INSTITUTE OF SURVEY AND LAND MANAGEMENT COMMUNICATION SKILLS 2020

INTERVIEWS

Definition

An interview is an interaction between two parties to gain information in order to accomplish

a predetermined purpose. It is a frequently used tool of Communication. When both the
interviewer and the interviewee achieve their purpose, the interview is a success. An
interview must be well planned if it is to be effective.

THE INTERVIEW PROCESS

The five stages of the interview process are explained as below

1. Preparation
Firstly, determine the objectives of the interview. An example of such objective can be
to improve performance; to get up to date information about the performance of the
product etc.
Secondly, the interviewer should be aware of any unstated objectives the interviewee
may be bringing with him as a hidden agenda. Therefore the interviewer should be
flexible enough to listen and respond to interviewee’s input and questions.
Preparation may be made on the content of the interview which may be information that
needs to be gathered from the interviewee or topic under discussion.

2. Opening
The purpose of the interview should be clearly laid out or stated at the beginning or
opening of interview. This gives a clue to both parties as to why they are there and what
is expected of them.
Opening of interviews is critical because it sets the tone and climate of the interview. It
signals whether the interview will be friendly or hostile, formal or informal, relaxed or tense
etc.
Opening serves as an orientation function essential in motivating both parties to
communicate freely and accurately.
3. Conducting the interview
When conducting the interviews, ask the right questions and listen to the answers. Put
into consideration the following:
1) Questions asked should not confuse the interviewee, like plunging in damaging
questions or picking on isolated points. The interviewer must retain control over the
information gathering process.
2) Open questions like who? What? Where? When? Why? Should be used so that the
interviewees have to put together their own responses in complete sentences. This is a
lot more revealing than using closed questions, which invite yes or no answer.
3) The interviewer should not ask leading questions giving the interviewee ideas about
what the interviewer wants to hear. The response may be adjusted to impress the
interviewer. Leading questions like “Don’t you agree that………..
4) The interviewer must listen to evaluate the responses and judge what interviewee
wants to say, is trying not to say, is saying but does not mean or is lying about.

Communication Skills Notes Prepared by Mr. Francis B. Dulaney 2019-2020 Page 118
| Page
 INSTITUTE OF SURVEY AND LAND MANAGEMENT COMMUNICATION SKILLS 2020

4. Closing the interview

A statement which clearly indicates that the interview has winded up should be made.
Communication to the interviewee like “I will have a decision for you in a few days or I
will get back to you in…………….”

5. Follow up
Once the interviewee has left, the interviewer should do the following:
a) Assimilate the information gained (to fully understand an idea)
b) Determine any action required as a result of the interview
c) Make notes, or build notes up into a more complete record for the files
d) Initiate any actions agreed at or required by the interview, and monitor their
effectiveness as necessary.

TYPES OF INTERVIEWS

1. Employment interviews
Consists of a conversation between a job applicant and one or more representative of an
employer which is conducted to assess whether the applicant should be hired. The objectives of
these interviews are:
 To find the most suitable candidates for the job
 To give candidates sufficient information about the job and the Company so that they
can decide whether the job will suit them
 To test knowledge, skill and aptitude of the candidates
 To unearth the attitude, views, interests and enthusiasm of candidates towards the job
and the Company
2. Counseling interview
Counseling is very important because it develops employees, it provides insight and
understanding to the employees and it also promotes a trusting relationship. Through
counseling interview, employees are guided to appreciate their working conditions and
challenges.

3. Performance appraisal interview

The interviewer prepares questions which are asked to evaluate the performance of
employees. There is a need for the preparation of the performance appraisal. It is normally
done by the supervisor in the presence of the employee.

4. Disciplinary interview
This is common to Organizations where employees have been involved in any form of
misconduct. This may have been committed intentionally or not. A supervisor tries to correct
the behavior of an employee who has ignored the Organization rules and regulations; this can
even end up into the suspension of the employee.

Communication Skills Notes Prepared by Mr. Francis B. Dulaney 2019-2020 Page 119
| Page
 INSTITUTE OF SURVEY AND LAND MANAGEMENT COMMUNICATION SKILLS 2020

5. Radio and television interview

Senior officers in an Organization should give expert technical views or give reactions
to events affecting the Organization in situation where they are asked to talk about
Company development.
Often your views will be taken as being the views of the Organization, so great care and
discretion is needed in order not to omit the Organization to any course of action or
to disclose confidential information.

6. Persuasive interviews
A person tells another about a new idea, product and explains why the other should act on the
recommendations. The persuader asks about the other’s needs and shows how the product is
able to meet those needs.

7. Group interviews
Here, all the candidates or small groups of candidates are interviewed together. A group
interview is similar to a group discussion. A topic is given to the group, and they are asked to
discuss it. The interviewer carefully watches the candidates. He tries to find out which
candidate influences others, who clarifies issues, who summarizes the discussion, who speaks
effectively, etc. He tries to judge the behavior of each candidate in a group situation.

8. Panel interview
Panel means a selection committee or interview committee that is appointed for interviewing
the candidates. The panel may include three or five members. They ask questions to the
candidates about different aspects. They give marks to each candidate. The final decision will
be taken by all members collectively by rating the candidates. Panel interview is always
better than an interview by one interviewer because in a panel interview, collective judgment
is used for selecting suitable candidates.

9. Structured interviews
Here, every single detail of the interview is decided in advance. The questions to be asked,
the order in which the questions will be asked, the time given to each candidate, the
information to be collected from each candidate, etc. is all decided in advance. Structured
interview is also called Standardized, Patterned, Directed or Guided interview. Structured
interviews are preplanned. They are accurate and precise. All the interviews will be uniform
(same). Therefore, there will be consistency and minimum bias in structured interviews

10. Unstructured interviews

This interview details are not decided in advance. Hence it is also called as Non-Directed
interview. The question to be asked, the information to be collected from the candidates, etc.
are not decided in advance. These interviews are non-planned and therefore, more flexible.
Candidates are more relaxed in such interviews. They are encouraged to express themselves
about different subjects, based on their expectations, motivations, background, interests, etc.
Here the interviewer can make a better judgment of the candidate's personality, potentials,

Communication Skills Notes Prepared by Mr. Francis B. Dulaney 2019-2020 Page 120
| Page
 INSTITUTE OF SURVEY AND LAND MANAGEMENT COMMUNICATION SKILLS 2020

strengths and weaknesses. However, if the interviewer is not efficient then the discussions
will lose direction and the interview will be a waste of time and effort.

11. Follow-up interview

If you make it through the first interview, you may very well be called back for another, or
even a third. This could happen if employers are having a difficult time deciding between a
few candidates, or just to ensure you are the right person for the job. If you get a second or
third interview, it is your best chance to solidify your placement within the company. Often
you will meet with high profile people of the company, so be prepared for high levels of
stress. Be as professional as possible.

12. Stress interview

A stress interview allows interviewers to see how well you work under pressure. These types
of interviews can be a little cruel or hash, but it serves a point. These types of interviews may
include a variety of odd behavior, including being held in the waiting room for long
periods of time, posing offensive questions, being met with long silence or cold looks, just
to name a few. Verbal abuse is also fairly common. All of this just to see if you are able to
handle a stressful work environment and company culture. Here are some pointers to help
you keep your cool:

1. Stress interviews are meant to test your mental strength, not hurt your feelings. If you can
identify when you are in one, it will make it that much easier for you to shine.
2. Stay focused on expressing your point. Do not let the interviewer shake your confidence
or get in your head.
3. Stay calm at all costs and avoid rude responses to rude questions.

Conclusion

Employers conduct multiple interviews as a filtering or screening process. At each step,

candidates are eliminated from consideration until at the end only one person remains. Each time
you are invited back for a subsequent interview means you are one step closer to a job offer.

In all interviewing situations, the key to success is good preparation. The more effort you put
into preparation, the high chances of succeeding.

