Oral communication

Known as verbal communication, is the exchange of verbal messages between sender and receiver.

Oral communication
Known as verbal communication, is the exchange of verbal messages between sender and receiver.

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


Objectives of oral communication in Business

Maximum time is devoted to oral communication  Involve face to face verbal communication


Choice of form of oral communication



A choice between oral and written communication is guided by considering the suitability, purpose and nature of the subject of communication.

Difference between oral and written communication

Oral communication  More personal and informal  Makes immediate impact  Immediate feedback  Help us to correct ourselves  Better for conveying feelings and emotions Written communication  Better for facts and opinions  Keeping records of messages exchanged  Opportunity to refer back  Revised before transmitting  Can be circulated

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 visual 55%


The nature of the spoken word: converse slowly with semantic pauses.  Fluency


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 the recipient.

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

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.


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.


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.


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.


Interpreting signs and signals

Conversation is composed of verbal and visual indicators.  Verbal indicators involve cues given and clues received  Visual indicators consist of signs given and signals received.


Types of conversation


Parallel conversation - The two parallel statements cannot meet and ,therefore, cannot be linked together.  Sequential conversation - There is a logical link between the statements made by the speaker and listener.

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


Summarizing
Able recognize, analyze, and evaluate what the other person said.  It is to pick out the central thought, the main 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


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

Effective presenter
Try to present facts, not opinions  Keep the listeners interest in mind  Support argument with suitable examples  Ask for feedback and answer questions honestly  Keep to the point


Applications of conversation control

Meetings  It is concerned with ensuring that people communicate clearly to resolve problems and 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 be covered  Advance circulation of agenda papers

The chairperson  A person whose role is to direct and conduct the proceedings in an orderly manner.  Should be able to use his skills of controlling conversation by focusing on important issues and meaningful solutions.

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.


Non- verbal communication

It is the wordless message received through the medium of gestures, signs and facial expressions  Some non-verbal message usually accompanies the verbal message.  Unworded message are transmitted by non- verbal clues and signs.  They exist in the form of meta communication and kinesic communication


Meta communication
It is an implied meaning conveyed by the choice of words, tone of voice.  It is a message communicated not through words, but along with words.  It can be intentional or unintentional


Kinesic communication
It is a message conveyed through non- verbal acts.  A non-verbal act is usually unconscious.  It transmits the unstated feelings, attitude and hidden 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.


Characteristics of non- verbal communication

 Instrumental

body movements  Conscious or unconscious

Classification of non-verbal communication

Symbols of body language  Emblems  Illustrators  Body manipulators (nervousness)  Facial expressions  Face facts  Positive gestures

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


Lateral gestures
Physical setting  Dress clothes and shoes  Personal space


Demarcation of zones (distance)

Public zone  Special zone  Friendly zone  Intimate zone


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


Communication breakdown
To keen to talk about our own point of view  Do not consider whether the other person is understanding  Same point is being repeated


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.


Steps to establish rapport

       

Develop the habit of talking less and listening and 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