UNIT 2

ORAL COMMUNICATION

Mr. Surjit Ram

Assistant Professor
Dept. of Business Administration
MITE, Moodabidri
MEANING AND DEFINITION
CHARACTERISTICS / NATURE OF ORAL
COMMUNICATION

• Speakers personality
• Know your audience
• Speech preparation
• Clear Pronunciation
• Voice modulation
• Pauses and punches
• Listener participation
• Maintaining neutrality
• Patience
• Summarizing and conclusion
• Great delivery

Ch. 12, Slide 5

 Oral Communication
• Instantaneous two way process
• One off exercise
• Day to day language
• Presence of sender and receiver
• Principles(accuracy, clarity, brevity)
• Effect of body language and speech
modulation
• Cannot be erased or mended

Ch. 12, Slide 6

• 75% of an executive’s time is spent
on communicating.
• 45- listening
• 30- speaking
• 16- reading
• 9- writing

Ch. 12, Slide 7

• Business Transactions- face to face
communication –
talk,discuss,converse,argue or
negotiate
• Managers – do all these persuasively,
effectively and convincingly
• Managers face difficulty

Ch. 12, Slide 8

• Solve Problems
• Resolve Conflicts
• Influence people to work together
• Persuade others to be involved in
organizational goals
• Being assertive without being
aggressive

Ch. 12, Slide 9

• Listen thoughtfully
• Negotiate effectively
• Make proposals

Ch. 12, Slide 10

 PRINCIPLES OF SUCCESSFUL
ORAL COMMUNICATION
 Clarity of expression
 Clear and correct pronunciation of words
 Develop trust by creating interest in listeners
 Appropriate tone for the situation
 Pleasing note / lively rhythm
 Be precise with the message to be communicated/purpose
 Avoid communication overload.
 Variations in sound pitch to grab the attention of listeners.
 Overcoming barriers of communication
 Timely feedback
 Correct choice of medium
 Sequence, coherence and consistency in the contents
 Appropriate usage of body language.
 FORMS OF ORAL
COMMUNICATION
• Informal face to face talk
• Interviews
• Group communication
• Debate or group discussion
• Meetings
• Conferences / Lectures
• Speeches and Presentations
 FORMS OF ORAL
COMMUNICATION
• Personal discussions.
• Telephone calls

Ch. 12, Slide 13

 Oral communication can be
either formal or informal. 
• Informal Oral communication include:
• Face-to-face conversations

• Telephone conversations

• Discussions that take place at business meetings

• Grapevine

Ch. 12, Slide 14

 formal types of oral
communication
• Presentations at business meetings

• Classroom lectures

• Commencement speeches given at a

graduation ceremony

Ch. 12, Slide 15

 Adwantages of Oral
Communication
• Immediate feedback / Clarification
• Saves Time
• Promotes Healthy Relationships
• Effective tool of Persuasion/feelings
• Effective in groups
• Allows to measure effectiveness
immediately
• Only way during an emergency

Ch. 12, Slide 16

 Disadwantages of Oral
Communication
• Lack of Retention / Documentation
• Distortion in passing the message /
possibility of misunderstanding
• No legal validity
• Unsuitable for long messages
• Is constrained by physical barriers
• Not effective when target spread out

Ch. 12, Slide 17

 Grapevine
• Every organization has an equally
effective informal channel of
communication

• It is not officially sanctioned – also

quite often discouraged or looked
down upon

Ch. 12, Slide 18

• It flows around water coolers, down
hallways, through lunch rooms and
where ever people get together in
groups

Ch. 12, Slide 19

 Factors responsible for
Grapevine phenomenon
• Feeling of uncertainty or lack of
sense of direction when the
organization is passing through a
difficult period
• Feeling of inadequacy or lack of self
confidence on the part of employees,
leading to the formation of groups

Ch. 12, Slide 20

 Factors responsible for
Grapevine phenomenon
• Formation of a favored group by the
manager, giving other employees a
feeling of insecurity or isolation
• Some unusual happenings in the
organization
• Personal problems of employees

Ch. 12, Slide 21

 Types of Grapevine Chains
• Single strand chain : A tells
something to B who tells it to C. Is
the least accurate in passing on the
information
• Gossip Chain : one person seeks out
and tells everyone the info he has
received. Message of interesting
nature and non –job related

Ch. 12, Slide 22

• Cluster Chain : A tells something to a
few selected individuals and they
inform another few selected
individuals

