Transcript
ORGANIZATION
Closing (20%)
Summarize
Action steps and checks
Invite for questioning
Developing (70%)
Diagnose needs
Explore options
Suggest solutions
Opening (10%) Set Purpose
State benefit
PLANNING & PREPARATION-STRUCTURE
OPENING
DO'SGREETING
OBJECTIVESTORYPROCESS
DON'TSAPOLOGISEEMBARRASSREADSTART WITH A JOKE
Do’s
Don’ts
SUGGESTIONS ON OPENING
A Conventional opening
Humorous story
An incident, story, cartoon picture
A quotation, maxim, proverb
An inspiring value-added question
PLANNING & PREPARATION -STRUCTURE
BODY
✒ SEQUENTIAL
✒ NO "STATISTICS-OCEAN”
✒ SHIFT BETWEEN TOPICS
✒ QUESTIONS
✒ A/V SUPPORTS
✒ VERBAL
✒ NO "SLIDES - FLOOD"
DEVELOPING
Sequential order Chronological order Order of importance Question & answer method
Comparison & contrast Problem solving formula
–(Causes, Possible solution, Actions)
PLANNING & PREPARATION- STRUCTURE
CLOSING
✒ SUMMARY
✒ RESTATEMENT
✒ CALL TO ACTION
✒ QUOTE
✒ ILLUSTRATION
The EndSummary
P – MIX MODEL
Presenting Skills
• Body Language
• Use of Voice
• Visual Aids
Preparation
•Set objectives
•Analyse clients
•Diagnose Needs
•Organize Content
•Prepare Questions
Presentation MIX
Probing Skills
•Questioning
•Value-added questions
•Active Listening
People Skills
•Respect Esteem
•Show Empathy
•Get Involvement
•Share Rationale
PRACTICE
WHY
✏ BECOME FAMILIAR WITH TEXT & EQUIPMENT✏ REFINE IF REQUIRED
✏ BOOST CONFIDENCE
HOW & WHERE
✏ AUDIO/ VIDEO TAPE✏ MIRROR✏REHEARSE BEFORE "AUDIENCE”
PERFORMANCE
☛ VERBAL COMMUNICATION
☛ VOICE POWER
☛ NON - VERBAL
☛ A/V AIDS USAGE
☛ PROBING
☛ LISTENING
☛ METHODOLOGIES
PERFORMANCE- VERBAL COMMUNICATION
✇ SIMPLE
✇ SHORT SENTENCES
✇ NO JARGON
✇ AVOID " SPEECH - TICS ”
✇ BE AWARE OF "DOG WORDS”
✇ USE "RHYTHM"
PERFORMANCE - A / V AIDS
BENEFITSREINFORCEMENTCONVEYS INFORMATIONFACILITATES ENVIRONMENT
EFFECTIVENESSEXPECTATIONRETENTIONORGANISATION
PERFORMANCE- A / V AIDS
❁ COMPUTER
❁ OHP
❁ FLIP CHART BOARD
❁ WHITE BOARD
❁ AUDIO / T.V. / V.C.R.
❁ VISUALS
PRINCIPLES
1. Sufficiency Right amount of variety
2. Visibility Neither too detailed nor too small
3. Simplicity 1 visual for 1 idea; limit to 3-5 points
4. Consistency Same format, colour and header / footer
MANAGE NERVOUSNESS
Good preparation
Visual aids as memory prompts
Use of verbal skills
Use of non-verbal skills
Practice makes perfect
PRESENTATION
✼ Be confident & enthusiastic
✼ Be specific & sincere
✼ Use notes / cue cards
✼ Use humour appropriately
✼ Manage process & time
PERFORMANCE- PROBING
QUESTIONS STRENGTHEN A PRESENTATION
✤ OPEN PROBES
✤ CLOSED PROBES
✤ GENERAL QUESTIONS
✤ "PICK - UP" QUESTIONS
✤ "REDIRECTED " QUESTIONS
✤ RHETORICAL
✤ LEADING
SOME DON’TS WHEN ANSWERING
Don’t argue with anyone
Don’t allow one person to keep asking
Don’t say, “As I said ……”, “Anyone should know the answer of that ….”
Don’t put hands on your hips
Don’t point at the client
TIPS FOR ANSWERING
✤ Acknowledge question
✤ Listen for both content & intent
✤ Ask for clarification
✤ Answer clearly, specifically & briefly
✤ Check for understanding
✤ Support with evidences & data
PRINCIPLES
They are advanced open questions that require clients to:
Evaluate / Analyze
Speculate
Express Feelings
KP1 – ESTEEM PRINCIPLE
Treat the client as an important person.
Praise and compliment.
Show your appreciation
Be polite and courteous.
Be specific and sincere.
KP2 – EMPATHY PRINCIPLE
Think and feel client’s situation
Listen actively for facts and signs of
how the person feels
Respond to facts and show empathy for the client’s feelings
KPS – INVOLVEMENT PRINCIPLE
Ask for ideas, even when you have a good solution.
Use the client’s ideas whenever possible.
Avoid telling or demanding.
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