ANALYSIS, PRESENTATION &

REPORT WRITING

Parul Singh, SNU

CONCLUSIONS (THE WIRING
GAME)
 Communication is a two way street;
both sender and receiver need
feedback on how they are doing

Parul Singh
 Feedback must be immediate,
frequent and specific if it is to be
valuable.
 Terms that are abstract, vague,
undefined etc., will lead to
misunderstandings and will require
backtracking, undoing or modifying or
cause errors in communication. Slide
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CONCLUSIONS (CONTD.)
 Senders must put themselves in the shoes of
the receivers and anticipate the possibilities
for misunderstanding.

Parul Singh
 Senders can know the degree to which their
communication efforts have succeeded or
failed only through feedback.

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 Slide

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BARRIERS TO COMMUNICATION
 Differences in perceptions
 Information overload

 Message complexity

 Differing status

 Unethical communication

 Physical distractions

 Incorrect medium choice

 Lack of trust
THE COMMUNICATION PROCESS

Parul Singh
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 13.4

FORMAL COMMUNICATION CHANNELS

Downward
Horizontal

Upward

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Informal Communication Channel

‘Grapevine’ Slide
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ORGANISATIONA
L STRUCTURE

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MEDIUM
INTERNAL COMMUNICATION

Memo
Telephone Report

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Staff
Messages Intercom Newsletter Graphs/
charts
Oral Minutes Written
Face to face Meeting/
conference Email
discussion Form/
questionnaire
Presentation Fax

Notice

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 EXTERNAL COMMUNICATION
Conversation

Conference/

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Telephone
seminar

Meeting Oral Presentation

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 EXTERNAL COMMUNICATION
Leaflet/
Brochure Letter
Written
Invitation Fax

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Forms/
Email
questionnaire

Report
Press
release Graph/
Customer Chart
Newsletter Notice

Advertisement
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IMPORTANCE OF COMMUNICATION
 Estimated proportion of
credibility/meaning
7% Words
38% Tone
55% Body language/kinesics
 Para communication – voice and tone
 Culturally Dependent

04/18/2020
ORAL COMMUNICATION
A powerful tool that makes us more
employable.
 It enables one to function efficiently in
daily activities and in the world of work.
 Speech is an important aid in our
interaction with an audience. Spoken
words are used.
 It is influenced by pitch, volume, speed
and clarity of speaking.
TYPES OF OC
 Face-to-face conversations
 Meetings

 Presentations

 Interviews

 Seminars

 Conferences

 Group discussions

 Telephonic conversations

 Teleconferencing

 Video conferencing

 Voice mails

 Voice overs
ORAL COMMUNICATION
Advantages Disadvantages

 Immediate feedback  Documentation difficult

 Time saving  Misunderstanding

 Economical  Unsuitable for lengthy

 Personal touch messages

 Meaningful &
expressive – using
voice & tone for
expression
PURPOSE OF COMMUNICATION
 Inform
 “Farming provides most of the food that we eat.
Our chief food crops are cereals or grains. Cereals
include maize, rice and wheat.”

 Persuade
 “Now your dream home is just a step away from
being a reality. Simply get an HSBC home loan
and choose from a range of highly flexible
repayment options, based on your convenience.”

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AUDIENCE ANALYSIS
 Who are my audiences?
 Consumers who should buy my idea/product
 What is my relationship with them?
 Tell (inform); sell (persuade); consult (consensus); join
in (collaborating)
 What are their likely attitudes toward my
proposal?
 Positive; neutral; hostile
 How much do they already know?
 Is my proposal in their interests?
COMMUNICATION STYLES
 Tell – inform/instruct/explain
 “Asa result of this presentation, my boss will learn
what my department has accomplished this month.”
 Sell – to persuade
 “As a result of this presentation, the committee will
approve my proposed budget.”
 Consult – consensus for a course of action
 “As a result of the Q/A session, my staff will obtain
replies to the concerns about a new policy.”
 Join in – collaboration
 “As a result of this brainstorming session, the group
will come up with a solution to this problem.”
PAIBOC MODEL
 Purpose – What is the objective of my
communication?
 Audience – Who will be reading this?