Ch. 12, Slide 23

 Advantages of Grapevine
• Speedy transmission
• Feedback value
• Support to other channels
• Psychological satisfaction
• Uniting force / Binding force good
personal relations
• Creation of ideas

Ch. 12, Slide 24

Disadvantages of Grapevine
• Cannot be taken seriously
• Does not carry complete information
• Distorts information
• It may prove counter productive
• Lack of acoountability

Ch. 12, Slide 25

 BARRIERS OF COMMUNICATION

SEMANTIC EMOTIONAL/ PHYSICAL ORGANIZATI PERSONAL SOCIO CULTURAL TECHNOLO

BARRIERS PSYCHOLO BARRIERS ONAL BARRIERS PSYCHOLO BARRIERS GICAL
GICAL BARRIERS GICAL BARRIERS
BARRIERS BARRIERS
 BARRIERS TO
COMMUNICATION
• Communication is the process of
transfer of ideas and expressions from
one person to another
• It’s the way of self expression
• Certain barriers – affect the clarity,
accuracy and effectiveness
• Several thing may prevent the message
from reaching the intended receipient

Ch. 12, Slide 27

Mary Ellen Guffey, Business Communication: Process and Product, 5e
Ch. 12, Slide 28
 BARRIERS OF
COMMUNICATION
• Fault in Communication system
• Defects in mechanical devices
• Tools we use in communication –
--- language,
--- symbols
--- signs
Act as negative forces

Ch. 12, Slide 29

• There are three levels at which
communication takes place:
• 1. Noticing is done with the senses, and
is at the physical level
• 2. Understanding is at the level of
intelligence
• 3. Acceptance is at the emotional level 

Ch. 12, Slide 30

 Semantic Barriers
• The Semantic Barriers refers to the
misunderstanding between the sender
and receiver arising due to the different
meanings of words, and other symbols
used in the communication.
• Is related to the process of coding and
decoding the message
• Various disruptions

Ch. 12, Slide 31

Ch. 12, Slide 32
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Ch. 12, Slide 33

Ch. 12, Slide 34
 Organizational Barriers
• Organizational culture and climate
• Organizational rules and regulations
• Status Relationships
• Complexity in Organizational structure
• Inadequate facilities and opportunity
• Lack of co-operation between superior
and subordinate

Ch. 12, Slide 35

 Interpersonal barriers
• Barriers from superiors :
Shortage of time for employees
Lack of Trust
Lack of consideration for employees needs
Wish to capture authority
Information overload

Ch. 12, Slide 36

 Interpersonal barriers
• Barriers from subordinates :
Lack of proper channel
No interest to communicate
Lack of Co-operation
Poor relationship between superior
and subordinate
Fear of Penalty

Ch. 12, Slide 37

 SOCIO-PSYCHOLOGICAL
BARRIERS
• Described as the cause of distorted
communication because of human
psychological problems.
• Style (Linguistic accent, form of
expression, discriminatory mode,
qualities of credibility and charisma)

Ch. 12, Slide 38

 SOCIO-PSYCHOLOGICAL
BARRIERS
• Selective Perception: The receiver
projects his interest and
expectations as he decodes
messages
• Halo effect: people do not listen
carefully because of impressions
based on earlier encounters

Ch. 12, Slide 39

 SOCIO-PSYCHOLOGICAL
BARRIERS
• Status Relationships:
• Poor attention and retention, inattention:
• Defensiveness
• Closed mind
• State of Health
• Filtering

Ch. 12, Slide 40

 Cultural / Geographical
Barriers
• Different cultures, whether they be a
societal culture of a race or simply the
work culture of a company, can hinder
developed communication if two
different cultures clash.
• In these cases, it is important to find a
common ground to work from. In work

Ch. 12, Slide 41

 Cultural / Geographical
Barriers
• National Character
• Language
• Values and Norms
• Social Relationships
• Concept of Time
• Non verbal communication
• Perception

Ch. 12, Slide 42

 Physical Barriers
• Physical distraction
• These obstacle prevent a message
from reaching the intended recipient in
the manner it was intended.
• NOISE:
• ENVIRONMENT
• CIRCUMSTANTIAL FACTORS

Ch. 12, Slide 43

 Technical Barriers
• Defects in medium
• Understanding the message

Ch. 12, Slide 44

• Mr. Mohan of Maeken Ltd, called up
Mr. Moorthy of Waram power
projects Ltd to place an order of five
100 KW motors for his company.
• Mr. Mohan : Good Morning Mr.
Moorthy
• Mr. Moorthy : Very Good Morning Sir

Ch. 12, Slide 45

• Mr. Mohan : I want to place an order of five
100 KW Motors. I want then early. Can you
sent it tomorrow?
• Mr. Moorthy : How many motors sir?
• Mr. Mohan : Five
• Mr. Moorthy: Ok Fine
• When the order was received the next day,mr
Mohan received a consignment of 5 motors
of 500KW each

Ch. 12, Slide 46

• What went wrong?