SKILLS REQUIRED OF INTERVIEWEES

1. Adequate interpersonal communication

In order to have effectiveness of communication there is need for mutual understanding
between the sender and the receiver of the message. This calls for adequate interpersonal
skills
2. Customer service
Organizations are interested in the workers who care for the continuity of the organization
which is done through customer care. This can be determined by testing the issues of time
Management skills, integrity, reliability and being dependable, having quick responsiveness
and being accessible.

Communication Skills Notes Prepared by Mr. Francis B. Dulaney 2019-2020 Page 121
| Page
 INSTITUTE OF SURVEY AND LAND MANAGEMENT COMMUNICATION SKILLS 2020

3. Education
The required qualifications and experience is normally indicated in the job advert. The
Interviewee should study all the requirements and update his Curriculum Vitae (C.V).
Most questions will be derived from the C.V and the application letter that would be
submitted by the applicant.

4. Communication skills
The ability of an interviewee to communicate effectively with the interviewer is an indicator
that the messages have to be passed on without any gaps (effective communication skills).
This calls for adequate listening skills, giving prompt feedback and ability to use the
written, oral and non-verbal Communication methods adequately.
5. Teamwork
The ability of the interviewee to work in a team is very important for the organization. This
means that the employee cannot work in isolation and therefore should be able to work with
others without unnecessary complaints.

N.B
The questions which may be raised by the interviewee may include the following:
1. Are there any opportunities for further studies (career development)
2. Does the company have on the job training for the staff
3. How does the company motivate its staff
4. What does the company base on to promote its staff
5. What expectations do you have from someone in this role in the first three months.
6. What specific challenges are associated with this role
7. What qualities do you think would help me excel in this position
8. How would you describe the working culture in this company

PREPARING FOR AN INTERVIEW

GUIDELINES FOR THE INTERVIEWER

i. Plan i.e. determine what is needed from the interviewee e.g. knowing whether he has the
ability, skills and interest in the job this is done by asking questions which are relevant.
Generate a list of suitable questions to ask.
ii. Prepare a quiet place for the interview; the room must be free from noise and any other
form of interruptions.
iii. Put the interviewee at ease: this can be done by asking some friendly questions which are
not related to the purpose in order to create friendliness and wipe out fear from the
interviewee
v. Allow the interviewee to do most of the talking to enable him/her unleash the required
information
vi. The interviewer should guide the interviewee through the plan. This is done by asking
specific questions and ending answers when you have got the information you need. The
interviewer must also handle moments of silence
vii. Listening; the interviewer should listen and make it apparent that he/she is listening. He
should use facial expressions (non-verbal) to show it.

Communication Skills Notes Prepared by Mr. Francis B. Dulaney 2019-2020 Page 122
| Page
 INSTITUTE OF SURVEY AND LAND MANAGEMENT COMMUNICATION SKILLS 2020

viii. Jot down information either during the interview session or soon after for record
Purposes.
ix. End the interview perhaps with the finalizing question.
x. Invite the interviewee to ask questions for clarifications.
xi. Probe the information given in the C.V

GUIDELINES FOR THE INTERVIEWEE

a) Keep time and reach in the place before time so that you can get time to concentrate and
announce your presence or register or even relax.
b) Organize your academic documents before entering the interview room.
c) Look at the copy of your application letter and study the details on your CV
d) Study the information in the advertisement and further information like job specification.
e) To prepare; the interviewee should anticipate questions likely to be asked and form
answers (making research about Organization) like
 The owner of the company, and when it was established (its history)
 Details of the Organization like what it does, its products it offers
 The mission and vision of the company
 Companies that form the organization e.g. Mukwano group of companies
f) Make an appropriate appearance; appropriateness varies with the situation e.g. dressing
and facial expression, smartness, hands and finger nails, shoes. Wear clothes in which
you feel smart but comfortable and which are impeccably clean, trim your hair.
g) Show interest for example at the interview and pay attention (make an eye contact to
the interviewer).
h) Prepare a set of intelligent questions
i) Be attentive and listen
j) Be clear about why you want that particular post and why you picked interest in that
organization. Employers are interested in people who can express definite views on why
they are seeking to work for them in that specific post rather than simply getting a job.
k) Be prepared to answer any question fully about yourself, your past, your ambitions
for the future (long term plans)
l) Ask some questions at the end especially if you are given an opportunity. Never say “I
don’t have any question”
m) Be audible and articulate issues with confidence and avoid using jargons.
n) Switch off your phone before entering.
o) Be courteous (show politeness) say thank you at the end of the interview.

LISTENING

Definition

Listening is the absorption of the meanings of words and sentences by the brain.

Or Listening is a skill of grasping both facts and feelings to interpret the genuine content of a
message.

Communication Skills Notes Prepared by Mr. Francis B. Dulaney 2019-2020 Page 123
| Page
 INSTITUTE OF SURVEY AND LAND MANAGEMENT COMMUNICATION SKILLS 2020

Hearing refers to the ability to perceive sound by detecting vibrations through the ear, whereas
listening requires more than that: it requires focus, concentration so that the brain can process the
meaning from words and sentences.

Listening means paying attention not only to the story, but how it is told, the use of language
and voice, and how the other person uses his or her body. In other words, it means being aware
of both verbal and non-verbal messages. Your ability to listen effectively depends on the degree
to which you perceive and understand these messages .

N.B: The difference between listening and hearing is that hearing is physical while listening
involves following and understanding the sound i.e. hearing with a purpose.

Differences between Hearing and Listening

Hearing Listening
Hearing is the act of perceiving sound & receiving Listening is the act of hearing a sound and
sound waves or vibrations through your ear. understanding what you hear.
Hearing is one of the five senses & it just happens Listening Requires concentration so that your
all the time whether you like it or not unless you brain processes meaning from words and
have a hearing problem sentences.
Hearing is a skill where you use your ears only. Its Listening uses different senses, like the sense
one of the five senses. Uses one sense. of hearing, seeing, or sense of touch.
Concentration is not required Concentration is required
Receipt of message through ears. Interpretation of the message received by ears.

Importance of listening
Gain Information

Listening enables you to acquire facts so that you can make decisions that benefit your business
or organization. By listening to a job applicant in an interview, for example, you might discover
his attitudes toward the profession, performance in previous jobs and information not detailed on
his resume (C.V).

This additional insight can help you decide whether the applicant is a good fit for your company.
A supervisor who listens to an employee’s complaint about a health risk on the job might reduce
injuries and enhance job performance.

Develop Trust

Listening is essential to building trust. If one member of a team doesn’t listen to instructions, an
entire project might fail. To develop trust, pay attention to verbal instructions and deadlines.
Listen for statements a coworker might make regarding his own strengths and weaknesses as it
relates to a project, so that you can collaborate in a way that maximizes each other’s strengths.

Communication Skills Notes Prepared by Mr. Francis B. Dulaney 2019-2020 Page 124
| Page
 INSTITUTE OF SURVEY AND LAND MANAGEMENT COMMUNICATION SKILLS 2020

Maintain Reputation

The reputation of a business or company depends upon listening skills. If you fail to listen to a
customer, for example, the customer might not receive the service or product she expected.
When this occurs repeatedly, it can tarnish the company’s reputation.

Reduce Conflict

Listening can reduce conflict. A conflict can arise when an individual feels misunderstood or
mistreated. For example, if you fail to listen to instructions and your coworker does the task you
were supposed to perform, the coworker might be unhappy with you. Pay attention to nonverbal
cues, as well. If an individual’s facial expressions, gestures or behavior contradict her words, ask
questions to find out what she really means.

Motivate Employees

A manager can improve morale and productivity by understanding what motivates for each
employee. Listen to employees to discover what aspects of the job they find most rewarding and
challenging. Don’t expect to understand an employee’s needs from a single conversation. Continue
to be an attentive listener so that the employee knows you are sincerely interested in what she has to
say.

