Download Collective Self-confidence-Key Element to the Empowerment

Oral Communication
LEARNING OBJECTIVES
Learn the nature of spoken communication
Know the primacy of oral communication in business transaction and
personal interaction
Understand when to choose oral communication as against written
communication
Know various barriers to oral communication
Learn key skills of oral communication
Know how to use skills of conversion control at meetings,oral
presentation,negotiation to influence,motivate the listener(audience) by your
ideas
Oral Communication
Mend your speech a little,
lest it may mar your fortune.
-Shakespeare
Oral Communication
Oral communication skills and effectiveness
principles
What is oral communication?
Oral communication also know as verbal communication is the
interchange of verbal messages between sender and receiver
Verbal communication is more immediate than written communication
Verbal communication is more natural and informal
Oral Communication
The ability to speak /articulate single words and later on speak groups
of words in meaningful sequence comes to us in due course of our
growth as a child
We develop this ability to from listening to verbal sounds(words)
As compared to written communication our ability to communicate
through the spoken word(speech)is an ability naturally
developed(provided we are not deaf or dumb)
Oral Communication
Need for oral communication
A manager should be able to talk/speak/discuss/converse/argue or negotiate
an issue
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Should be able to converse or discuss persuasively,effectively and
convincingly
Manager needs oral communication skills that include abilities:To help problem solving
To resolve conflict
To influence people to work together
To persuade others to be involved in organisational goals without being
aggressive
To develop listening skills
To be an effective negotiator
To make a proposal
Oral Communication
One has to know
-when to talk
-when not to talk but listen
-how to talk
-the tone,pitch and modulation
-to be able to interpret the listeners facial expressions,physical gestures and
movements,attitude together with knowledge of his own body talk,(leakage)
which consciously or unconsciously flows out to the listener
It does not matter what you say, what matters is how you say
it
Oral Communication
Objective of Oral Communication
All business activities except telephoning involve face to face verbal
communication/a telephone conversation is one one to one oral
communication that requires control of tone, voice, pitch and precise use of
words
Managers maximum time is devoted to oral communication
manager is engaged in :meetings,discussion,negotiations,seminars,presentations,interviwes,peer
conversation, subordinate instructions and telephonic conversation
Oral Communication
Choice of form of Communication
A manager ‘choice between oral and written communication is guided by
considering the suitability of oral or written form for the purpose and nature
of the subject of communication
Both written and oral forms have advantage and limitations
Comparative Advantages and limitations of oral and
written communication
Oral Communication
Written Communication
More personal and
informal
Better for complex and
difficult subjects facts and
opinions
Makes immediate impact
Better for keeping records
of messages exchanged
Provides opportunity for
interaction and feedback
Provides opportunity to
refer back
Helps us to correct
ourselves(Feedback/non
verbal cues received)
Can be read at receiver’s
convenience or pleasure
Better for conveying
feelings and emotions
Can be revised before
transmitting
Can be circulated
Comparative Advantages and limitations of oral and
written communication
Oral Communication
Written Communication
Limitations
Demands ability to think
coherently as you speak
Never know if the message
is ever read
A word once uttered
cannot be taken back
Impersonal and remote
Hard to control voice pitch
and tone, especially under
stress, excitement or anger
Immediate feeback is not
available for correction on
the spot
Reader is not helped with
non verbal cues that
contribute the total
message
Very difficult to be
conscious of our body
language
Many people do not like
reading if business/official
Time consuming
Oral Communication
Principles of Successful Oral Communication
Oral Communication is indispensible in any group or business activity
The purpose of effective talking is to be heard and understood by the listener
Our communication should have:
The rhythm and tone of a living voice-to achieve this quality use language
that is
 free from long winding sentences
 cliches
 old fashioned words and phrases
 The pitch of the voice should consider the distance between listener and
speaker
 The tone should be marked by the accent of sincerity and confidence
Oral Communication
The listener unlike the reader of a written communication can watch the act
of verbalising the ideas and feelings of a speaker
The listerner is able to note the unconscious body language which may
contradict the intent of the spoken words and is constantly affected by the
tone of endearment, hostility, superiority, conceit, sincerity or insincerity
Speaker has to be very careful about his words and manner of speaking
them
Albert Mehrabiam’s research reveals astonishing facts about how different
factors contribute to speakers total messageVerbal------7%
Tone of voice------38%
Visual -----------55%
Oral Communication
The nature of the spoken word:
Unlike the printed word (of the written message) the spoken word (in oral
communication)is short lived
The listener cannot turn back to the spoken word as the reader can in case
he misses its meaning while reading it
To overcome this the limitation the listener has to listen closely and
attentively
The speaker should converse slowly with proper semantic pauses-so that
the listener registers it in his mind
Research has established that speakers speak nearly 125 words a minute
Brain of the listener processes nearly 4-5 times more rapidly
If gap between the process of receiving and registering morecomprehension will be difficult/speak fluently
Oral Communication
What is Fluency?