• How?

• What would have been the right thing

to do?

Ch. 12, Slide 47

 OVERCOMING BARRIERS / TECHNIQUES FOR
IMPROVING COMMUNICATION

• Fostering good relationships

• Purposeful and well focused communication
• Co-ordination between superior and
subordinates
• Appropriate language
• Accuracy and clarity without ambiguity
• Feedback
• Minimize semantic problems
OVERCOMING BARRIERS / TECHNIQUES
FOR IMPROVING COMMUNICATION

• Two way Communication

• Strengthening communication network
• Promoting participative approach
• Good listening
• Selecting effective communication
channel

Ch. 12, Slide 49

OVERCOMING BARRIERS / TECHNIQUES
FOR IMPROVING COMMUNICATION

• Constant effort is required to

overcome barriers which
unconsciously creep up in the
process of communication

• Barriers can be overcome if sufficient

effort is put up in the communication
process

Ch. 12, Slide 50

OVERCOMING BARRIERS / TECHNIQUES
FOR IMPROVING COMMUNICATION

• Check continuously during the

communication what the message
really is
• The sender should be clear about the
following W’s and H
• WHO :to whom the message should
go

Ch. 12, Slide 51

OVERCOMING BARRIERS / TECHNIQUES
FOR IMPROVING COMMUNICATION

• WHY: why should I communicate?

what are the motives?
• WHAT: decide what to communicate
and be clear about what one needs to
communicate
• HOW: use a language which the
receiver will understand

Ch. 12, Slide 52

OVERCOMING BARRIERS / TECHNIQUES
FOR IMPROVING COMMUNICATION

• WHEN: the best time for optimum

reception is chosen
• WHERE: choose a location which will
not interfere with the reception,
understanding and acceptance of the
message

Ch. 12, Slide 53

OVERCOMING BARRIERS / TECHNIQUES
FOR IMPROVING COMMUNICATION

• The Receiver:
• Be fully attentive to sender
• Listen actively to the message being sent
• Ask for clarification and repetition
whenever necessary
• Keep checking the receipt of information
from the sender

Ch. 12, Slide 54

OVERCOMING BARRIERS / TECHNIQUES
FOR IMPROVING COMMUNICATION

• Together :
• If they realize that misunderstandings
are bound to occur and be alert for all
cues to this effect
• Listen, Listen and Listen
• Share opinions, feelings and
perception about the message

Ch. 12, Slide 55

 CONVERSATION
The art of conversation consists in our
ability to listen with concentration and
reply well.
Its an essential interpersonal skill that
helps build a pleasing personality
Involves speaking and listening in a
sequence
 CONVERSATION
• An informal discussion of an issue
by representatives of governments,
institutions or groups
• Distinguishes from other forms of
communication is its Informality
• Its relaxed and friendly without the
rules of formal behavior.

Ch. 12, Slide 57

Ch. 12, Slide 58
Ch. 12, Slide 59
 CONVERSATION
• Phatic Communion – where ties of
union are created by a mere exchange
of words
• Fulfill a social function
• They are neither the result of
intellectual reflection, nor do they
necessarily arouse the reflection of
the listener

Ch. 12, Slide 60

 CONVERSATION
• Oxford English dictionary – these
words are used to convey general
sociability rather than to
communicate a specific meaning
• Phatic utterances are used to break
the silence
• Purpose is to initiate conversation

Ch. 12, Slide 61

 CONVERSATION
• Does not aim at discussing an idea that
may provoke disagreement
• Conversation is generally about common
shared feelings that can be instantly
appreciated
• Acquaintance
• Social conversation- not bound by any rigid
order or any sequence of subject matter

Ch. 12, Slide 62

 CONVERSATION
• Its an indication of the speaker’s
culture and sensibility as a social being
• Its regarded as a social error not to say
anything – even if the speaker does not
Keeping safe.docx.lnk

mean them
• Its completely impossible for us in
society to talk only when we have
something to talk

Ch. 12, Slide 63

 CONVERSATION
• Good morning
• How do you do
• Take care
• Do not carry the literal meaning and
are only phatic in nature

