmee aatt wwoorrkk mmoorree.. BByy sshhoowwiinngg aa
wwiilllliinnggnneessss ttoo ccooooppeerraattee,, yyoouu’’llll rreecceeiivvee ccooooppeerraattiioonn iinn rreettuurrnn..
IImmppoorrttaanntt PPeerrssoonnaall TTrraaiittss
TThhee ffoolllloowwiinngg ttrraaiittss aarree iimmppoorrttaanntt iinn tthhee wwoorrkkppllaaccee::
RReessppoonnssiibbiilliittyy,, iinncclluuddiinngg ddeeppeennddaabbiilliittyy aanndd ppoossiittiivvee mmoottiivvaattiioonn;;
SSeellff--eesstteeeemm,, iinncclluuddiinngg ccoonnffiiddeennccee;;
SSoocciiaabbiilliittyy,, iinncclluuddiinngg ffrriieennddlliinneessss,, eenntthhuussiiaassmm,, aaddaappttaabbiilliittyy,, aanndd rreessppeecctt ffoorr
ootthheerrss;;
IInntteeggrriittyy//hhoonneessttyy,, iinncclluuddiinngg llooyyaallttyy aanndd ttrruussttwwoorrtthhiinneessss;; aanndd
SSeellff--mmaannaaggeemmeenntt,, iinncclluuddiinngg sseellff--ccoonnttrrooll aanndd ttaacctt..

26. 26
Why do we build relationships with one
person over another?
•Proximity- Share Office space
•Similarity- Does similar work
•Complementary = opposites attract
•Social Exchange (rewards-costs=outcome)
•Appearance- Belongings
•Competence
•Prefer talented but flawed
•Exception: Hi or low self-esteem person wants perfect person
•Reciprocal attraction
•Other person likes you

27. 27
Important Tips on Interpersonal Relationship at work
1. Remember His name and Related Information:
Remember name correctly and mention it in the conversation, try to
remember other important or relevant information about people such
as birthdays, favorite food etc.
2. Look at the Good side and Give empathy:
Look at the good side and strength he has; do not look at his weaknesses and
shortcomings Inculcate sympathy and empathy; try to understand his
situation; do not quickly put a blame on him; do not quickly make a
conclusion about him and give forgiveness on small things
Investigate first on what’s happened. Do not conclude too fast
Give open arms and put no ill intention toward him.
3. Look at the Good side and Give empathy:
Think win-win. Be fair to all parties.
Never ever suppress other people
Never try to take advantage, especially from the weaker party.

28. 28
Important Tips on Interpersonal Relationship at work
4. Do not keep hidden agenda or try to take advantage
•Do not keep the “prawn besides the stone” (hidden agenda) when
dealing with him; this way you will lose trust from him
•Do not take advantage on his weaknesses or his negligence or his
sincerity
5. Do not ‘kill’ his life and do fitnah
•Never ever ‘kill’ one’s life, dignity or his existence by spreading
fitnah
•Stay away from fitnah or plough the seed of hatred or ill-intention
toward a person.
6. . GIVE INSPIRATION, EXPECT THE BEST
Give inspiration, give trust, give hope
Give motivation to be the best, to give their best
Must expect the best from them
Be patient with their shortcomings and find ways so that they can
improve themselves – through coaching, training or third party’s roles

29. 29
EEMMOOTTIIOONNAALL IINNTTEELLLLIIGGEENNCCEE
“As the pace of change increases and the world of work makes
ever greater demands on a person’s cognitive, emotional, and
physical resources, this particular set of abilities will become
increasingly important.”
Emotional intelligence, alternatively known as EI or EQ, reflects
an individual’s ability to deal with daily environmental
challenges and helps predict success in life, both in professional
and personal pursuits. EI competencies include empathy,
intuition, creativity, flexibility, resilience, stress management,
leadership, integrity, happiness and optimism, as well as
intrapersonal and interpersonal communication skills.

30. 30
The Role of Emotional Intelligence in
OAr ggraonwiiznagt bioondys of research demonstrates that emotional
intelligence is a better predictor of “success” than traditional
measures of cognitive intelligence (IQ). The workplace is an
ideal environment for people to develop their social and
emotional skills, as individuals are motivated to develop those
capabilities in pursuit of success and promotion. The concept is
equally important to employers, as their bottom-line
productivity rests on the emotional intelligence of the whole
organization. When executives and employees work to improve
capabilities in areas in which they are weakest, it benefits the
entire organization, improving communication and increasing
productivity.

31. 31
The EQ-i creates a profile of an individual’s emotional
intelligence, showing both areas of strength and weakness.
Individuals can use this information to develop areas in need of
improvement. Organizations can use these profiles to show
whether a potential hire would make a good addition to the
team or expose traits in existing employees in need of
enhancement through training or incentive programs. An
action plan can be developed once an individual or
organization has this information, supporting growth in desired
areas.

32. 32
EEMMOOTTIIOONNAALL IINNTTEELLLLIIGGEENNCCEE
•Critical
•Condescending
•Inhibited
•Uncomfortable
with sensuality
•Emotionally
bland
HHiigghh EEmmoottiioonnaall IIQQ
• Poised
• Outgoing
• Committed
to people
and causes
• Sympathetic
and caring
• Comfortable
with
themselves

33. 33
Emotional intelligence is the source
of such competencies as influence,
initiative and achievement drive,
which we generically refer to as job
performance. Ultimately, these
social and emotional competencies
are the conditions that define a
productive and psychologically
comfortable place of work.

34. 34
Self awareness
Social Skills
Motivating/Passion
Empathy
Self-Regulation/Management

35. 35
• Develop Your Emotional Self-Awareness
Get used to thinking of your emotions as carrying a message -
either about something that's happening now, or something
that happened in the past that you have not yet fully resolved.
Whenever you feel an emotion you're not comfortable with,
you can ask yourself "what is this feeling trying to tell me?“
•Take Responsibility for Your Actions and Feelings
It's important that you accept the emotions you're feeling as
yours. Often we can regard certain feelings as unacceptable
and refuse to acknowledge them. This will lead to trouble as
we still continue to act from our emotions even if we deny
them to ourselves. Sometimes we even project them on to
other people, so that someone who is in denial about their
own anger may encounter a lot of 'angry' people.

36. 36
Put Yourself In The Other Person's Shoes
Any time that you're dealing with another person - on a date, in a
job interview, in a dispute, selling to them, working with them, or
just hanging out - things will go more smoothly if from time to
time you put yourself in their shoes and ask yourself, "What's
going on for this person right now? What's important to them?
What do they want from this interchange? What might they be
feeling?“
Remember - You Are Not Your Emotions
There are no "bad" emotions. Whatever you feel is giving you
valuable information: either about the situation that you're in, or
about some event that's happened in the past that you need to
learn from and move on.

37. 37
CONCLUSION
As we have shown, communication skills are
important if we are to build meaningful relationships
within and outside our organisations. It is one skill
which not only helps us in becoming successful in our
professional life but also helps us in our personal life,
in dealing with people, understanding them, solving
problems..as communication is not only speaking...but
learning to listen as well.
““Everything has bbeeeenn ssaaiidd bbeeffoorree,, bbuutt ssiinnccee nnoobbooddyy
lliisstteennss wwee hhaavvee ttoo kkeeeepp ggooiinngg bbaacckk aanndd bbeeggiinnnniinngg aallll
oovveerr aaggaaiinn””.. AAnnddrréé GGiiddee