Chapter3 Communication Skills

Managerial Style	Closings
Tell	List your three to five major points. (You may feel as though you're being repetitive but this kind of reinforcement is extremely effective for explaining instructing). Refer to the rhetorical question, promise image, or story you used in your opening.
Sell	Call for action based on what you have presented; make the what next? Refer to the benefits your audience will receive from following the advice in your presentation.
Consult /join	List the main points you have come with as a group; make sure you reach consensus; make sure your audience see the results of the time they spent.

Managerial style:

		Tell	Sell	Consult / Join
	Opening	Gmb audience's attention
Presentation structure	Preview	State your main points	Establish need for change; outline general structure	Establish main discussion area
Presentation structure	Body	Provide information	Explain how you will satisfy needs	First, discuss ideas uncritically, 5 second, debate and argue ideas.
		Use explicit transitions and internal summaries
	Conclusion	Restate main points or tie to opening	Appeal for audience action	Reach group consensus and recommendations
Desired result		Audience learns	Audience acts	Speaker and audience learn

A Guideline for Verbal Skills Used By Presenter

Inflection
Do speak:	• With expressiveness and enthusiasm in your voice.
Do not speak:	• In a boring monotone.
Qualify
Do speak: Do not speak:	• In a warm, pleasant tone. • In a distracting tone, for example, too nasal too high, too rough, or too whiny.
Volume
Do speak: Do not speak:	• Audibly • Too quietly aware of this pitfall especially (1) you are using visual aids, (2) you are woman. Or (3) your volume tends to drop tow the ends of your sentences.
Speed
Do speak: Do not speak:	• At the correct speed: slowly enough so you can be understood, quickly enough to maintain energy: • Varying your rate to avoid droning; • With effective pauses, such as, before or after key term, separating items in a series, indicating a major break in your thought • Too slowly (which may bore your listeners) too quickly (which may lose them), • At a completely consistent speed, droning with no variation or pauses.
Enunciation
Do enunciate Do not	• Clearly • Mumble (which may be associated with talk, too quietly); • Use run-on words (which may be caused with talking too quickly); • Drop final consonants, such as "thousand" "ju" and "goin".

A Guideline for Non Verbal Skills Used By Presenter

Full body movement

Do more deliberately

Do not move randomly

• To change mood or pace;

• To draw attention to and from your visual aid;

• To reinforce an idea (such as, make a transition by stepping to the side or emphasize important point by leaning forward).

• Nervously;

• Continually, such as constant pacing or swaying

Hand and arm gestures

Do gesture:

Do not move

• Naturally, as you would in conversation;

• To reinforce your content (such as describing size or shape, emphasizing an important pointing enumerating a list, or pointing to a special item on your visual aid).

• Nervously, such as ear tugging, scratching, and lip licking (you will probably find it fairly easy to correct distracting gestures once you know you are using them);

• Into one position for too long, especially: the figure leaf" hands clasped in front), the (hands clasped in back) , the " Jingle'

• With stylized, artificial, unvaried, constant repeated gestures.

Facial expression

Do maintain

Do not maintain

• Relaxed, animated, conversational facial expression.

• Stony, deadpan, expression.

Eye contact

Do look at

Do not look at:

• The entire group, rather than at just one side of the room;

• The key decision-makers in the group;

• Good listeners who nod and react.

• A prepared script, which you read word by word, showing your audience a constant of the top of your hand;

• The middle of the back of the room;

• The bad listeners who may distract you;

Posture

Do stand

Don't stand

• In a relaxed, professional manner,

• Comfortably upright, with your weight distributed evenly;

• With your feel, neither too close nor too far apart.

• In a formal militaristic "Attention" pose;

• In an informal slouch (keeping weight to one side or swaying side to side;

• In a narrow-angle, ankles together reciting school-child stance; or In a wide-angle "Cowpoke straddle".

Dress

Do dress

Don’t dress

• Appropriately for the occasion and the audience.

• Comfortably and in good taste;

• To project an image consistent with you communication objectives.

•In any clothing that will distract from you message, e.g. exaggerated dangling Jewelry, cloud ties.

Approach (to the speaker’s position)

Do approach

• Calmly and unhurriedly;

• With a brief pause for eye contact before launching into your presentation.

Clues that audience might be giving

The Audience Clue	What it Means	How to Adjust
Shut eyelids	Boredom, tired crowd	Change pace, volume, and subject matter get them laughing with humor
Wandering eyeballs	Fidgety, distracted	Dramatic action, call attention to an important point and ask for audience focus, humor
	Boredom, they've heard it before	Change tactics, pointed humor (not stupid), do something dramatic to re-connect
		move on to the next point, work on content for next time, add controversy
Leaning bad in seats	Apathy, waiting for something better	Dramatic action, insert an exercise to involve them, humor
Shaking heads	Disagreement	Confront a selected head-shaker ("You disagree? Tell us why?"), offer an alternative viewpoint that others embrace (even though you do not)
No questions during Q&A	Disinterested, confused, hesitant	Plant seed questions with several people in the audience ahead of time to get the ball rolling, directly call on people who you read as being most engaged during the presentation
People aren't doing your exercises	Disconnected, your exercises need work	Better explain your exercises, have other speakers check your material to make sure exercises are relevant to your points, walk around during the time they are doing the tasks and help those who are inactive
“I don't know" response	Disconnected, drafting, shy	Self-deprecating humor, lightening tension, try again once, move on to someone else