某咨询有效沟通communicationbasics

《某咨询有效沟通communicationbasics》由会员分享，可在线阅读，更多相关《某咨询有效沟通communicationbasics（57页珍藏版）》请在装配图网上搜索。

1、Click here to type page title,Click to edit Master text styles,Second level,Third level,Fourth level,Fifth level,*,communicationbasics,*,bc,Copyright© 1998 Bain & Company, Inc.,Communication Basics,Author: Kim Soskin,Contributors: Susan Caraviello Pete Samson,John Clarke,,bc,Communic

2、ation Basics,March 1998,Copyright© 1998 Bain & Company, Inc.,1,communicationbasics,Objectives of communication,Planningyour message,Developing yourmessage,Delivering yourmessage:speaking,Delivering yourmessage:writing,Keytakeaways,Additional resources,Agenda,2,communicationbasics,Objectives of commu

3、nication,Planningyour message,Developing your message,Delivering your message:speaking,Delivering your message:writing,Key takeaways,Additional resources,Agenda,3,communicationbasics,Confirm workis onrightpath,Resolve openissues,Act ona recommendation,Closea deal,In general,the objective of communic

4、ationis toenable yourtarget audience to understandwhatyou intend.Specifically, mostbusiness communicationseeksto excite the target audienceto action.,Source: BainPresentation Skills Workshop,,Effective BusinessMessages (1of 2),4,communicationbasics,Precision, succinctness,and comprehensiveness,Hones

5、ty, accuracy,and logical,Timeliness and relevance,Conviction,Business messagesshareseveral criteria for success.,Source: BainPresentation Skills Workshop,Effective BusinessMessages (2of 2),5,communicationbasics,Senderdeterminesintended objectiveand message,,Sendertransmits messagethrough speakingor

6、writing,,Listener receivesmessage,takesin information,interprets it,creates meaning,,If theinterpretation matchesintention, communicationis successful,Communication is successful when themessage isreceived asit wasintended.,Source: Tannen, Deborah,,“,“ThePowerof Talk: WhoGetsHeardand Why”, HarvardBu

7、siness Review, September-October,1995,,,How CommunicationHappens,6,communicationbasics,Objectives of communication,Planning your message,Developing your message,Delivering your message:speaking,Delivering your message:writing,Key takeaways,Additional resources,Agenda,7,communicationbasics,Clarityrei

8、nforcesthelogicofyourargument,istheinformationaccurateandpertinent?,istheargumentlogical?,doesitexcitetoaction?,,Connectionbuildsyourrelationshipwithyouraudience,isyourmessagerelevanttoyouraudience?,doesyourinteractionstrengthenyourrelationshipwithyouraudience?,Asyoudevelopyourbusinessmessage,focuso

9、nclarityandconnectiontoenableyouraudiencetobetterunderstand,accept,andactonwhatyoucommunicate.,Source:BainPresentationSkillsWorkshop,ClarityandConnection,8,communicationbasics,Source:BainPresentationSkillsWorkshop,Creating a Message,There are three stepsto creating amessage. Clarity andconnection pl

10、ay a part in each step.,Clarity,Connection,1. Plan,Determine yourobjective,Targetdesiredoutcome,Isolatekey message,Identify issues to address,Audience communication needs,Impactof message onaudience,Your own commitment to message,2. Develop,Structure message,Tell the story,Get feedback,Revise,Tailor

11、to audience,3. Deliver,Monitoraudience response,Check in,Step,Use appropriate mediaand expression,9,communicationbasics,Clarityin Planning:Determine Your Objective,Objectives capture your intention for thecommunication.They range from desired passive toactiveresponses from the audience.,Intention,Ob

12、jective,Increase awareness ofsituation specifics,Inform,Createawareness thata problem exists,Draw attention,Achieveagreement that action should be taken,Convince,Urge taking aspecific action,Exciteto action,PassiveResponse,ActiveResponse,Source:Bain Presentation: “MakingExcellent Presentations”,10,c

13、ommunicationbasics,Clarityin Planning:TargetYour DesiredOutcome,The desired outcome is the change in perception or the action you wantthe audienceto takein response to yourmessage.,Source:Bain Presentation: “MakingExcellent Presentations”,Intention,Objective,DesiredOutcome,Increase awareness ofsitua