Communication Skills Notes Prepared by Mr. Francis B. Dulaney 2019-2020 Page 125
| Page
 INSTITUTE OF SURVEY AND LAND MANAGEMENT COMMUNICATION SKILLS 2020

TECHNIQUES FOR EFFECTIVE LISTENING

Definition of effective listening

This is actively absorbing the information given to receiver by the speaker, showing that the
receiver is listening, interested and providing feedback to the speaker so that he or she knows the
message was received.

Effective listeners show speakers that they have heard and understood.

Techniques for effective listening/qualities of good listener/Steps to effective listening

1. Establish eye contact with the speaker

Studies show that listening has a positive relationship with eye contact. Talking while the
speaker is speaking interrupts your brain and adds distraction to the speaker.

Don’t get so involved in taking notes that you fail to often look at the speaker. The speaker’s
gestures, movements and facial expression are often an important part of the message. Therefore
the better eye contact you have with the speaker, the better you will listen.

2. Avoid pre-judgment/ don’t be biased

Never pre-judge the speaker because of appearance, occupation and do not make any conclusions
before hearing what he or she is saying. Remember you cannot evaluate the importance of the
message from the speaker until you have heard it.

One may be biased about people from a certain region

3. Extra key points

Pick out and repeat to yourself key words and phrases to help you fix in your mind what is being
said. Take notes effectively but do not attempt to write everything down. Effective listeners
focus on ideas.

If you have been given an article, circle or highlight the most important points.

4. Block out distractions

Fight distractions and other competing thoughts if you are to be a good listener. Everyone one has
mannerisms. Unfortunately, some mannerisms are negative or distractive like playing with a rubber
band or some other objects, reading a paper, continually looking at your watch, face booking etc.

Such things hinder the speaker, divert the attention of listeners and prevent you from being the best
listener you can be.

Communication Skills Notes Prepared by Mr. Francis B. Dulaney 2019-2020 Page 126
| Page
 INSTITUTE OF SURVEY AND LAND MANAGEMENT COMMUNICATION SKILLS 2020

5. Avoid emotional involvement.

When you are too emotionally involved in listening, you tend to hear what you want to hear but
not what is actually being said. Try to remain objective, open minded and keep your mind
focused on the message.

6. Empathy

Put yourself into the speaker’s position and allow yourself to feel what it is like to be when him
or her at that moment. When the speaker feels sadness, express sadness, if joyful, express joyful.
All these feelings should be conveyed through facial expressions and words hence effectiveness
as a listener is assured.

7. Judge content not delivery

You must appraise the content and not the speaker. Weigh the merits of what the speaker is
saying. Focus on the main issues to see whether they have some sense in them.

However there are times when you have to judge the speaker like on job interviews, speech
contests etc. Here judgment of the speaker is important.

8. Give regular feedback

Listeners should let the speaker know they are listening by asking questions or by reaffirming or
restating the message of the speaker. Or just nod and show your understanding through
appropriate facial expressions and an occasional well-timed “hmmm” or “uh huh.”

Reasons for poor listening/Causes of poor listening

1. Not paying attention to the presenter

Some people lack concentration in their listening and therefore they are not able to grasp the
message. If the listener does not have a good sitting posture, talking while the speaker delivers
the message and lacks full concentration on the message, this leads to poor listening and hence
missing the message.

2. A hostile audience

The audience may be hostile to the presenter. This may be in form of noise, booing and
destabilizing the presenter in many ways. In such a case it means that the audience will not be
able to concentrate on the message.

3. Lack of respect for the presenter

If the listeners do not have respect for the presenter, they may not pay full attention. This may
also be because the presenter is boring or is known for telling lies.

Communication Skills Notes Prepared by Mr. Francis B. Dulaney 2019-2020 Page 127
| Page
 INSTITUTE OF SURVEY AND LAND MANAGEMENT COMMUNICATION SKILLS 2020

4. Use of the language not common to all

The presenter may use the language which is not common to the audience. This means that the
listener will not be able to concentrate on what is said since the he or she will not have full
understanding of the message.

5. Passive versus active behavior

A passive listener does not do any active activity. Active activities include the nod of the head,
shaking of the head, asking questions, taking down some notes etc. Failure to do this means that
the person is not an active listener

TYPES OF LISTENING

1. Informative Listening

Informative listening is a type of listening that is used all the time with primary concern to
understand or absorb a message from someone or speaker. The key at this stage is to pay
attention. Much of our learning comes from Informative Listening.

For example we listen to lectures or instructions from teachers and what we learn depends on
how well we listen. In the workplace, we listen to understand new practices or procedures and
how well we perform depends on how well we listen. We listen to instructions, briefings, reports,
and speeches; if we listen poorly, we aren’t equipped with the information we need.

How much you learn from informative listening depends on how well you listen and concentrate
on the central message. The three key variables related to Informative Listening are:
 Vocabulary: Increasing your vocabulary will increase your potential for better
understanding.
 Memory: Memory is an especially crucial variable to informative listening; you cannot
process information without bringing memory into play because the info has to be
recalled later
 Concentration: Concentration requires discipline, motivation, and acceptance of
responsibility.

2. Appreciative listening

Appreciative listening is the kind of listening where the listener aims to perceive information
which he may appreciate or help him meet his goals and needs. Appreciative listening is used
when a person listens to something he enjoys.

It includes listening to music for enjoyment, to speakers because you like their style, to choices
on television, radio etc. This means that what defines appreciative listening for one person may
not be the same for another person.

Communication Skills Notes Prepared by Mr. Francis B. Dulaney 2019-2020 Page 128
| Page
 INSTITUTE OF SURVEY AND LAND MANAGEMENT COMMUNICATION SKILLS 2020

3. Critical listening

Critical listening means engaging in what you are listening to by asking yourself questions such
as ‘what is the speaker trying to say?’ ‘What is the main argument being presented?’ The main
goal of this type of Listening is to evaluate or scrutinize what is being said. This type of listening
allows us to evaluate information in order to form an opinion. During this process, you're both
listening and analyzing, simultaneously. Whereas Informational Listening maybe concerned
mostly with receiving facts or new information, Critical Listening is about analyzing opinion and
making a judgement.

4. Discriminative listening

Discriminative listening is the most basic type of listening. It means being able to discern the
different types of sounds. If you cannot tell the difference between sounds, then you can't tell
what those differences are meant to express or sense of meaning that is expressed by such
differences. That's why people can't speak another language perfectly because they are not able
to differentiate the light sounds that make that language different from their own. If you can't tell
the subtle differences in emotional tones in someone's voice, you would have trouble
understanding their emotions behind whatever it is they are saying.

5. Empathic listening

Emphatic listening also called Active listening or Reflective listening is defined as a way of
listening and responding that improves mutual understanding and trust between parties. It is an
essential skill for third parties and disputants as it enables the listener to receive and accurately
interpret the speaker’s message, and then provide an appropriate response. The response is an
integral part of the listening process and can be critical to the success of negotiation or
mediation.

Here is a list of benefits that arise through empathic listening.

1. Builds trust and respect.

2. Enables the one in need to release his/her emotions.
3. Reduces tensions.
4. Encourages the surfacing of information.
5. Creates a safe environment for sharing and problem solving.
6. Enables the disputants to release their emotions

Communication Skills Notes Prepared by Mr. Francis B. Dulaney 2019-2020 Page 129
| Page
 INSTITUTE OF SURVEY AND LAND MANAGEMENT COMMUNICATION SKILLS 2020

THE BASIC STAGES OF LISTENING PROCESS

1. Receiving

This is the first and most basic stage of the listening process: the act of actually absorbing the
information being expressed to listener or receiver, whether verbally or non-verbally. Not all
communication is done through speech, and not all listening is done with ears. This stage
actually involves hearing (process of perceiving sound by detecting vibrations as they hit the
eardrum) and attending (process of accurately identifying and interpreting particular sounds we
hear as words).

To effectively gather information through listening, we must first be able to physically hear what
we are listening to. The clearer the sound, the easier the listening process becomes. Paired with
hearing, attending is the other half of the receiving stage in the listening process. Attending is the
process of accurately identifying and interpreting particular sounds we hear as words. The
sounds we hear have no meaning until we give them their meaning in context. Listening is an
active process that constructs meaning from both verbal and non-verbal messages.

