FIA3131

INTERPERSONAL
COMMUNICATION

INTERPERSONAL COMMUNICATION IN
THE WORKPLACE
[Part 2]
For this chapter, you will learn the following:

First Impression
Presentation
Skills
Attire Telephone Etiquette
 Informative
Types of presentation
Presentation - to report and
explain

Persuasive presentation
- to convince the audience
to buy your product or
Goodwill service,
presentations - to support your goals or
- to welcome/ concepts, or
praise/ reward - to change their minds or
attitudes.
BEFORE ANY PRESENTATION
BEGINS THERE IS A NEED TO KNOW
YOU AUDIENCE
 5

AUDIENCE ANALYSIS
 6

THE IMPORTANCE
➢To ensure the presentation is created and delivered in an
appropriate manner.
➢ Choose and develop a relevant, meaningful topic
➢ Help tailored effectively to tone, style, language and
content
➢To ensure that your objective is MATCHED=CONVINCED

Audience Analysis
 7

AUDIENCE ANALYSIS FACTORS

1. AUDIENCE EXPECTATIONS

➢ Include occasion, topic, and speaker.

• Occasion: will determined the topic (Graduation, Funeral,

Election)

• Topic: Formal vs Informal

• Speaker: Credibility
Audience Analysis
 8

AUDIENCE ANALYSIS FACTORS

2. KNOWLEDGE OF TOPIC
❑Never OVERESTIMATE the audience’s knowledge of a topic
- May not know certain jargons despite the audience
are from the same field

❑Never UNDERESTIMATE the audience’s knowledge of a

topic → speech that sounds condescending

- Give a BRIEF review of important terms and concepts

Audience Analysis
 AUDIENCE ANALYSIS FACTORS
9

3. ATTITUDE TOWARD TOPIC

➢The openness of the audience towards the topic

presented

➢Want to know how beneficial

➢NO stereotyping – E.g: Plastic surgery associates with

the Koreans and Thais
Audience Analysis
 AUDIENCE ANALYSIS FACTORS
10

5. AUDIENCE SIZE

➢ The larger the audience the more formal the presentation

should be.

➢ Language used to 10 persons is different from 100 people

➢ Large audiences often require that you use a microphone

and speak from an elevated platform.

Audience Analysis
 AUDIENCE ANALYSIS FACTORS
11

6. DEMOGRAPHICS
➢Include age, gender, religion, ethnic background, class,
sexual orientation, occupation, education, group
membership, and countless other categories.
➢A politician will use this method.
https://www.youtube.com/watch?v=OFPwDe22CoY
➢DON’T pander exclusively to interests based on
demographics – STEREOTYPING
➢For example: Based on the video, Obama did not cater
to one interest group. He knows that foreign student-small
village (folding into a larger group). Consequently, he is
JUST LIKE US
Audience Analysis
 AUDIENCE ANALYSIS FACTORS 12

7. SETTING
➢Can influence the ability to speak & to listen.
➢Such as the set-up of the room (both size and how the
audience is arranged), time of day, temperature, external
noises (lawn mowers, traffic), internal noises (babies crying,
hacking coughs)
➢May appear minor BUT will affect audience attention and
participation.
➢E.g: Tired after a meal and late in the day. If scheduled to
speak at 1:00 PM, a speaker may have more animation or
humor.
Audience Analysis
 AUDIENCE ANALYSIS FACTORS
13

8. VOLUNTARINESS
➢Voluntary = genuinely interested in what a presenter
has to say

➢Will assist in establishing how hard a speaker needs to

work to spark the interest of the audience.

➢Do you have any classes that you wish to skip and
must attend?

Audience Analysis
 AUDIENCE ANALYSIS FACTORS
14

9. EGOCENTRISM

➢Egocentric members : interested in things that directly

affect them or their community.

➢Able to show their audience why the topic they are

speaking on should be important to them.

Audience Analysis
Presentation skills are the skills you need
in delivering effective and engaging
presentations to a variety of audiences.
PRESENTATION FRAMEWORK
Introduction
Tell them what you are going to tell them

Body
Tell them

Conclusion
Tell them what you have told them
 Incorporating Visual Aids and Graphics

❖ Bringing visuals into a presentation adds colour,

literally and figuratively.

❖ The use of visual aids and graphics should be

chosen correctly with purpose and audience in
mind.