14、tion specifics,Inform,Audience acknowledgesthe nature ofthe situation,Createawareness thata problem exists,Draw attention,Audience agrees thereis a problem,Achieveagreement that action should be taken,Convince,Audience agrees to consideroptionsto current activity,,Urge taking aspecific action,Excite

15、to action,Audience implements recommendation,11,communicationbasics,Clarityin Planning:Isolate the Key Message,Isolatethe key message based on your objective and thedesiredoutcome.,Source:Bain Presentation: “MakingExcellent Presentations”,Intention,Objective,DesiredOutcome,MessageExample,Increase aw

16、areness ofsituation specifics,Inform,Audience acknowledgesnatureof situation,ProductX is losing share,Createawareness thata problem exists,Draw attention,Audience agrees thereis a problem,Share loss will have,significant impact on,earnings,Achieveagreement that action should be taken,Convince,Audien

17、ce agrees to consideroptionsto current activity,Marketing of ProductX is,ineffective, changes,required,Urge taking aspecific action,Exciteto action,Audience implements recommendation,Changethe pricing,structure of ProductX,Passive,Response,Active,Response,12,communicationbasics,,Outlinethe audience’

18、s concerns,identify problems andopportunities,clarifyquestions,describe obstacles,,Organize datato substantiate yourunderstandingof theissues,,Explorestrategies toresolve issues,when appropriate, make a recommendation(s),,,Once you knowthe objective,the desired result,and thekey message,identify the

19、 issues to address.,Source:Bain Presentation: “MakingExcellent Presentations”,Clarityin Planning:Identify theIssuesto Address,13,communicationbasics,,Successin communication hinges upon a thorough understanding of youraudience.,Source:Bain Presentation: “MakingExcellent Presentations”,Level and Infl

20、uence,CEO/President,Operating Managers,Analysts/technicians,,Sophistication,Education,Familiarity with details ofsituationbeingdiscussed,Fluencyin business conceptsand models,,Information Processing Style,Words vs. data/graphics,Activevs. passive,Directive vs.participativedecision-making,Conceptual

21、vs.practical,,,,,CommunicationEnvironment,Writtenor oral,One-on-one,Discussion,Lecture/speech,,ControversialNatureof Conclusions,Prior/existingbeliefs,Career/power impact ofanalysisand recommendations,Organization culture,,,,,Existing Relationship,Tenure,Strength,,,ClientPerspectives,Attitude toward

22、 topic,Attitude toward Bain,Attitudetowardyou,,,,,Connection in Planning:ConsiderYourAudience,14,communicationbasics,Source:Bain PresentationSkillsWorkshop,Communication effectivenessincreases themore thesenderlinksthe messagetoaudienceneeds.,Audience-focusedNeed,MessageObjective,Commitment,to speci

23、ficaction or recommendation,Comfortlevel,concerning work,Credibility,in yourknowledge, experience, and expertise,Awareness,, opportunity definition,Dataandother,information,Drive adecisionor,action,Demonstrate,progress,along atimeline,Showcasework and efforts,completed,Drawattention,to immediatecrit

24、ical factors,Provide,information,- “datadump,”,”,Connection in Planning:Audience CommunicationNeeds,15,communicationbasics,Messagemayseemstraightforwardtoyou,but...,Impact may be very controversialtoaudience,messagemayconflictwith audience beliefs and values,analysismayhave impactonreceiver,’,’s per

25、formance and career,recommendationsmayhaveimpacton receiver’s power/career,messagemayconflictwith organization’sculture,Audiencewill resistcontroversial aspects of message,mayaccept logicbutrejectaction,If you are not empathetic toaudience reaction,youwillrisk losingbuy-in,Awareness ofthefull impact

26、ofyourmessageonyouraudience isessential to planning.,Source:Terry Pearce,,LeadingOutLoud,(Jossey-Bass, San Francisco,1995),Connection in Planning:Impact on Listener,16,communicationbasics,As anaudience receivesa message, they are assessingwhether to acceptor reject it,strongindicator is convictionof