No matter how you’re communicating with another person, the key at this stage is to pay
attention. Focus all of your energy on the message, by following these simple tips:

 Avoid distractions. This is obvious. Don’t have your cell phone out, or your iPod in, or the
television on. Don’t try to divide your attention between the speaker and something else.
You might think you’re good at multi-tasking, and perhaps you are, but demonstrating a
commitment to the act of listening will make you a more respected person among your
peers.
 Don’t rehearse your response. Not yet. At this stage, your job is only to listen. If you start
to plan a speech while the other person is speaking, you’re going to miss certain points and
not be able to respond to their larger message when it’s your turn to talk.

2. Understanding

This is the second stage in the listening process where the listener determines the context and
meanings of the words that are heard. Hence being essential to understanding the speaker’s
message or sentences

Once the listeners understand the speaker’s main point, they can begin to sort out the rest of the
information they are hearing and decide where it belongs in their mental outline. For example, a
political candidate listens to her opponent’s arguments to understand what policy decisions that
opponent supports. Before getting the big picture of a message, it can be difficult to focus on
what the speaker is saying.

Communication Skills Notes Prepared by Mr. Francis B. Dulaney 2019-2020 Page 130
| Page
 INSTITUTE OF SURVEY AND LAND MANAGEMENT COMMUNICATION SKILLS 2020

You can do this by asking questions, or rephrasing parts of the speaker’s message. This allows
you to demonstrate your active engagement with their words, and help you better understand
their key points or speaker’s message.

3. Remembering

What good would it do in a conversation if you forgot everything the speaker had just said? This
stage of the listening process might seem very similar to the first two, but it goes beyond merely
absorbing and processing information.

Remembering stage occurs as the listener categorizes and retains the information she or he is
gathering from the speaker for future access. The key component in this stage is Memory.
Memory is the ability of an organism to record information about things or events with the
facility of recalling them later. This happens both during and after the speaker’s delivery.

Memory is essential throughout the listening process. We depend on our memory to fill in the
blanks when we are listening and to let us place what we are hearing at a moment in the context
of what we have heard before.

Remembering is about retaining the information perceived, and the most effective way to do so
in an important conversation is to move the key elements of a message from your short-term
memory, and into your long-term memory.

There are numerous methods for doing this:

 Make the message familiar. Relate that main idea to something you already know. This
should be easy to do – there aren’t many new ideas out there, and chances are the discussion
you’re having will trigger old memories and past experiences. Use those to help you retain
incoming information.

4. Evaluating

This is the stage during which the listener critically assesses the information she or he has
received from the speaker. Evaluating allows the listener to form an opinion basing on what
he or she has heard and begin to develop a response.

During the evaluating stage, the listener determines whether or not the information she or he has
heard and understood from the speaker is well constructed or disorganized, biased or unbiased,
true or false, significant or insignificant

The listener also ascertains how and why the speaker has come up with and conveyed the
message that is delivered

Communication Skills Notes Prepared by Mr. Francis B. Dulaney 2019-2020 Page 131
| Page
 INSTITUTE OF SURVEY AND LAND MANAGEMENT COMMUNICATION SKILLS 2020

It’s at this stage where listener can begin to prepare for his or her response, but remember: you’re
still a listener, not a speaker. After interpreting the speaker’s message, through a combination of
understanding, retention (remembering), and evaluation, you’re ready to form a response.

5. Responding

The responding stage is the stage of the listening process where the listener provides verbal or
non-verbal reactions to the speaker’s message based on short-or long-term memory. Following
the remembering stage, a listener can respond to what she hears either verbally or non-verbally.
Non-verbal signals can include gestures such as nodding, making eye contact etc.

If you’ve completed the receiving, understanding, remembering, and evaluating portions of the
listening process, responding should be easier than ever. The listener will be prepared to address
the speaker’s most important points, with an awareness of the circumstances and context
surrounding their words.

It’s important to understand the transition between listening and speaking though, and be aware
of the ways responding is still a part of the active listening process. When a listener responds
verbally to what he or she hears, the speaker/listener roles are reversed.

 Addressing the speaker’s points. It will make it easier for the speaker to transit into a listener
when they know exactly what part of their message you’re addressing.

N.B

While each stage seems like a lengthy process, this all happens in a very short amount of time,
and should feel natural during a conversation. All you’re doing by practicing these tips is making
yourself more conscious of the way you communicate, and the bad habits you should avoid in
listening process.

Listening is the most important part of communication, because if you fail to understand the
message being expressed to you, you will also fail in providing a substantial and meaningful
response. This is the root cause of many arguments, misunderstandings, and complications,
whether at home, school, or work.

Being able to take control of the listening process will turn you into a better communicator,
overall.

SPEAKING SKILLS

Definition of Speaking
Speaking is the action of conveying information or expressing one’s thoughts and feelings in
spoken language
OR to give a formal talk to a person or group of people

Communication Skills Notes Prepared by Mr. Francis B. Dulaney 2019-2020 Page 132
| Page
 INSTITUTE OF SURVEY AND LAND MANAGEMENT COMMUNICATION SKILLS 2020

ELEMENTS OF AN EFFECTIVE SPEECH WRITING

1. Prepare Speech according to its Purpose

It’s important that you analyze the purpose of your speech then go ahead to categorize it; is it
meant to motivate or entertain, is it going to be informative or persuasive. If it is informative
then you ought to be equipped with the facts and figures, if it is persuasive then prepare
arguments in defense of certain promises and conclusions.

2. Analyze your audience

Investigate the audiences’ interests and needs, is the audience open minded? How much do
the audiences know about the subject, what are their expectations? Analyze the ethnic
groups, social set up and the entire demographic set up of your audience.

3. Develop ideas and an outline

Develop ideas in line with the speech purpose and jot them down in an outline structure format.
This structure should be in line with the time allocated. Decide on the style to use like incase
the audience is small you could deliver your speech casually, but if the event is important go
formal. Edit your speech to make it clearer and more compelling.

4. Introduction
Your speech should begin with anything that could catch the audience’s attention, like
introducing your credentials, expertise on the topic you are going to talk about.
You could lose your audience’s willingness to listen to you if your introduction is not well
thought and calculated.

It is important in your introduction to build credibility and a good relationship with the
audience. The introduction should also summarize your basic message before you move to
the body.

5. The body
This is where the bulk of your speech is presented. Your research now comes in handy; you
quote your facts and support your arguments.
Make your points as clear as possible, if necessary use visual aids. Have a logical flow of
your arguments. Keep your strongest and most persuasive points at the back of your mind.
Keep your examples at a personal level, its better you tell your personal story.

6. The conclusion
This is the easiest part of a speech to be remembered by the audience. Let your audience
know that you are finishing your talk by announcing clearly, ‘in conclusion’.
When summarizing, reinstate the main points of your speech and end it on a positive note
using a memorable quote “ like now is the time to change your history”, or challenge the
audience to take action on what you have spoken, or end with question that leaves audience
thinking and so on.

Communication Skills Notes Prepared by Mr. Francis B. Dulaney 2019-2020 Page 133
| Page
 INSTITUTE OF SURVEY AND LAND MANAGEMENT COMMUNICATION SKILLS 2020

CHARACTERISTICS OF A GOOD SPEECH

Clear
Clarity is the first major characteristic of a good speech. A speech should be clear and unambiguous
so that the audience can understand it easily. If it is not clear enough to express its meaning to the
audience, it will become ineffective. If the audience does not instantaneously grasp your message,
you have failed as a speaker.

Like an informal talk

A good speech is closer to a personal and informal chat between two intimate friends. When you
Speak, there should be a perfect rapport between you and your audience. Though speech is a formal
address, it should be presented in a personal and informal way.

Vivid and concrete

Abstractions kill a speech. So make your speech vivid (producing a very clear picture in mind).
Include in it concrete (based on facts not guesses or ideas) facts easy to comprehend and
visualize.

