Workshop on

Communication Skills

Pakistan Institute of Quality Control

D-63, Block 8, Gulshan-e-Iqbal, Karachi.
Tel # (092-21) 4973784, 4722234 Fax # 4990775
E-mail: piqc@cyber.net.pk

Pakistan Institute of Quality Control

 WHAT IS THE PROBLEM?

• How to establish the necessary channels of

communications so that we understand each
other’s needs, goals, perceptions and ways of
doing things.

Pakistan Institute of Quality Control

Communication

Pakistan Institute of Quality Control

 Communication:

A systemic process in which individuals interact

with and through symbols to create and interpret
meanings
• Process
• Systematic
• Symbols
• Meanings

Pakistan Institute of Quality Control

 To
Meet Needs

To Enhance and
To Develop
Maintain Sense
Relationships
Of Self

To Fulfill Social To Exchange To Influence

Obligations Information Others
Pakistan Institute of Quality Control
 The Communication Process

The Idea becomes

& message

The sender has The message is

an idea transmitted

The receiver reacts The receiver gets

and sends feedback the message
Pakistan Institute of Quality Control
 Received
Message Signal Signal Message

Information Destination
Transmitter Receiver
Source

ceoursS
i
N

Message

Sender
Pakistan Institute of Quality Control Receiver
 How shared experience affects
understanding

Little shared Average amount of Large amount of

experience shared experience shared experience

Meanings very
Meanings dissimilar Meanings similar similar

Misunderstanding Average degree of High degree of

understanding understanding

Pakistan Institute of Quality Control

Informal Communication Network
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Vice president Finance
Vice president Finance Vice president Finance
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Line A Supervisor Line B Supervisor Line C Supervisor er

Pakistan Institute of Quality Control

 HOW TO BECOME A
GOOD COMMUNICATOR
• Listening skills
• Team building
• Conflict Resolution
• Presentation and counseling skills

Pakistan Institute of Quality Control

 COMMUNICATION BARRIER
CAUSE OF BARRIER OUTCOME STRATEGIES TO
AVOID BARRIER

Differences in perception People often see and interpretListen carefully. Speak clearly
the same event and directly to the other person.
Differing attitudes and values Ask questions. Give feedback.
Inconsistency between spoken and or action in a different way.
Match the verbal and nonverbal
nonverbal communication People often form differentparts of the total message
Withholding information interpretations.
Passing judgment by tellingPoor communication andPlan and structure the message to
people their reaction is stupid. confusion because of theinclude all necessary information.
Dismissing the concerns or point ambiguous message.
of view of others Others operate with only partListen actively. Ask questions.
of the message so mistakesGive feedback.
are more likely to occur.
The receiver can becomeListen carefully. Show you are
aware of the other's point of view.
angry and retaliate. Ask questions. Give feedback
The receiver may withdraw.

Pakistan Institute of Quality Control

 REMEMBER
TALKING IS AN ART
NOT A SCIENCE!
• WE GAIN PROFICIENCY THROUGH PRACTICE
• THERE ARE NO SHORT-CUTS
• THE TWO ASPECTS OF THE ART ARE:

WHAT WE SAY SUBJECT MATTER

HOW WE SAY IT OUR DELIVERY
Pakistan Institute of Quality Control
 PRE-PLANNING
CONSIDERATIONS

• AUDIENCE ANALYSIS
• GATHERING MATERIAL
• ORGANIZATION
• DELIVERY OF THE SPEECH

Pakistan Institute of Quality Control

 CAN WE DEVELOP
CONFIDENCE?

• PREPARE
• BE IDEA CONSCIOUS
• RELAX
• SEEK LISTENER SUPPORT

Pakistan Institute of Quality Control

Six Basic Rules For Preparing
An Effective Presentation

1. Know Your Subject

2. Know Your Audience
3. Be Well Organized
4. Involve Your Listeners
5. Plan Your Conclusion
6. Maintain Poise

Pakistan Institute of Quality Control

 Principles Of Speech
Presentation
1. Be Yourself
2. Write Down Objectives/Goals
3. Outline In Detail
4. Write For The Audience
5. Write Speech To One Individual In The Audience
6. Use Your Own Words
7. Close Effectively

Pakistan Institute of Quality Control

 The Nature Of Audience Affects
Your Strategy For Achieving Your
Purpose
I. Who Will Be In Attendance At The Meeting?
II. What Does The Audience Know?
III. What Does The Audience Want To Know?
IV. What Are The Prevailing Attitudes In The
Audience?
V. What Is Your Purpose?