27、 person delivering the message,if youdon’tbelieve inwhat you say, whyshouldthey?,Audience assessesyour level of commitmentto:,the message,the relationship,theirsuccess,Your audience won’t accept andact on yourmessage ifthey sense you arenot committed toit.,Source: Terry Pearce,,Leading OutLoud,(Joss

28、ey-Bass, SanFrancisco, 1995),Connection in Planning:Impact of Personal Commitment,17,communicationbasics,Find your own source ofengagement and conviction,in theworkitself,in thework’s impact onyour development and career,in themessage,in therelationship,in theoutcome,Strivefor personal authenticity

29、byconsideringyour own source ofengagementin andcommitmentto your message.,Source: BainPresentation Skills Workshop,Connection in Planning:DiscerningYour Commitment,18,communicationbasics,Objectives of communication,Planning your message,Developing your message,Delivering your message:speaking,Delive

30、ring your message:writing,Key takeaways,Additional resources,Agenda,19,communicationbasics,Be clear,say precisely whatyou mean,say everything that needs to be said,say no more than isnecessary,say it simply and directly,,Convince with logic,use structuredargument,gather andorganizeevidence,,Connect

31、bytailoringyourmessage to your audience,Makeyourmessage comprehensive, but concise.,Source: Bain PresentationSkills Workshop,DevelopingYourMessage:BasicConcepts,20,communicationbasics,Structuregoverns:,sequence of ideas,order,priority,relationship betweenideas,logic,resultingstoryline,,,,Use alogica

32、l structure to promotemessage clarity.,Source: BarbaraMinto,,The Pyramid Principle,, (London:Pitman Publishing,London, 1987),Clarity inMessage Development: Structure the Message,21,communicationbasics,Audience has limitedamount ofmental energyto:,recognizewordsandinterpretideas,determinerelationshi

33、ps between ideas,comprehendsignificance of ideas,,Structureallows comprehensionwithleast amount of mental effort,increasesaudience’sability to grasp quicklyideas’ significance,Structuring ideas focusestheaudience’smental energyon the most important activity: comprehendingthesignificance ofwhatyouhav

34、eto say.,Source: BarbaraMinto,,The Pyramid Principle,(London:Pitman Publishing,London,1987),Clarity inMessage Development: Benefits ofStructure,22,communicationbasics,Buildon Answer-First workplanningorganization,pyramid structure used toorganizeanalysis and work processlogically,,Applysameapproach

35、to structuringcommunication,leverageslogicstructurefromanalysisphase,savestime,increasesclarity,promotes understanding and retention,reduces lengthof communication,,AdaptAnswer-First workplanning tostructuring your communication.,Source: Bain PresentationSkills Workshop,Answer-First Structure,23,com

36、municationbasics,Answer-First sequences ideas in a logical, top-down order.,Source: BarbaraMinto,,The Pyramid Principle,(London:Pitman Publishing,London,1987),Situation,Complication,Question,Answer,Key Assertion 1,Key Assertion 2,Key Assertion3,SupportingAssertion,SupportingAssertion,Evidence,Eviden

37、ce,Answer-First,24,communicationbasics,,,,The Answer-First structure uses logic topromote clarity, understanding, and retention. The storyline uses words to make your communicationcompelling.,Source: BarbaraMinto,,The Pyramid Principle,(London:Pitman Publishing,London,1987),In structuringyourmessag

38、e, you have determined overall content,whatpoints tomake,whento make them,,In developing the storyline, you must translate the structure contentintospecific wordsthatengage theaudience,whatto say about each point,how you will say it,,Clarity inMessage Development: TellingtheStory,25,communicationba

39、sics,,Add informationandmeaning toeachassertion, keypoint andsupporting point.,,Source: Bain PresentationSkills Workshop,Buildeachpoint sothatit informsandhas impact,set it up,provide context,define newterms, concepts,convey it,explain the point,proveit,discuss your evidence andanalysis,connectit,ex

40、plaintheimpactontheaudience,connecttothebiggerpicture,,Don,’,’tleaveoutanythingthatisnecessary,Don,’,’tinclude anything thatisnot necessary,,,,Clarity in MessageDevelopment:BuildingtheStory,26,communicationbasics,Buildtransitions,clearly indicate transitionpoints,explainrelationshipbetweenideas,betw