Be brief or Conciseness
The concentration of an average audience does not last more than fifteen or twenty minutes.
Ideally, your speech should not be longer than this, unless the audience is motivated to know
more. Include only a few points in your speech and elaborate them at some length. The audience
becomes impatient with a long speech. Hence, speech should be as concise as possible. However, it
should not incomplete.

Should be interesting
A speech should be delivered in an interesting and pleasing way so that the audience is motivated to
pay attention. In order to make the speech interesting, various stories, examples, quotations, and
jokes can be cited. Quotations should be from accepted authorities. They should be familiar but
not worn out.

Audience-Oriented
Speech is delivered to a specific audience. So the speaker should actively consider the expectations,
interest, and nature of the audience.

Use of Body Language

Good Speech goes with necessary body language. Therefore, at the time of delivering a speech, the
speaker should use various nonverbal cues.

Speaking Slowly
An ideal speech is one that is delivered slowly and in the usual tone. It helps the audience to hear
and understand the message clearly.

Definiteness of Message
The message of the speech should be definite and relevant to the subject matter.

Communication Skills Notes Prepared by Mr. Francis B. Dulaney 2019-2020 Page 134
| Page
 INSTITUTE OF SURVEY AND LAND MANAGEMENT COMMUNICATION SKILLS 2020

QUALITIES OF A GOOD SPEAKER

Be Organized

Your speech should have a clear organizational structure with an engaging introduction and
a concise ending.

Be Prepared

Know your material. Use clear notes but do not read your speech. Practice your presentation
always. If you are speaking, whatever topic you have been asked to cover, it is important that you
are well prepared and can captivate your audience. While rehearsing, try to vary your
presentation in whatever way you can because a monotonous way of speaking might bore your
audience.

Confidence

Start with a strong initial sentence. Emphasize your unique strengths. Do not apologize for your
lack of knowledge or your English. If you lack confidence in yourself the audience will perceive
and lose confidence in you too. Be thoroughly prepared and familiar with your material;
preparation creates confidence. Pause occasionally, never be afraid to stop speaking for a
moment. Speak at a normal, slow rate. Do not rush.

Engage your audience

Start your presentation with a smile; you will put your audience at ease. Talk to your audience.
Make eye content. Look at them. Do not talk to the back wall, the table or your notes. Find a few
friendly, encouraging faces in the different parts of the audience and talk to them. Ask them
questions to monitor involvement. Check to see if the audience is involved and interested.

Speak Clearly

Be sure that your talk or speech is clear to the audience. Make short, simple and specific
statements. Practice ensuring that your voice is heard. Make sure that your speech includes
smooth transitions from one point to the next. Use visual support to illustrate and clarify difficult
points. They complement oral/verbal presentation.

Stay Enthused
Communicate your own interest and excitement about your topic. Have passion about your
subject. Change your voice tone and rate of speech to emphasize particular points i.e. when
something is important, say it slower and louder.

Unique messages and ideas

One of the qualities of a good public speaker is the ability to deliver a unique message. Audiences
don't want a repeat of something that they have heard before. They want to hear a fresh new
perspective and want a new take on things. Giving them a fresh perspective and a unique message
can make your entire talk seem more empowering and impactful.

Communication Skills Notes Prepared by Mr. Francis B. Dulaney 2019-2020 Page 135
| Page
 INSTITUTE OF SURVEY AND LAND MANAGEMENT COMMUNICATION SKILLS 2020

Communication Skills Notes Prepared by Mr. Francis B. Dulaney 2019-2020 Page 136
| Page
 INSTITUTE OF SURVEY AND LAND MANAGEMENT COMMUNICATION SKILLS 2020

Make Complex Simple

One quality good speakers possess is the ability to make even the most complex of theories simple.
Remember that your audience might not even know the basics of what you are talking about, and
you should draft your speech in a way that allows them to understand everything from the very
beginning.

Open to questions
Public speakers often shy away from questions because they don’t want to know immediately how
the audience perceives the talk that they are giving. This, however, reduces engagement with the
listeners. One important point in public speaking is to always be open to questions so that you can
engage more with your audience.

COMPONENTS OF A SPEECH

Introduction

The introduction should get the audience’s attention, describe the topic, state the purpose and
give an overview of the speech and its main points. Open with a detailed map of your speech,
giving good directions in the beginning will save your audience from getting lost along the way.

Main points

Thinking of the main points rather than a body can help the speakers remember to keep it simple.
A restless audience may not have patience for the predictable, orderly progression of concrete
details and commentary.

Conclusion

The conclusion should summarize main points and state a strong thesis. Remember your listeners
may not put everything together on their own, so you should make it easier for them by
summarizing your argument and reviewing central ideas in the conclusion

Transitions

A transition is a change or shift from one topic to another. Speakers can emphasize transition
points with visual aids, body language, vocal delivery, and transitional words and phrases.

Assignment Four: Students should write down a handover Ceremony Speech of his or her choice

Communication Skills Notes Prepared by Mr. Francis B. Dulaney 2019-2020 Page 137
| Page
 INSTITUTE OF SURVEY AND LAND MANAGEMENT COMMUNICATION SKILLS 2020

TYPES OF SPEECHES
We speak differently basing on topics, events, time, purpose or even content to be delivered.
Other speakers also put into consideration the age and sex of the audience. Politicians campaigns
cannot speak like pastors in churches, burial speeches cannot be the same speeches at parties or
happenings.

Therefore, our speeches differ, it can be the same person speaking but the formulae or pattern of
word selection and phrasing may totally differ basing on the topic in question.

1. Persuasive speeches
Under this type, speakers aim at making the public accept or see positivity in what the
speaker is speaking
 Speakers aim at changing interests or attitudes of the audience so that to make the
audience follow or accept their views, opinions and ideas.
 Persuasive speakers usually use loud and clear voices for example, politicians
campaigning or political rallies, pastors in churches, advertisements for different products
or happenings.
 These speakers always emphasize the main topic to remind the public of the main theme.
 They aim at competing others e.g. preachers these days have a big task of persuading the
followers not to migrate to other churches, politicians fight through to make all
the supporters more comfortable with their parties.

2. Informative speeches
These are meant to pass on information/education or news. The Speaker should use clear and
easy language because people ought to understand what you are informing them about.
Information speeches could take the example of a lecturer teaching in class, sensitizing the
population about something like disease outbreaks in the community, immunization for
children, informing the community about a meeting due to take place.

It can also be giving instructions on how something is supposed to be done or sharing

information like in orientation for freshers at Institutions where they are given tips about the
Institution and how best to succeed during their stay at the Institution, they are told about
security, health, accommodation, academics, administration, tuition etc.

3. Courtesy speeches
Courtesy speeches are the easiest to make as they come automatically based on the celebrant
(person celebrating something or an achievement). However, they are the hardest to
perfect since they cannot be practiced unless written.

Communication Skills Notes Prepared by Mr. Francis B. Dulaney 2019-2020 Page 138
| Page
 INSTITUTE OF SURVEY AND LAND MANAGEMENT COMMUNICATION SKILLS 2020

These speeches call for happiness, joy, celebrating, laughter, and smiles to the audience,
speaker and other participants. These can be made on:
i. Introduction ceremonies
ii. Birthday parties
iii. Graduation parties
iv. Anniversaries in marriages
v. Celebration of victory

The speaker or all speakers are expected to express joy and utmost happiness as nobody is
expected to be sad on this day. In these speeches, the speakers are supposed to say the truth
at least 90% not like in persuasive speeches when speakers can lie to the public as much as
they can, for example Politicians always promise their voters whatever comes to their mouth
without reasoning, but surprisingly very few people doubt such speakers.