Pakistan Institute of Quality Control

 NON-VERBAL
COMMUNICATION
1. Voice
2. Appearance
3. The Face & Eyes
4. Posture & movement
5. Facial expressions
6. Body relaxation or Tension
7. Personal Space and Distance
8. Time
9. Physical Environment

Pakistan Institute of Quality Control

 What To Do When You Speak

• Look At Your Audience

• Vary Your Volume & Speed
• Speak Clearly
• Use Appropriate Gestures
• Check Your Posture & Appearance
• Make Clear Transitions
• Watch And Listen For Feedback
• Concluding Comments
• Crowd Your Audience Together
• Let There Be Light On Your Face

Pakistan Institute of Quality Control

 Parts Of A Presentation

1. Introduction
2. Body
3. Conclusion
4. Question/Answer Session

Pakistan Institute of Quality Control

 How To Open A Talk
• Indicate Your Topic
• Define Your Terms
• Gain The Audience’s Confidence
• Humor
• Apology
• Curiosity
• Story
• Exhibit
• Question
• Facts
• Interests

Pakistan Institute of Quality Control

 Involve Your Audience

• Tell A Real Story

• Tell A Hypothetical Story
• Present Statistics
• Use A Quotation
• Tell A Joke

Pakistan Institute of Quality Control

 Body Of A Presentation
• Make The Right Appeals
• Organize Your Materials
• Make Transitions Effectively
• Use Variety
 Visuals
 Exemplifications
 Vocal Expression
 Word Choice
 Participation

Pakistan Institute of Quality Control

 Visual Aids You Can Use

• Handouts
• Reports
• Chalkboards
• Slides
• Flip Charts
• Overhead Projector

Pakistan Institute of Quality Control

 How To Close A Talk
• Summary
• Action
• Compliment
• Humor
• Climax
• Quotation

Pakistan Institute of Quality Control

 How To Answer Questions

• Anticipate Questions
• Establish Ground Rules
• Laissez Faire
• Question Breaks
• The End

Pakistan Institute of Quality Control

 LETS LOOK AT THE NEGATIVES FIRST. ONE
SPEECH CONSULTANT DIVIDES THE FAILURE
IN DELIVERY INTO FOUR CATEGORIES.

1 THE FIDGETER
HIS ACTIONS DISTRACT THE LISTERNER’S ATTENTION. THE EYE IS
QUICKER THAN THE EAR. WHAT THE LISTENER SEES TAKES PRIORITY
OVER WHAT HE HEARS.
EXAMPLES: HANDS IN-OUT-POCKET PACING BACK-FORTH- BACK-
FORTH ROCKING HEEL TO TOE—TOE TO HEEL STANDING ON ONE FOOT
—THE OTHER
PLAYING WITH MICROPHONE, GLASSES
2 AND-ER VOCALIST
THE PAUSES MULTILATE RATHER THAN PUNCTUALE! TO “ERR” IS
HUMAN—BUT NOT FOR SPEAKERS!!
FAILURE TO LISTEN TO ONESELF IS THE BASIC CAUSE!!
WE CAN BY SIMPLE SELF – DISCIPLINE LEARN TO LISTEN TO OURSELVES.

Pakistan Institute of Quality Control

3 THE MUMBLER
HE HEARS HIMSELF – DOESN’T CONSIDER LISTENERS.
HE LOOKS EVERYWHERE IN ROOM – EXCEPT AT LISTENERS.
HE CLOSES HIS MOUTH LIKE A VISE – HIS LIPS AND TONGUE ARE ON
VACATION – HIS JAW IS FIXED AND RIGID.

4- THE LISTLESS VOICE

HE IS LOUD ENOUGH, BUT HAS NO EMPHASIS, NO INFLECTION,
NO VARIETY OF TONE, NO CHANGE OF SPEED –

HE JUST DRONES ON AND ON!!!

ACCORDING TO THE UNIVERSITY OF MINNESOTA LISTENING
INSTITUTE, LISTENERS REMEMBER ONLY ABOUT 40% AS MUCH
OF WHAT IS SPOKEN IN A LISTLESS VOICE AS COMPARED WITH
WHAT IS SPOKEN WITH ANIMATION, VARIETY AND
INFLECTION!!! Pakistan Institute of Quality Control
Thank you

Pakistan Institute of Quality Control