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8/3/2019 BC_Module_2

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Oral communication

Known as verbal communication, is the

exchange of verbal messages between

sender and receiver.


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Oral communication

Known as verbal communication, is the

exchange of verbal messages between

sender and receiver.


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Need and importance of oral

communication

To help problem solving

To resolve conflict

To influence people to work together To be assertive without being aggressive

To develop listening skills

To be an effective negotiator


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Objectives of oral communication in

Business

Maximum time is devoted to oral

communication

Involve face to face verbalcommunication


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Choice of form of oral

communication

A choice between oral and written

communication is guided by considering

the suitability, purpose and nature of thesubject of communication.


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Difference between oral and written

communication

Oral communication

More personal and

informal

Makes immediateimpact

Immediate feedback

Help us to correct

ourselves Better for conveying

feelings and emotions

Written communication

Better for facts and

opinions

Keeping records ofmessages exchanged

Opportunity to refer back

Revised before

transmitting Can be circulated


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Principles of successful oral

communication

Rhythm and tone of a living voice

Commonly used words, and short and

simple sentences. Sincere and confident tone

Body language

Verbal 7%, tone of voice 38% and visual55%


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The nature of the spoken word: converse

slowly with semantic pauses.

Fluency


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Characteristics of effective oral

communication

Consider the objective

Interest level of the receiver

Be sincere

Use simple language Brief and precise

Give full facts

Use polite words and tone

Cut out insulting message Allow time to respond

Say something interesting and pleasing to therecipient.


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Barriers to effective communication

Listening Status

Halo effect

Complexes

Closed and all knowing mind

Poor retention (sequence)

Premature evaluation and hurried conclusions

Abstracting

Slant

Cognitive dissonance (difference of opinion)

Language barrier


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Conversation control

It involves skills of listening and talking in

a positive and meaningful way at an

appropriate time. It includes

Techniques of changing the direction of

conversation smoothly

The ability to allow a discussion without

interruption.


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Skills needed for effective oral

communication

Interacting with people in meetings in a

convincing way

Able to react to criticism Developing skills in interviewing

Encourage them to respond in positive

manner.


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Cues and clues

Cues and clues together with signs and

signals point out what is important and

what is not.

A cue is a key word or phrase a person

uses when he/she wants to indicate that

something is important to him/her.

A clue is a word or a set of words that

someone else gives to us.


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Recognizing cues and clues

Cue is what we give out to others to

point out what we hold as important part

of our conversation

Clues are what we receive from others

on matters they regard as important.


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Interpreting signs and signals

Conversation is composed of verbal and

visual indicators.

Verbal indicators involve cues given andclues received

Visual indicators consist of signs given

and signals received.


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Types of conversation

Parallel conversation

- The two parallel statements cannot

meet and ,therefore, cannot be linkedtogether.

Sequential conversation

- There is a logical link between thestatements made by the speaker and

listener.


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Reflection and empathy

Body language should show real interest

in listener

Make eye contact

Speak as person with genuine feeling of

concern for the other person.

Time taken to communicate Purpose of communicating with the

listener


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Summarizing

Able recognize, analyze, and evaluate

what the other person said.

It is to pick out the central thought, themain theme or the essential idea.

Summarizing is of great value and is the

skill most needed for negotiating or

solving a problem.

Ex: Between superior and subordinates


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Two sides of effective communication

listening and presenting

Good listeners

Do not interrupt

Remain patient

Make eye contact

Show interest

Look attentive Concentrate

Ask open questions

Poor listeners

Over talkative

Inattentive

Interrupt

Impatient to talk

yes, but.. approach Poor concentration

Very critical


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Effective presenter

Try to present facts, not opinions

Keep the listeners interest in mind

Support argument with suitableexamples

Ask for feedback and answer questions

honestly Keep to the point


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Applications of conversation control

Meetings

It is concerned with ensuring that peoplecommunicate clearly to resolve problemsand make the best of opportunities.

Agenda as a control

It will indicate issues which will be taken

up and how and in what time they will becovered

Advance circulation of agenda papers


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The chairperson

A person whose role is to direct and

conduct the proceedings in an orderlymanner.

Should be able to use his skills of

controlling conversation by focusing on

important issues and meaningful

solutions.


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To be assertive without being aggressive

To use skill of assertive conversation

To communicate with firmness, convey to the other

person what you want why.

Conversational attack and controlled response

In business, rudeness and discourtesy should never be

allowed to creep into communication

Negotiating through conversation control

It requires the skills of managing and controlling the

interaction between two sides.


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Non- verbal communication

It is the wordless message receivedthrough the medium of gestures, signs andfacial expressions

Some non-verbal message usuallyaccompanies the verbal message.

Unworded message are transmitted by

non- verbal clues and signs. They exist in the form of meta

communication and kinesiccommunication


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Meta communication

It is an implied meaning conveyed by the

choice of words, tone of voice.

It is a message communicated notthrough words, but along with words.

It can be intentional or unintentional


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Kinesic communication

It is a message conveyed through non- verbalacts.

A non-verbal act is usually unconscious.

It transmits the unstated feelings, attitude andhidden intentions of the speaker.

Leakage

A non- verbal movements conveyed through

bodily movements is known as leakage.

A successful receiver is able to observe and

interpret the leakage.


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Characteristics of non- verbal

communication

Instrumental body movements

Conscious or unconscious


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Classification of non-verbal

communication

Symbols of body language

Emblems

Illustrators Body manipulators (nervousness)

Facial expressions

Face facts Positive gestures


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Negative gestures

Signs of nervousness

Gestures showing aggressiveness

Gestures showing rudeness Gestures showing self importance

Gestures showing lack of good sense

Gestures showing superiority of position


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Lateral gestures

Physical setting

Dress clothes and shoes

Personal space


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Demarcation of zones (distance)

Public zone

Special zone

Friendly zone Intimate zone


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Advantages of learning non-verbal

communication skills

Ability to act as a victim of power

posturing

Avoid the double cross Use comfort gestures skillfully

Reassuring standing postures


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Communication breakdown

To keen to talk about our own point of

view

Do not consider whether the otherperson is understanding

Same point is being repeated


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Lack of rapport

Harmony between speaker and listener

Speaker and listener should be on the

same wavelength The non-verbal language used by the

speaker should reflect the body

language of the other person.


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Steps to establish rapport

Develop the habit of talking less and listeningand observing more

Do not dominate discussion

Keep your natural pace of others Let your pace and the others be nearly the

same

Try to establish rapport between you and the

other person during the first few minutes

Do not introduce any controversial issue.

Avoid harsh criticism

Be tolerant of differences

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