4. Eulogy speeches
Eulogy speeches are a piece of writing praising something very much. These speeches are
usually made at burial ceremonies.
 The speaker is supposed to entirely appeal to the emotions of the audience for example,
be sad and express sorrow on your face
 Avoid making jokes that can cause laughter in the audience
 Say the good things you know about the deceased. However the bad side of the coin keep
it to yourself unless called for or asked to be told to the public
 The voice of the speaker is expected to be as low as possible to indirectly call for
attention from the public rather than telling them to keep quiet
 Be brief and clear but straight to the point. For example, if it is talking about the good
things that the late did for you, ignore counting penny items or every time as the public
never benefited out of whatever you are mentioning and they came for burial but not
conversations.
 Don’t laugh amidst making your speech as people will judge or consider you to be mad
or insane or both.
 At least you should use the words that connect the late to God even when you know the
truth that he/she was a thief, a prostitute, a robber, a murderer, a witch etc.

HOW TO DEAL WITH A HOSTILE AUDIENCE

1. Listen carefully to the question and repeat it loudly

Make sure you understood the question correctly and that your audience knows the
question to which you are responding to. This will cool down the tempers of the audience
2. Give direct answers
Look directly at the person asking the question, give simple answers to simple questions.
If the question demands a lengthy reply, agree to discuss it later with anyone interested.
3. Refer to your speech
Whenever possible, tie your answer to a point in your speech. Look upon these questions
as a way to reinforce and clarify your presentation.

Communication Skills Notes Prepared by Mr. Francis B. Dulaney 2019-2020 Page 139
| Page
 INSTITUTE OF SURVEY AND LAND MANAGEMENT COMMUNICATION SKILLS 2020

4. Anticipate areas of questioning

Prepare factual support material in three or four areas in which you anticipate questions.
This will satisfy the audience incase their questions are targeted in those particular areas.
5. Be friendly
Always keep your temper because a cool presentation creates some level of confidence.
When the questioner is hostile respond as if he or she were a friend. Any attempt to put
down your questioner will immediately draw the audience’s sympathy to the questioner.
6. Always tell the truth
You need to respect your audience and not tell them lies. Always tell the truth. Play it
straight, even if your position is momentarily weakened.
7. Asking two or more questions
Incase two or more questions are asked at the same time, you should write them down
and respond to them one by one. Keep calm and do not respond rudely.
8. Don’t point at the audience
It is rude to point fingers at your audience and therefore, this should always be avoided
9. Conclude smartly
Prepare appropriate closing remarks. End with a summary statement that wraps up the
essential message you want them to remember. A good presenter will always give a wrap
up of the presentation.

STAGE FRIGHT

Stage fright means the uneasiness or anxiety (state of feeling nervous or worried that something
bad is going to happen) which one gets from the fear of speaking to the audience. This may be
due to lack of confidence in oneself, lack of experience of talking to people and lack of
knowledge of the content etc.

Causes of Stage Fright

Panic
Some people become nervous when they stand before the audience this may be due to too much
fear and panic.

Lack of adequate preparations

Lack of adequate preparations for making a presentation leads to the speaker feeling nervous,
being disorganized, choosing wrong title or topic not suitable for the audience.
Adequate preparation helps the presenter to be organized and deliver a selling presentation.

Making un coordinated movements

The movements made by the presenter can lead to nervousness if the presenter cannot coordinate
them well. This maybe as result of using notes for the presentation and if they are left on a
lectern (stand for holding notes, books etc. very common in churches), it may make the presenter
fail to coordinate the next point.

Lack of confidence
Some people lack self-confidence and therefore they become nervous when they are asked to
present before an audience. This may be a result of having had a bad experience in the past

Communication Skills Notes Prepared by Mr. Francis B. Dulaney 2019-2020 Page 140
| Page
 INSTITUTE OF SURVEY AND LAND MANAGEMENT COMMUNICATION SKILLS 2020

where they got discouraged. A student who is told is useless and cannot do anything good may
not have the courage to perform before an audience.

Hostile audience
The presenter maybe faced with hostile audience and end up feeling nervous. In case the research
about the audience clearly indicates that the audience is hostile, then there is need for thorough
preparations before making the presentation. Establish the reason why the audience is hostile,
who are the leaders of the group and then you can manage them by identifying with the leaders
of the group.

Lack of adequate knowledge about the message

Some people fail to make good presentation and feel nervous simply because they do not have
enough knowledge about the message and they are not ready to defend themselves in case of
any questions being raised from the audience. Lack of knowledge about the message for
presentation will lead to nervousness.

Overcoming Stage Fright

Know the room and be the first person to arrive at the venue. Become familiar with the place
in which you will speak. Arrive early and walk around the room including the speaking area.
Walk from where you will be seated to the place where you will be speaking.

Know the audience in terms of composition, age, size, gender and what they already know
about the subject. If possible greet some of the audience as they arrive and chat with them. It is
easier to speak to a group of friends than to a group of strangers
During your speech ask questions. If possible ask questions to individuals so as to maintain a
participatory feeling.

Know your material and prepare all your work thoroughly. If you are not familiar with your
material or uncomfortable with it, your nervousness will increase. Practice your speech or
presentation and revise it until you can present it with ease.

Learn how to relax. You can ease tension by doing exercises. Sit comfortable with your back
straight. Breathe in slowly, hold your breath for 4 to 5 seconds, and then slowly exhale.

Visualize yourself speaking. Imagine yourself walking confidently to the podium as the
audience applauds or cheers. Imagine yourself speaking, your voice loud, clear and assured.
When you visualize yourself as successful, you will be successful.

Don’t apologize for being nervous. Most of the time your nervousness does not show at all. If
you don’t say anything about it, nobody will notice. If you mention your nervousness or
apologize for any problems you think you have with your speech, you’ll only be calling attention
of the audience to it.

Realize people want you to succeed. All audiences want speakers to be interesting, stimulating,
informative and entertaining. They want you to succeed not to fail.

Communication Skills Notes Prepared by Mr. Francis B. Dulaney 2019-2020 Page 141
| Page
 INSTITUTE OF SURVEY AND LAND MANAGEMENT COMMUNICATION SKILLS 2020

PUBLIC PRESENTATION

This is an opportunity to communicate your point of view or ideas to the audience. It can be
formal or informal prepared individually or a group.

Presentation is a vital means of communicating various concepts. Preparation for presentation is

almost as important as the delivery of the message. Therefore the presenter must determine the
goals and objectives of his/ her presentation, choose and shape the content, the appropriate
communication style and organize the presentation.

HOW TO PREPARE A GOOD PRESENTATION

a) Selection of the topic; this involves choosing a topic you want to talk about. The presentation
must consider the following;
 What do you want to know about the topic, you be careful and tactful on the topic you
choose since many people don’t want to be exposed as ignorant or unknowledgeable.
 Do you know the knowledge level of the audience on this topic
 What sort of work have you done in this area
 Will the audience be interested in your topic
b) Carry out research; get relevant details covering that particular topic you have chosen and be
well acquainted with the topic above all others
c) Audience analysis. Understand your audience since they are a reason why you are there.
Consider the following
 How much does the audience know about me, my topic
 What does the audience expect from me
 What are the ages and gender of the audience
 What is the education background of the audience, political and religious views of the
audience

Audience analysis makes successful presentation planning. It is the starting point of the
planning of any presentation. Your presentation is successful if your audience responds
the way you intended.

d) Determine the goals and objectives of your presentation. This will help you design your
presentations around a specific purpose. Make your purpose evident and relate it to your
audience’s perspective.
e) Planning; plan for a satisfactory introduction, body, time required and venue. The
introduction should be able to capture the interest and attention of the audience within the first
sentence.
f) Choosing and shaping the content: this is very complicated but you must keep your
presentation short, interesting and relevant. Choosing meaningful information that
w i l l appeal to your audience and situation is very important e.g. including statistics,
testimonial cases, illustrations, history and narrative in your presentation can help convey your
message.
g) Choosing the appropriate style

Communication Skills Notes Prepared by Mr. Francis B. Dulaney 2019-2020 Page 142
| Page
 INSTITUTE OF SURVEY AND LAND MANAGEMENT COMMUNICATION SKILLS 2020

Choosing the appropriate presentation style will determine the effectiveness of your
presentation. How you speak can make or break the presentation, therefore ask yourself the
following questions; what kind of tone/voice do i want to use. The voice or tone of a
presenter should have four major characteristics;
 Audibility; it should be loud enough to enable people hear and understand.
 Pitch; this is how low or high the tone is
 Pace; this is the rate at which the presenter rates his words out
 Pause; good presenter must pause after an important point has been made to give enough
time to the audience absorb the information.