Ch. 12, Slide 64

 CONVERSATION
• The ability to connect with others
through small talk can lead to big
things
• The ability to develop relationships
with people through small talk is an
acquired skill

Ch. 12, Slide 65

 CONVERSATION
Social conversation is psychologically
structured beginning in casual chat
and developing into genuine
communication expressive of
friendship and cooperation

Ch. 12, Slide 66

 EFFECTIVE CONVERSATION
FEATURES
• Conversation is not monologue – its a
dialogue
• It has natural directness and
spontaneity
• Its LIVE – it takes place face- to- face–
the participants can see and hear at the
same time
• Its sensitive and flexible– can change

Ch. 12, Slide 67

 Conversation Control
• Conversation control refers to the skills
of listening and talking in a positive and
meaningful way at an appropriate time.

• Conversation control helps participants

conclude their conversation effectively
and satisfactorily with mutual
understanding and agreement.

Ch. 12, Slide 68

 Conversation Control
• It includes :
• the technique of changing the
direction of the conversation
smoothly
• The ability to allow a discussion to
develop along key issues in an
uninterrupted way towards the
desired end

Ch. 12, Slide 69

 Conversation Control
• In business :
• Selling and Buying
• Negotiating
• Interviewing
• Participating in meetings
• Disagreeing without being rude
• Protesting without offending

Ch. 12, Slide 70

 Conversation Control
• Complimenting / Praising
• Responding to personal criticism

Ch. 12, Slide 71

 IMPORTANCE OF CONVERSATION CONTROL

• Being able to respond to criticism with confidence.

• Knowing how to get the correct information quickly.
• Talking to people in a meeting in convincing way.
• Handling objections and oppositions when making
a proposal.
• Developing special skill in interviewing and
appraisal.
• Learning to use the dynamics of conversation for
both problem solving and social use.
 Direction of Conversation
• All conversations contain facts and
opinions
• Facts and opinions – converge–
conversation is smooth and both
parties are in accord with each other
• Problem when conversation is
directed against the person and there
is distortion of facts

Ch. 12, Slide 73

 Direction of Conversation
• Distortion of facts could be –
Deliberate or Misunderstanding
• The skill of a conversationalist lies
realizing the reason for the tensions
and complications
• Empathy and real understanding
helps in disentangling the conflict

Ch. 12, Slide 74

 Direction of Conversation
• 3 possible directions a conversation
can take
• * it can move against you
• * it can move towards you
• * it can move away from you

Ch. 12, Slide 75

Mary Ellen Guffey, Business Communication: Process and Product, 5e
Ch. 12, Slide 76
Ch. 12, Slide 77
Ch. 12, Slide 78
 Noticing and Recognizing
Cues and Clues
• A cue is a keyword, action or phrase a
speaker uses when he or she wants to
indicate that something is important to
him or her.
• A clue is a word or set of words that
someone says to us.  

Ch. 12, Slide 79

• Persons skilled in the art of
conversation quickly recognizes the cue
and clues and know what is importance
to the other party and could be the
direction and basis of further
conversation or discussion

Ch. 12, Slide 80

• In written messages --- could be
highlighted or underlined
• In oral communication --- the listeners
attention is focused not only by the
choice of words – but by the tone of
voice, facial expressions
• Flows consciously or subconsciously
– highlight certain words

Ch. 12, Slide 81

Ch. 12, Slide 82
 Avoiding Parallel
Conversation
• People engage in conversation to get
ideas,facts,opinions etc
• Taking an interest in the other party
• Parallel conversation is a type of conversation
where there is an exchange of information
without either speaker listening to the other.

Ch. 12, Slide 83

• 1st Speaker: I have a dog.
• 2nd Speaker: I have a dog too.
• 1st Speaker: My dog is a Doberman. 2nd Speaker: My
dog is a Shepherd.
• 1st Speaker: My dog is really smart like its owner.
• 2nd Speaker: My dog is considered the smartest
breed. 1st Speaker and 2nd speaker are not listening
to each other.
•

Ch. 12, Slide 84

• Manager A – its necessary we
increase our exports
• Manager B – I think its most important
for us to reduce our manpower
• Manager A -- by increasing our
exports we can build our brand image

Ch. 12, Slide 85

• Manager B– by reducing the number of
workers we can cut down costs
• Manager A– I always look to build our
company image in a positive way by
promoting its sales abroad
• Manager B– cost reduction is the only way
we can manage our company and that can
be done by reducing the number of
workers

Ch. 12, Slide 86

Ch. 12, Slide 87
• 1st Speaker: I have a dog.
• 2nd Speaker: Really? What kind of dog?
• 1st Speaker: My dog is a German
Sheppard.
• 2nd Speaker: That's a cool breed. How
old is s/he?
• 1st Speaker: She is 10.

