Chapter 2 of Timothy Baldwin book: Developing Management Skills: What great managers say and do.

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2. Developing Management Skills
• Barbara M Fowler
• bfowler@chiefoutsiders.com
• www.chiefoutsiders.com
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3. Chapter 2
COMMUNICATION
McGraw-Hill/Irwin Copyright © 2008 The McGraw-Hill Companies, Inc. All rights reserved.

4. Learning Objectives
1. Create a persuasive message which
communicates personal credibility and
evidence, while arousing people’s emotions.
2. Deliver powerful presentations
incorporating strategy, structure, support,
style and supplements.
3. Choose the appropriate media for
communication in various circumstances.
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5. Learning Objectives
4. Assertively communicate your wishes using
empathy and unambiguous statements.
5. Know what and how to communicate in a
crisis situation.
6. Actively listen to gain shared
understanding.
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6. Model of the
Communication Process
Insert figure 2-1
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7. Introduction
• Communication
– Sharing information with other people
– Requires that people reach a common
understanding
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8. Communication Myths
• If you have a strong case, everyone will
be convinced
• Words mean what they mean
• PowerPoint presentations are always
the best way to persuade
• Asser tive communication means
being unbending or a jerk
• Listening is a passive activity
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9. Creating Persuasive Messages
Audience analysis
• First and foremost rule of effective
communication is to analyze your audience
• Audience will be more persuaded by issues
that directly affect them
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10. Three Elements of Persuasion
• Ethos
– personal credibility of a speaker
• Pathos
– emotional appeals in a message
• Logos
– logical arguments supporting a position
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11. Discussion Question?
Which element of persuasion is the most
effective?
A. Ethos
B. Pathos
C. Logos
D. Legos
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12. Ways to Enhance Your Ethos
• Emphasize the ways that you are similar to
your audience
• Establish your authority and/or expertise
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13. Pathos
• Most effective when speakers use stories
and examples that are highly
relevant to their listeners , or when
listeners’ emotions are aroused in a way
that prompts their compliance with a message
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14. Pathos
• Fairness or reciprocity
– relies on the universal human tendency for people
to treat others as they are themselves treated
• People react to drama
– fear appeals, use of strong language, personal
passion, storytelling
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15. Logos
• Two obligations as a speaker
– To construct logically sound arguments in support
of your position
– Find evidence in support of those claims
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16. Kinds of Arguments
• Inductive
– moves from talking about specific things to
generalizing
• Deductive
– moves from the general to the specific
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17. Using Two-Sided Messages Effectively
• Use a moderate amount of negative
information
• Negative information should come early in
the presentation, but should not come
first
• Be sure you clearly show that the benefits
of your proposal outweigh the costs
you highlight with your negative information
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18. Types of Evidence
• Statistics
• Appeal to authority
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19. The 5 Ss of Persuasive Presentations
• Strategy
• Structure
• Support
• Style
• Supplement
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20. Strategy
• Who is my audience?
• What is my goal?
• Ethos, pathos, logos
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21. Structure
• Determine the order in which you will
present arguments
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22. Organizing Strategies for Persuasive
Messages
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23. Support
• If you have moderate credibility , evidence will
probably increase your persuasive effectiveness
• Using evidence is better than not using it
• Evidence can reinforce the long-term
effectiveness of persuasion
• Evidence produces more attitude change when the
source is provided
• Using irrelevant evidence may provide an effect
opposite to what the speaker intends
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24. Types of Supporting Materials
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25. Style
• Should deliver your speech in a compelling
way
• Public speaking is more formal than an
extended conversation
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26. Differences Between Giving Speeches and
Holding Conversations
Public speaking:
• is more highly structured
• is more formal
• requires a different kind of talking
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27. Supplement
• Be prepared to handle questions after your
presentation
• Gather additional evidence to support
your claims
• Be sure to have the “obvious” questions
answered beforehand
• Paraphrase difficult questions
• Listen…carefully
• Specify when you want the Q & A
session
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28. Using Visual Aids
• Visual aids help your
audience track
where you are going
and feel more
comfortable that
they understand
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29. Designing Your Visuals
• Whenever possible use color in your visuals
• Keep the general color scheme and design
consistent throughout your presentation
• Visuals should be easy to read and absorb
• Design visuals in the way people naturally think
• Everything should be easily seen from every point
in the room
• Evaluate before your presentation
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30. Visual Aid Misconceptions
1. Presentations require a magic number of
visual aids
2. The audience cannot read
3. Graphical displays are obvious
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31. Choosing Your
Communication Medium
Two variables to consider
1. Information richness of the available
communication channels
2. Complexity of the topic
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32. Question?
What is the potential information-carrying
capacity of a communication channel?
A. Information affluence
B. Information richness
C. Information opulence
D. Data richness
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33. Choosing Your
Communication Medium
• Information richness
– potential information-carrying capacity of a
communication channel, and the extent to which
it facilitates developing a common understanding
between people
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34. Information
1. Feedback
2. Audio and/or visual
3. Personal or impersonal
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35. Choosing Your Medium –
Written vs. Verbal
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36. Assertive Communication
• Assertive
communication
– means being clear
about your needs
and expressing those
respectfully to others
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37. Lessons for Positive Assertive Changes
• Empathy/validation whereby you say
something that conveys to the other person
that you understand his position
• An unambiguous statement of the
problem and of what you want
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38. Techniques for Using Assertive
Communication
• Use “I” statements
• Use facts, not judgments
• Take ownership of your thoughts, feeling,
and opinions
• Make clear, direct, requests
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39. Crisis Communication
1. Choose language that is clear and
accurate
2. Know your audience
3. Be prepared to talk about emotions
4. Communicate consistently
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40. Question
What active process means a conscious effort to
hear and understand?
A. Eavesdropping
B. Snooping
C. Listening
D. Information richness
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41. Active Listening
• Listening
– an active process that means a conscious effort to
hear and understand
• Listening is how managers learn what
motivates associates and what their values
and expectations are
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42. Traps and Barriers to
Active Listening
• Tendency to evaluate
• Misreading nonverbal cues
• Personal focus
• Thinking is faster than speaking
• Selective perception/filtering
• Tendency to advise
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43. Tips for Good Listening
• Know your objective
• Actively interact
– Paraphrase comments
– Make supportive comments
• Stay focused
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44. Communication Skills Test
• Take the
Communication
Skills Test by
Queendom.com™
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45. Key Terms
• active listening • fairness • listening
• aggressive • filter • logos
• assertive • Five S’s • mannerisms
communication • hearing • passive
• deductive • inductive • pathos
• drama • information • prudence
• emoticons richness • storytelling
• ethos • jargon
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