SPEECH PRODUCTION/MAKING A PRESENTATION

When you begin your presentation, begin by greeting your audience and observe the protocol. It
is better for a presenter to be smart, respectful and appropriate for the occasion and audience.
The presenter should create comfortable atmosphere by starting with small talk that is unrelated
to your presentation topic after you feel prepared and comfortable

a) Know your topics and issues. The best public speakers memorize their presentation, make
notes for yourself but do not read your speech; it is so boring instead write key words that
remind you of your message.
b) Determination of your presentation method; how you are going to present your message, use
the audio materials, maps, charts when illustrating your points. They should be clear,
accurate, concise, and complete
c) Consideration of personality factor; know who you are, characterize on the good features and
display them to your maximum e.g. facial expressions, don’t use stereo and don’t be
romantic. Maintain eye contact to the audience, talk directly to people, and the best
presentation is delivered as a conversation to every person in your audience.
d) Emphasize your key points through repeating them, if you want people to remember
something, repeat it at least 3times during your speech.
e) Be your self
f) Be conscious of your postures, your voice, your gestures and your body language. Move
around somehow but not so much. Control your movements.
g) Tell stories, use word pictures that create images in your listeners’ minds, if they can see it,
they are more likely to understand and remember your message. Use vivid descriptions,
personal stories and audience participation when appropriate.
h) Finish your presentation strong; end your presentation with strong message. A call to action
is one of the best ending to get your audience into action immediately after your speech. Or it
can be ending with a positive statement or famous quotation
i) Invite questions at the end, giving audience sufficient time to formulate it.

Tips on answering Questions

 Anticipate questions the audience might pose and prepare brief responses
 Listen carefully to each question, waiting to respond until you are sure that you understand
what is being asked
 Repeat questions before responding to them to ensure that the entire audience has heard them

Communication Skills Notes Prepared by Mr. Francis B. Dulaney 2019-2020 Page 143
| Page
 INSTITUTE OF SURVEY AND LAND MANAGEMENT COMMUNICATION SKILLS 2020

 Keep your response brief

 Do not let one person dominate the question-answer period.
 Use the last question to summarize your key points or re-enforce your main idea.

METHODS OF PRESENTATION/DELIVERY

The following are the common methods of presentations which speakers can use.

1. Memorizing
Speaking from memory is the poorest method o f delivering talks, and it should be used
very sparingly or not at all. While this method may seem to be helpful for persons who
cannot think on their feet, the memorized talk is not something so good. This is because such
a talk cannot be adapted to the immediate situation or audience reactions. In other wards it
does not allow the speaker to adjust to the particular situation.

2. Manuscript reading
Reading a talk from a manuscript allows planning the exact words and phrases to use. But the
disadvantages of this method of presentation outweigh the advantages. Many speakers use
the manuscript as a crutch instead of fully thinking through the ideas in the talk.
Merely reading from a manuscript means that you will end up not being part of the
presentation. This is very boring to the students. Manuscript disrupts the presenter from the
use of non-verbal cues (smiles, gestures etc.).

3. Impromptu speaking
This refers to speaking without first making preparations. Under this method, one can make a
good or very bad speech. Speaking impromptu requires a tremendous amount of skill and
knowledge. This method should be used only by experienced speakers who are saturated with
their subjects and who have the ability to organize their thoughts for learning as they speak.

4. Use of outline
This refers to technique of speaking from a well-planned outline. This is the most effective
technique speakers use most widely. It produces the most fruitful results when it is based
upon full preparation and adequate practice. The talk is carefully planned and outlined in
detail. The speaker’s only guide is usually a well-constructed outline. It is a lesson planned
idea by idea rather than word by word.

N.B: Short notes on the words PATHOS and LOGOS in regard to Communication Skills

PATHOS
This is a Greek word meaning emotions in English. The speaker is expected to appeal to the
audience’s psychological and emotional needs. As a speaker you should persuade the audience to
your side by tracking their emotion into your favor e.g. at burials be sad and touched then at
parties laugh and be the happiest person.

Communication Skills Notes Prepared by Mr. Francis B. Dulaney 2019-2020 Page 144
| Page
 INSTITUTE OF SURVEY AND LAND MANAGEMENT COMMUNICATION SKILLS 2020

LOGOS
This is a Greek word meaning logic in English. The speaker is expected to be very organized as
far as arranging the content is concerned. The content should be arranged chronologically. State
first what the audience expects to be said first then last as expected in any general sense. E.g.
your name cannot be said at last or an opening prayer be said in the middle of the meeting season
after half way starting the meeting.

READING SKILLS

Definition of Reading
Reading means to look at and understand the meaning of written or printed words or symbols.

Tips for improving Reading

1. Styles of reading

Scanning: for a specific focus

The technique you use when you're looking up a name in the phone book: you move your eye
quickly over the page to find particular words or phrases that are relevant to the task you're
doing.

It's useful to scan parts of texts to see if they're going to be useful to you:

 The introduction or preface of a book

 The first or last paragraphs of chapters
 The concluding chapter of a book.

Skimming: for getting the gist of something

The technique you use when you're going through a newspaper or magazine: you read
quickly to get the main points, and skip over the detail. It's useful to skim:

 To preview a passage before you read it in detail

 To refresh your understand of a passage after you've read it in detail.

Use skimming when you're trying to decide if a book in the library or bookshop is right for you.

Detailed reading: for extracting information accurately

Where you read every word, and work to learn from the text.

In this careful reading, you may find it helpful to skim first, to get a general idea, but then go
back to read in detail. Use a dictionary to make sure you understand all the words used.

2. Active reading

Communication Skills Notes Prepared by Mr. Francis B. Dulaney 2019-2020 Page 145
| Page
 INSTITUTE OF SURVEY AND LAND MANAGEMENT COMMUNICATION SKILLS 2020

When you're reading for your course, you need to make sure you're actively involved with the
text. It's a waste of your time to just passively read, the way you'd read a thriller on holiday.

Always make notes to keep up your concentration and understanding.

Here are four tips for active reading.

Underlining and highlighting

Pick out what you think are the most important parts of what you are reading. Do this with your
own copy of texts or on photocopies, not with borrowed books.
If you are a visual learner, you'll find it helpful to use different colours to highlight different
aspects of what you're reading.

Note key words

Record the main headings as you read. Use one or two keywords for each point. When you don't
want to mark the text, keep a folder of notes you make while reading.

Questions

Before you start reading something like an article, a chapter or a whole book, prepare for your
reading by noting down questions you want the material to answer. While you're reading, note
down questions which the author raises.

Summaries

Pause after you've read a section of text. Then:

 put what you've read into your own words;

 skim through the text and check how accurate your summary is and
 fill in any gaps.

READING NEWSPAPERS METHOD

Read headlines and first paragraphs only.

Review headlines and select articles you want to read based on interest or purpose for reading.
Read the first paragraph to preview the article.

Reporters present 80% of the key information in the opening paragraph. The subsequent
supporting text should be read only as needed. Follow this strategy:

Ask yourself what other specific details you want. Let it go if there are none.

Skim the article for the desired details. "Dip" into the article and read those paragraphs. Don't
read all the words unless you have the luxury of unlimited time.

Communication Skills Notes Prepared by Mr. Francis B. Dulaney 2019-2020 Page 146
| Page
 INSTITUTE OF SURVEY AND LAND MANAGEMENT COMMUNICATION SKILLS 2020

When finished with an article, go on to the next. This whole process should not take more than
10-15 minutes.

HOW TO READ ARTICLES

Articles within newspapers and magazines tend to be in three main types.