Ch. 12, Slide 88

• 2nd Speaker: Where does she stay,
inside or outside? •
• 1st Speaker: Oh, both. She sleeps
inside but loves to be outside

Ch. 12, Slide 89

 Reflection and Empathy
• In oral communication, the most important skill is to
impress upon the other person that you are genuinely
interested in him / her statements.

• You must first understand the underlying feeling

exactly and accurately. Then speak in such a manner
that the person feels that you have indeed seen the
issue from his/ her point of view.
• To do so both parties should be able to pick up cues
and reflect upon their meaning
Ch. 12, Slide 91
Mary Ellen Guffey, Business Communication: Process and Product, 5e
Ch. 12, Slide 92
 Empathy
Empathy is the capacity to understand
or feel what other person is
experiencing from within the other
being’s frame of reference.

In simple words the capacity to place

oneself in another’s position.
LISTENING AND NON VERBAL
COMMUNICATION

Ch. 12, Slide 94

 Meaning and Definition of
Listening
• “listening is a process of receiving,
interpreting and reacting to the
messages received from the sender”.
• God gave us, one mouth to do two
jobs – EAT and SPEAK
• He also gave us two ears to do just
one job -- LISTEN
 Listening
• When you are listening to somebody,
completely and attentively, you are
listening not only to the words, but
also to the feeling of what is being
conveyed, to the whole of it, not part
of it…

Ch. 12, Slide 96

 Listening
• Out of the four communication skills:
reading, writing, speaking and
listening – listening most crucial
drivers fail to listen to directions
workers fail to perform duties
students don’t get credit for
assignments

Ch. 12, Slide 97

 Listening
• BP rises when we talk and falls
rapidly when we listen
• Listening relates to all forms of
business communication

Ch. 12, Slide 98

Hearing

To perceive sound via the ear

Listening

To concentrate on hearing
something; heed or pay attention to

Collins English Dictionary

 Listening
• Listening involves the following FOUR
major components :
• HEARING
• UNDERSTANDING
• RETAINING
• RECALLING
• Listening is the accurate perception of
what is being communicated

Ch. 12, Slide

Why listening skills are important

• Improves relationships
• Improves our knowledge
• Improves our understanding
• Prevents problems escalating
• Saves time and energy
• Leads to better results
 Purpose of Listening
• To gain new information and ideas

• To question evidence and assumptions

• To be inspired and motivated

• To improve overall communication

The listening process
TYPES OF LISTENING
 BARRIERS TO LISTENING
PHYSICAL PSYCHOLOGICA LINGUISTIC CULTURAL
L BARRIERS BARRIERS BARRIERS
BARRIERS

1)Noise 1)Emotional 1)Improper 1)Cultural

Disturbance Message Differences
2)Physical Decoding
Discomfort 2)Anxiety 2) Different
2)Ambiguous values
3)Physical 3)Over Language
Distractions arousal of 3)Different
Emotions 3)Jargon social norms
4)Distance
Strategies for improving listening skills
• Eye contact
• Bodily exhibitions
• Avoid distracting actions or gestures
• Ask questions
• Paraphrase
• Do not overtake
• Avoid premature arguments
• Indicate acceptance
• Hold your temper
• Respect pauses or silence
• Be honest with the answers
NON VERBAL COMMUNICATION
 Meaning
“Non verbal communication is the
transfer of meaningful information
from one person to another by means
other than written or spoken”.
Mary Ellen Guffey, Business Communication: Process and Product, 5e
Ch. 12, Slide
Mary Ellen Guffey, Business Communication: Process and Product, 5e
Ch. 12, Slide
 Components / Forms of Non Verbal
Communication

Paralanguage/ Vocalics Body language/ Kinesics

Space Language/ Proxemics Sign language/ Symbols & Signs

Time language/ Chronemics Touch language/ Haptics

Physical Appearance
Paralanguage /Vocalics
Body Language / Kinesics
Space Language/ Proxemics
Sign Language/ Symbols and signs
Time Language
 Touch Language / Haptics

Mary Ellen Guffey, Business Communication: Process and Product, 5e

Ch. 12, Slide
Physical Appearance
Mary Ellen Guffey, Business Communication: Process and Product, 5e
Ch. 12, Slide