41、eenkeypoints,betweensections,describefocusofnewideaorsection,,Tailorforaudience,considerwheretheywillneedmoreorlessinformation,reviewandreviseforaudiencecommunicationneeds,reviewandreviseforclarityandprecision,Source:BainPresentationSkillsWorkshop,Uselanguagethathelpstheaudiencefollowyourlogicandhea

42、rwhatyouintendtosay.,StrengtheningtheStory,27,communicationbasics,Usethedataasevidencefortheinsight,notasanendinitself,data:,“,“Salesfiguresforthelastthreeyearsare$7M,$6M,and$5.2M,”,”,insightandmeaning:,“,“Saleshavefallensteadily,andourplaceinthemarketisprecarious”,,Usefacts,avoidspeculativeassumpti

43、ons,Listsourcestoincreasecredibility,Beprecise,peopleequatespecificitywithcertainty,use,“,“7,242newwidgets”,avoid,“,“largesupplyofnewproduct,”,”,,,Frameevidencetomakeyourcommunicationengagingandconvincingratherthandryandboring.,Source:BainPresentationSkillsWorkshop,UsingEvidence,28,communicationbasi

44、cs,Useyouraudienceanalysistoassessyourmessagefromtheirviewpoint,impact ofthe message onthe audience,audience’scommunicationstyle,,Helpyouraudience understand-- and retain -- what yousay,provide “memoryimages” that summarize informationpresented,use examples, analogies,comparisons andimages,avoidjarg

45、on,Onceyou have fullydevelopedyourmessage, reviewit from your audience’spointof view.,Source: Terry Pearce,,Leading Out Loud,(1986, Jossey Bass,San Francisco),Connectionin Message Development:Tailor toAudienceNeeds,29,communicationbasics,When draft isfinished, getfeedback and revise,ask forinputfro

46、m people who,know your objective and topic,know your audience,will provide honest feedback,ask them to identifywhere you can,be moreconcise,have more impact,betterfocus on audience needs,includeanything youhave missed,,For importantcommunications, don’trely on yourown perceptions. Getfeedback on yo

47、ur draft andrevise.,Source:BainPresentation Skills Workshops,Clarityin Message Development: Get Feedback andRevise,30,communicationbasics,Objectives ofcommunication,Planning yourmessage,Developing your message,Delivering your message: speaking,Delivering your message: writing,Key takeaways,Addition

48、al resources,Agenda,31,communicationbasics,To ensure youraudience understandsyou,encourage feedback,ask forideasand questionsfrom audience,listento comments togaugelevel of understanding,ask questions,listento responses to gauge level of understanding,,To assist retention of your message,associate n

49、ew ideas withthosefamiliar tolisteners,use relevantexamples, comparisons,analogies and metaphors,periodicallysummarize points,emphasizingkey message,use slides,provide handouts,When you speak, includethe audienceso you canhelp them understand andretain whatyou say.,Source: BainPresentation Skills Wo

50、rkshop,MakingIt Work,32,communicationbasics,Regardless of thesize of youraudience, focus on howyou look, how youspeak,and what you say.,Source: BainPresentation Skills Workshop,How You Look,Focus on listener, not slides,Present in balanced, open stance,Talk only to people, not equipment,Talk to one

51、person at a time,How You Speak,Use short, active sentences,Use “spoken” English,Pause between ideas,Speak so you can be heard,What You Say,Think before you speak,Share insights, not efforts,Share message, not data,Clarity in Delivery: SpeakingGuidelines,33,communicationbasics,Use Answer-First forma

52、t,set the context,enumerate key points, then details,“I want to updateyou on2 keyissues”,“,The first isthe response frommanagementto ourproposal.”,“The secondis thefinalanalysis ofour customer interviews.”,“,Management response waspositive….”,,be forceful,direct, andbrief,use short, simplewords,use

53、short, clear sentences,use active ratherthan passivevoice,summarize,include action steps,,,Package ideas logically,directly, and conciselywhenmakingBainpresentations.,Source: BainPresentation Skills Workshop,Bain’sSpeaking Style,34,communicationbasics,Prepare,know your objective anddesired outcome,k

54、now your key points,know your audience,anticipate reactions andconcerns,visualize yourselfpresentingin theactual situationin real time,,Practice --out loud,Engageyouraudience ina “one-on-one” dialogue,maintain eyecontact,deliver oneidea at a time, toone personat a time,breathe,ask audiencequestions,