1. News Articles

In news articles, the most important information is presented first, with information being
less and less significant as the article progresses. News articles are designed to explain the
key points first, and then flesh them out with detail.

2. Opinion Articles

They are designed to advance a viewpoint. The most important information is contained in
the introduction and the summary, with the middle of the article containing supporting
arguments. This normally appears in newspapers and magazines.

3. Feature Articles

These are written to provide entertainment or background on a subject. Typically the most
important information is in the body of the text. If you know what you want from an article,
you can extract information from it quickly and efficiently.

READING TECHNICAL INFORMATION

Technical information is typically less friendly than other information. It is often complex and
assumes a high level of initial knowledge.

Before deciding to read technical documentation, assess who it has been written for. Is it too
basic to meet your needs, or is it so advanced that you cannot understand it? In the latter case it
may be more cost effective to bring in an expert to do the job.

In referring to specific information, it is most effective to use the table of contents and index to
find the appropriate section.

If you are reading large amounts of the material, it may be effective to photocopy the glossary,
and keep this besides you. It will be probably also be useful to note down the key concepts in
your own words, and refer to them when necessary.

With other sorts of material it may be effective to skim the material before reading it in depth.
This helps you to establish the content of the message.

Communication Skills Notes Prepared by Mr. Francis B. Dulaney 2019-2020 Page 147
| Page
 INSTITUTE OF SURVEY AND LAND MANAGEMENT COMMUNICATION SKILLS 2020

READING WHOLE SUBJECT

When you are reading a document such as a company report, which purports to give an overall
analysis of a subject .It is easy to accept the writer’s structure of thought and miss the fact that
important information has been omitted or that irrelevant detail has been included.

Where you are reviewing this sort of document, an effective technique is to compile your own
table of contents headings before you open the document. You can then use this table of contents
to read the document in order that you want. This means you may not read the whole book, but
only specific areas of interest.

Using this technique will allow you to spot where important information is missing or has been
obscured.

READING SELECTIVELY

During this millennium, there is a big problem of information overload. There is a lot of
information in the book, journals on the internet and other written journals. This means that the
reader should read more selectively.

You need to scan and skim before concentrating on the material you need to read. You also need
to be highly selective of the areas you choose to study in detail.

THE 3Rs OF READING

It is important to have a purpose for reading before you start. Different purposes require different
levels of engagement with texts i.e. the 3Rs of reading.

a. Reading to Reveal
 To reveal main points
 To reveal sources and data to add to knowledge gained from lectures in preparation for
writing assignments or taking examinations

b. Reading to Review

This is reading to review what was learned and to reinforce understanding after a lecture. This
reading purpose is often neglected. However, arguably it is the most important purpose of all, as
it can save you much time and effort later in the course, particularly when you have to write
assignments

c. Reading to Remind
 First select a topic for revision
 On a blank piece of paper, write notes on what you already know about the topic. This
will help you to identify what aspects of the topic need more attention from you.
 You can then focus your reading for revision on what you need to know, rather than what
you know already.

Communication Skills Notes Prepared by Mr. Francis B. Dulaney 2019-2020 Page 148
| Page
 INSTITUTE OF SURVEY AND LAND MANAGEMENT COMMUNICATION SKILLS 2020

IV. VISUAL COMMMUNICATION

Definition

Visual Communication is the presentation of ideas and information by use of diagrams and
pictures without use of words. It is conveyance of ideas and information in forms that can be
seen. Visual communication in part or whole relies on eyesight.

Visual communication typically includes: graphic design, illustration, drawing, color and pictures
among others.

Visual Communication has become useful speedy means of passing information to large
numbers of people such as customers or audience. For example billboards advertising different
goods are erected on some buildings and along roads, especially around Kampala Capital City.

Advantages of Visual Communication

 Visual communication helps in re-enforcing oral communication. It supports an oral

communication. Because not only does the recipient hear, but the recipient also sees what
is being said with his or her eyes.

 It can also re-enforce written communication. For example, if you are reading about
something and visual aids such as graphs, diagrams, and charts are added to the content
that you are reading, it enhances your understanding of what you are reading.

 Pictures and illustrations have stronger impact than words. Pictures can be used to tell
things that words don’t have the strength to tell.

 Easy explanation: Everyone can explain the meaning of it very easily. Easy explanation
has made the visual techniques more popular.

 Visual communications can be understood by both literate and illiterate people. All one
needs to understand a visual communication is the ability to be able to see things with the
eyes unlike the written communication which requires that one is educated and able to
read and write before one can understand it.
 Prevents wastage of time: Visual techniques help to prevent the wastage of time. Written
and oral communication takes much time to exchange information. But number of
receivers can be communicated at a time through visual methods.

 Simple presentation: Complex information, data and figures can be easily presented very
simply on graphs, pictures and diagrams.

 Popular: Visual communication is very much popular because people do not like much
speech and long explanation rather than a chart of a diagram.

Communication Skills Notes Prepared by Mr. Francis B. Dulaney 2019-2020 Page 149
| Page
 INSTITUTE OF SURVEY AND LAND MANAGEMENT COMMUNICATION SKILLS 2020

Disadvantages of Visual Communication

 Visual communication can be very expensive. Unlike some other channels of

communication like the oral communication, visual communication can be very expensive
to produce. The cost involved in producing it is one of its biggest disadvantages.

 Storing it can also be very expensive. Not only is producing a visual form of
communication expensive, but also when it comes to storing it, it can cost quite a
lot. Take a large billboard for example.

 It takes more time and effort to produce it. Just imagine the amount of time and effort that
goes into the creation of visual aids such as graphs, maps, diagrams etc.

 Another disadvantage with the visual form of communication is the fact that one can
easily misunderstand or misinterpret the central meaning of the message being delivered.
 Certain people can never get the message being delivered via visual communication. This
category of people are the visually impaired (the blind) who can never understand any
message sent through visual communication because they cannot see the message in the
first place.

 Costly: The visual methods of communication are more costly than those of other
methods. To draw maps, charts, diagram is costly. That is why only large company or
organization can use this technique.

 Complex presentation: Sometimes visual presentation of information becomes complex.

The receivers cannot understand the meaning of the presentation.

 Wastage of time: Sometimes visual techniques take much time to communicate. Whereas
oral communication takes no time to exchange information.

 Problem for general readers: General people are not prefers to communicate through
visual communication with others. Sometimes it cannot create an impression upon people
or listeners. It is less influential and cannot be used everywhere.

Communication Skills Notes Prepared by Mr. Francis B. Dulaney 2019-2020 Page 150
| Page
 INSTITUTE OF SURVEY AND LAND MANAGEMENT COMMUNICATION SKILLS 2020

Types of Visual Communication

1. Bar chart

This is an illustration giving clear information about something that change over a period of
time. For example a chart showing weather, temperature or a chart showing sales or production
level of an organization for a given time frame.

A bar chart is made of a number of bars or blocks representing items being compared. It is drawn
vertically.

2. Pie chart

A diagram consisting of a circle divided into sections such that each represents a specific
proportion of the total sum. For example, expenditure, students’ enrolment or variations in the
number of votes people cast during elections can effectively be produced using a pie chart.

3. Line Graph

Line graphs are used by both business and the public service to convey volumes of information.
It consists of a number of points plotted on grid of squares of equal sizes. The two main grids of
a line graph are the vertical (i.e. for factors or variables which do not change e.g. time)

N.B

Audio-Visual Communication

This combines the auditory and the visual, that is, while people are observing something on the
television or cinema screen, they are also hearing narrative or descriptive remarks so that what
they see is adequately supplemented and there’s more abiding impression on their mind.

Communication Skills Notes Prepared by Mr. Francis B. Dulaney 2019-2020 Page 151
| Page
 INSTITUTE OF SURVEY AND LAND MANAGEMENT COMMUNICATION SKILLS 2020

Communication Skills Notes Prepared by Mr. Francis B. Dulaney 2019-2020 Page 152
| Page