 Information – What is the content of my

message?
 Benefits – What and how will it benefit the
readers?
 Objections – Address any objections my
audience may have to my message or any
barriers to communication.
 Context –Physical v/s psychological
COMMUNICATING MORE EFFECTIVELY
 Understanding your audience, the
objective and the context of
communication
 Giving and Responding to Constructive
Feedback
 Being Sensitive to Business Etiquette
 Respect, courtesy and consideration for
others

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WHAT EMPLOYERS EXPECT FROM YOU
 Organising, expressing and presenting
ideas and information coherently,
completely and persuasively

Parul Singh
 Listening to others effectively

 Communicating effectively with people

from diverse backgrounds and
experiences
 Using communication technologies
effectively and efficiently
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WHAT EMPLOYERS EXPECT FROM YOU
 The only way management can be
achieved in an organisation is through
communication

Parul Singh
 Become an effective employee - You will
use it in every relationship – customers,
employees, shareholders, creditors and
the community
 Essential element of leadership

 Enhance your self-esteem

 Advance in your career

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 7 C’S OF
COMMUNICATION
 7 C’S OF COMMUNICATION

1. Completeness
2. Conciseness
3. Consideration
4. Concreteness
5. Clarity
6. Courtesy
7. Correctness
1. COMPLETENESS

Please fax me in return the departures

from Singapore to Hong Kong on the 8th.
 Provide all necessary information

 Answer all questions asked.

 Add something additional, if necessary

as footnotes.
 Answer all the ‘W’ questions and also
how.
2. CONCISENESS
at this point of time
v/s
Now or at present

We hereby wish to let you know that our company is

pleased with the confidence you have reposed in us.
v/s
We appreciate your confidence
 A concise message is complete without being wordy.

 Eliminate wordy expressions.

 Include only relevant material

 Avoid unnecessary repetitions

3. CONSIDERATION
 Focus on “you” instead of “I” and “we”
 Show audience benefit or interest in the receiver

 Emphasize positive, pleasant facts.

I am delighted to announce that we will be extending

our hours to make shopping more convenient.
v/s
You will be able to shop evenings with the extended
hours.

You failed to enclose your cheque in the envelope

v/s
The cheque was not enclosed
4. CONCRETENESS
 Being specific, definite and vivid rather than
vague and general.
 Use specific facts and figures.

She’s a brain
v/s
Her grade-point average in 2018 was 4.9 on a five-
point scale.
 Use the active voice.

Grades of the students will be sent to you by the

school
v/s
The school will send students their grades.
5. CLARITY
 Use accurate and familiar words with
proper intonation, stresses and pauses.
 Use simple words and short sentences.
6. COURTESY
 Be sincerely tactful, thoughtful and
appreciative.
 Use expressions that show respect.
Use the right pitch and tone.
7. CORRECTNESS

 Avoidmaking grammatical errors

 Use the right level of language -
formal/informal/casual
LISTENING SKILLS

 Listening is an integral part of good oral

communication skills.
 Listen well in order to speak well.

 Listen well to stay informed, updated and

out of trouble.
 Poor listening leads to lost opportunities,
legal mistakes and other errors.
 REASONS FOR POOR LS
 Bad time management skills- We don’t take time
out to receive the message.
 Activity trap; failing to set priorities right or in order
 Listening as per one’s mental wiring
 Linear listeners v/s associative listeners v/s movement
listeners v/s body language listeners
 LL- following the speaker as he presents from pt.
A to pt. B; passive
 AL- connecting ideas presented to things they
already know. Taking notes, restating what they
heard, asking probing questions, standing while
listening.
TIPS TO IMPROVE LS
 Setting the scene for attentive listening
 Get to meetings early – get time to
compose yourself; what is your
purpose/motivation to be there?
 Do not let your mind wander

 Do not over relax

 Ask short & precise questions for

clarification when the speaker pauses
 Nodding or acknowledging the speaker

 Asking the listener to repeat

 Herb is the product manager for a line
of consumer electronic products with a
new gizmo in the early stages of
development. Herb knows that it’s now
time to bring the R&D, marketing and
manufacturing people together. Their
collaboration is the company’s best
assurance that the new product will:
1. Meet customer requirements.
2. Be designed in such a way that the
manufacturing division will be able to
build them efficiently.
 Herb determines that he should write a
memo as the first step in building
Subject: Time for Gizmo 5 Cross-functional Planning

As you know, design specs for the Gizmo 5 electronic

garlic press are moving forward within R&D. That means
that it’s time to begin planning for the new product’s
marketing and manufacturing. Early cross-function
planning helped make the Gizmo 4 a tremendous success,
and I know that we are all eager to repeat the experience.
Great things happen when we put our heads together to
focus on a problem. Agenda items will include 1) user
benefits; 2) product specs and manufacturability.
I would like to schedule an initial meeting for noon,
Monday, July 15, in our small conference room. Lunch will
be provided. Does that work for you?

Herb
Parul Singh
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e
 Parul Singh
Parul Singh
[email protected]
09810098210
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