55、respond to audience questionsand objections,,Use preparation and connectionto reduce nervousness.Know in advance the desired outcomeand the overall flow ofthe storyline. Connect with your audience.,Source: BainPresentation Skills Workshop,If SpeakingMakesYou Nervous...,35,communicationbasics,,Listen

56、ing isfundamentalto buildinga sense ofpartnershipwith audience,allowsrealexchange ofinformation,givesspeakerinsightintolistener,,However,mostofusdonotrecognizetheroleoflisteningwhenspeaking,focusedonwhatwewanttosayandaccomplish,haveneverlearnedhowtolisteneffectively,Tohaveimpactwhenyouspeak,youyours

57、elfmustlearntobeaneffectivelistener.,Source:BainPresentationSkillsWorkshop,ConnectioninDelivery:TheImportanceofListening,36,communicationbasics,Listening is afour step process:,Speakers oftenmiss two of the fourstepsof listening -- resulting inmisunderstanding.,Source:Bain Presentation Skills Worksh

58、op,Hear,Interpret,Understand,Respond,Hear,Interpret,Understand,Respond,Too often we move directly from HEAR to RESPOND,The result ismisunderstanding between speaker and listener,Steps to Listening,37,communicationbasics,Stop,talkingand reflect on youraudience’s comment orquestion, andfeelings,,check

59、 in if you don’tunderstand:,what isbeingsaid,why itis being said,check in if you see body language,facialexpression, and/or hear tonethat conveys:,there is morein their comment thanwhat the words say,they appear tobe confused,angry,lost, or haveanotherpointof view,,,,,,Check your interpretation with

60、 youraudience before yourespondto comments or questions.,Source:BainPresentation Skills Workshop,MonitorAudience Response,38,communicationbasics,Checkinby:,askingquestions to gathernewinformation,“,I’mnot sureIunderstand whatyou mean.Couldyoutellmemore?”,“,I understandwhatyou,’,’resaying,butnot exac

61、tlywhy.Wouldyou explainthatforme?”,,confirmingtheinformation youhaveandyourinterpretationof it,“So you’reconcernedthatthetiming isoff,and we could miss your deadline, right?”,,Checkin by interacting with your listener.Ask questions and/orconfirm your informationandinterpretation.,Source: Bain Presen

62、tationSkills Workshop,Checking In,39,communicationbasics,Listener can think four timesfaster than a speaker speaks,mightloseinterestin speaker,mightanticipate what thespeaker intends --incorrectly,Use thinking time tolearn more about your listener,listen betweenthe lines,assess thespeaker’spoint ofv

63、iewregardingyourpointandtopic,anticipatewhatmaybe comingnext,weightheevidence,pro and con, presented bythespeaker,mentally summarize what the speakersayswhile listening,,,Youraudience thinksfaster than you speak.,Source:BainPresentation SkillsWorkshop,Listening and Thinking Speed,40,communicationbas

64、ics,Objectives of communication,Planningyour message,Developing yourmessage,Delivering yourmessage:speaking,Delivering yourmessage:writing,Keytakeaways,Additional resources,Agenda,41,communicationbasics,Use Answer-First structure,conveykey points immediately,providesolidlogic,use structureto leverag

65、e reader’stime,,Be concise,,Write well,,,,,,Source:BainPresentation Skills Workshop,Presentideaslogically, directly,and concisely.,Bain Writing Style,42,communicationbasics,Use theactivevoice,Use precise language,Use plain English,use real wordsinstead of jargon,Use appropriate grammar, spelling,and

66、 punctuation,To write well,observe fourguidelines:,Source:BainPresentation Skills Workshop,Clarityin Delivery:Writing Well,43,communicationbasics,Put theactorbeforethe action,passive:,“,The earnings of Company X were increased in 1997”,active:,“,CompanyX increased earningsin 1997.”,,Say whoacted,not just whatwas done,passive:“,Anewrecommendationhasbeenprepared.,”,”,active:,“,Thecommitteepreparedanewrecommendation.,”,”,,,,,,Source:JanisChanandDianeLutovitch,,ProfessionalWritingSkills,(SanAnselmo,