Effective Communication Effective Communication Techniques and Skills for Techniques and Skills for

Different AudiencesDifferent Audiences

Laura-Lee DavidsonLaura-Lee DavidsonQEM TCUP LDI Cohort II – Session ThreeQEM TCUP LDI Cohort II – Session Three

August 5, 2009August 5, 2009

STYLE AND SKILLSSTYLE AND SKILLS

Self-assessment exercise designed Self-assessment exercise designed to help evaluate interpersonal to help evaluate interpersonal communication skills and style, and communication skills and style, and provide you with helpful tips provide you with helpful tips for becoming a good communicator for becoming a good communicator - and team player!- and team player!  

MEMORABLE MESSAGESMEMORABLE MESSAGES

TO THE POINTTO THE POINTRELEVANTRELEVANTWORTHWHILEWORTHWHILECOMPELLINGCOMPELLINGMOVES THE LISTENER OR MOVES THE LISTENER OR

READER TO ACTIONREADER TO ACTION

FOUR C’S *FOUR C’S *

COMPREHENSIONCOMPREHENSIONCONNECTIONCONNECTIONCREDIBILITYCREDIBILITYCONTAGIOUSNESSCONTAGIOUSNESS

* * ADAPTED FROM ARTICLE BY ISABELLE ALBANESE ADAPTED FROM ARTICLE BY ISABELLE ALBANESE

(ABOUT.COM WEBSITE)(ABOUT.COM WEBSITE)

COMPREHENSIONCOMPREHENSION

MESSAGE IS CLEAR AND SHARPMESSAGE IS CLEAR AND SHARP REPETITION HELPSREPETITION HELPS

TELL THEM WHAT YOU ARE GOING TO TELL THEM WHAT YOU ARE GOING TO TELL THEMTELL THEM

TELL THEMTELL THEM TELL THEM WHAT YOU TOLD THEMTELL THEM WHAT YOU TOLD THEM

KEEP IT SIMPLEKEEP IT SIMPLE

CONNECTIONCONNECTION

RESONATE WITH AUDIENCERESONATE WITH AUDIENCE HAS MEANING OR SIGNIFICANCE HAS MEANING OR SIGNIFICANCE

FOR THEMFOR THEM TRIGGERS AN EMOTIONAL TRIGGERS AN EMOTIONAL

RESPONSERESPONSE SPARK NEW BEHAVIORS AND SPARK NEW BEHAVIORS AND

ACTIONSACTIONS

CREDIBILITYCREDIBILITY

AUDIENCE MUST BELIEVE WHO IS AUDIENCE MUST BELIEVE WHO IS SAYING IT SAYING IT

WHAT IS BEING SAIDWHAT IS BEING SAID HOW IT IS BEING SAIDHOW IT IS BEING SAID

MAY UNDERSTAND BUT NOT TRUST MAY UNDERSTAND BUT NOT TRUST THE DELIVERER OR DELIVERY THE DELIVERER OR DELIVERY MEDIUMMEDIUM

CONTAGIOUSNESSCONTAGIOUSNESS

““CATCH THE MESSAGE”CATCH THE MESSAGE” RUN WITH ITRUN WITH IT SPREAD IT AROUNDSPREAD IT AROUND

MESSAGE MUST BE ENERGETIC, NEW, MESSAGE MUST BE ENERGETIC, NEW, DIFFERENT, MEMORABLEDIFFERENT, MEMORABLE

EVOKE A VIVID EMOTIONAL RESPONSE, EVOKE A VIVID EMOTIONAL RESPONSE, HAVE TALKING POTENTIAL, MOTIVATE HAVE TALKING POTENTIAL, MOTIVATE ACTIONACTION

TYPES / FORMATSTYPES / FORMATS Meetings/Conferences/WorkshopsMeetings/Conferences/Workshops Press Releases and Press ConferencesPress Releases and Press Conferences Presentations (e.g., Powerpoint)Presentations (e.g., Powerpoint) E-mail / LettersE-mail / Letters WebsiteWebsite Listserv / Bulletin BoardsListserv / Bulletin Boards Webinar / VideoconferenceWebinar / Videoconference Phone / FaxPhone / Fax Television / RadioTelevision / Radio

Internet Marketing (Social Networking Internet Marketing (Social Networking sitessites))

AUDIENCESAUDIENCESMeetings / Conferences / WorkshopsMeetings / Conferences / Workshops

PresentationsPresentations

Press Releases and ConferencesPress Releases and Conferences

E-mail / LettersE-mail / Letters

Phone / FaxPhone / Fax

Television / RadioTelevision / Radio

WebsiteWebsite

Listserv / Bulletin BoardsListserv / Bulletin Boards

Webinars / VideoconferenceWebinars / Videoconference

Social Networking Social Networking – e.g., Facebook and Twitter– e.g., Facebook and Twitter1010

Audience AwarenessAudience Awareness

To make our communication successful GAUGE the interests To make our communication successful GAUGE the interests of the audience. of the audience.

Consider the age, gender, background, and interest of the audience. Consider the age, gender, background, and interest of the audience.

Choose the approach that best suits the audience.Choose the approach that best suits the audience.

Create an atmosphere such that each person feels that the speaker Create an atmosphere such that each person feels that the speaker is talking directly to him/her is talking directly to him/her

Show sincerity and whole heartedness for the subject. Show sincerity and whole heartedness for the subject.

Concentrate on ideas and do not get distracted by the activities Concentrate on ideas and do not get distracted by the activities performed by the audience performed by the audience (e.g. smiling, whispering.)(e.g. smiling, whispering.)

QUESTIONS?QUESTIONS?

DISCUSSIONDISCUSSION