❖ Goal: (i) To support & enhance your presentation

(ii) To organise information clearly
 OR EQUIVALENT

DOS DON’TS
FONT Use a bigger font (minimum Use small font with a lot of
20pt) information
BACKGROUND Keep it simple Use fuzzy background
COLOUR Choose appropriate colour The colour of the font is unclear
especially for the font such as and can’t be differentiated
black with light coloured from the background
background
ANIMATION Use appropriately but not too Maximise the use of animation
much which leads to distraction
 IMAGES
(Photographs, drawings,
diagrams and videos)

TYPES INFORMATIONAL
GRAPHICS
(Tables, Charts, Bar
Graphs, Line Graphs)
A striking photograph can capture your audience’s attention
far more successfully than words can

To emphasize your main ideas or to accompany a

particularly important point

Two or three well-chosen photographs are more effective

than a dozen mediocre ones
To create clear, realistic depictions of objects under
discussion

Advantage: Omit unwanted details and portray only what is

relevant

Can clarify information by simplifying, enlarging or emphasize

key features
Simplified drawing

Can clarify information by

simplifying, enlarging or
emphasize key features

Eg: Shows how a three way switch is

wired – even though it isn’t actual wiring,
anyone conversant with electrical
symbols can understand the diagram
Video footage can create a sense of immediacy, especially
if your video includes sound.

Help your audience feel as if they are present at an important

event, connect with a person being interviewed, or better
understand a process

To take note: The length, content, relevance

 Informational graphics do not
provoke the same response that
images do but it helps to organize Horizontal: Boxhead
and simplify information.

Portray statistical
Team Won Lost
and other
New York 99 13
information for
Toronto 88 12
easy comparison
Boston 66 10

Tables are effective when you must

classify information and organize it
in categories.
Vertical: Stub
Typically used to
It clearly labels Usually read from top
portray the steps
each step and to bottom or left to
through which work
arrow indicate right with some depict
must ‘flow’ to reach a
the sequence a circular flow
completion
Looks like flowcharts with
labelled boxes and linked
by lines and arrows

Portray command within

businesses and show
authority with the most
powerful position at the
top
Timeline charts that depict
schedule of necessary
activities from start to finish
of a project

Y axis: Steps in project

X axis: the chronological
milestones

Some horizontal bars

representing the activities may
overlap. Therefore the date of
each bar should be specified
Useful for showing
numerical information in
percentages

The pie should include at

least 3 – 7 slices

A key must be provided to

identify what each slice
represents
Work well when you want
to show similarities and
differences in numerical
data.

Horizontal / vertical bars help

viewers to compare data from
different groups, different time
periods, and so forth.

Vertical bars:
Vertical axis: dependent variables
Horizontal axis: Independent variables
Horizontal bars (vice versa)
Line graphs show trends in
data.

Line graphs are usually

used to show trends in
data over time.
 FIA3131

INTERPERSONAL
COMMUNICATION

INTERPERSONAL COMMUNICATION IN
THE WORKPLACE
(TELEPHONE ETIQUETTE)
For this chapter, you will learn the following:

First Impression Presentation Skills

Attire Telephone
Etiquette
Basically refers to a set of rules
applied when people make calls to
others or when they are receiving
calls.
 MAKING CALLS PROFESSIONALLY
• Plan a mini agenda.
• Use a three-point
introduction.
1. Your name
2. Your affiliation
3. A brief explanation of
why you are calling
• Be concise & polite.
ENQUIRY ABOUT AN ORDER THAT HAS NOT BEEN DELIVERED
 BASIC STEPS HANDLING TELEPHONE CALLS:
1. learn about your telephone ahead of time
2. hold the telephone transmitter directly in front of your
mouth.
3. answer with your name and your affiliation
4. avoid side conversations while talking on the telephone.
5. place the caller on hold before discussing his/her situation
with your colleague.
6. do not eat or drink while talking on the telephone.
7. some organisations have a “three-rings policy”
 1. Listen

5. Compensate 2. Apologize &

the customers be Empathetic

4. Try to Solve
3. Understand
the Issue
 1. Listen

Ask the customer how

you can help them Use pen &
and listen to them paper to take
without interrupting note

Listening to the customers

will give us a clearer picture
and the customers will
definitely feel BETTER
 2. Apologize & Be
Empathetic

Apologize for the inconvenience caused,

especially if they are angry

Give a sincere apology and show

empathy

Assure the customers you will work to

solve the issue
 3. Understand

Take a look again at those notes you were taking

Knowing and understanding the details before

solving problems will help to focus on the
problem and save time
The customers will know that you are actively
thinking about their problem and are assisting
them
 4. Try to Solve the Issue

Offer explanation for the problem but not excuses!

It’s great if you have a definite solution. If you

do not, don’t make promises you can’t keep

“I’d love to help you with this issue”

vs.
“I’ll send you a new one by
tomorrow”
Take note: Never say ‘I don’t know’

Say ‘I’ll find out for you’ instead

Alternatives

Put the caller on hold and consult your manual or other

resources as quickly as possible

If you actually need to transfer them to another

department, let them know first
 5. Compensate the
customers

You may have to give them particularly special treatment

There are certain rules that you can’t break for a customer, offer
an alternative so that the customer still feels like he is still getting
what he wants
Eg.: Customer trying to get a discount on a sale that has
already expired
Vs.
“I’m sorry, the sale is “Gosh, really unfortunate timing. The sale ends
over, and we are no on January 3rd, but if you don’t mind waiting
longer offering that until March, we’ll have anniversary sale, and
discount.” you can get the item for 20% off. Would you be
willing to wait until then?