Fluency usually means ease as a condition of speaking/But a fluent speaker
is one who is heard with ease
The listener does not have to strain his mind to receive register and interpret
the message heard
Listening is activated and helped when the speaker delivers his words as if
they are moving in an ordered procession
Each word is distinctly heard and easily connected with other words to form
the verbal structure of the message
Oral Communication
Characteristics of effective oral communication
According to Francis J Bergin oral communication is characterised by seven
Cs-------1.CANDIDNESS-unbaised/frank/outspoken
2.CLARITY-(getting the meaning from your head into the head of the listener
/readers )
3.COMPLETENESS-Contains all the facts
4.CONCISENESS-say in the fewest possible words
5.CONCRETENESS-Being specific/definite and not vague
6.CORRECTNESS-message should not contain wrong information
7.COURTESY-Focus on you attitude instead of I attitude
Oral Communication
Characteristics of effective oral communication
In simple term the communicator should follow the following
 Consider the objective
 Think about the interest level of the receiver
 Be sincere
 Use simple language/familiar words
 Be brief and precise
 Avoid vagueness
 Give full facts
 Assume nothing
 Use polite words and tone
 Cut out insulting message
 Say something interesting and pleasing to the recipient
 Allow time to respond
Oral Communication
Characteristics of effective oral communication
Four S’s of Communication
1.SHORTNESS
2.SIMPLICITY
3.STRENGTH
4.SINCERITY
Oral Communication
Barriers to effective oral communication
Managers have to communicate individually with people at different levels –
superiors/subordinates/peers/customers/public figures
The oral mode of communication is easy time saving and functionally helpful
in resolving issues
Oral communication demands great control and communicative competence
to be successful
Oral communication shares with written communication all barriers
The foremost barriers to oral communication is poor listening
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LISTENING: Listening is a psychological act affected by several factors
such asStatus
Halo effect(-when speaker is trusted-buyer trusts the seller and buys )
Complexes-lack of confidence or superiority
Closed and all knowing mind-know everything
Oral Communication
Contd of LISTENING
 Premature evaluation and hurried conclusions as distortions-prejudging
 Abstracting:-partial listening/selective on some aspects of the conversation)
 Slant-biased presentation of a matter by speaker instead of straight talk
speaks in an oblique manner:-almost telling a lie
 Cognitive dissonance:-At times the listener fails to accept or respond to
assumptions underlying the new information communicated (unprepared to
change from old belief and knowledge)
 Language barrier:-The language of communication should be the medium
shared by both speaker and listener
-In business English I widely used in all parts of the world(essential in a
multilingual country like India- English a global medium)
Oral Communication
 The barriers that interfere with oral communication can be reduced or
removed through skills of conversation control
What is Conversation Control?
 The art of conversation control consists on our ability to listen with
concentration and reply well
 Conversation control 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 to develop along key issues in an
uninterrupted way towards the desired end
 Conversation control helps us carry on and conclude our conversation
(dialogue/discussion )effectively on a note of satisfaction as a result of
mutual understanding and agreement
Oral Communication
In business the following situations require application of conversation control
Skills: How to sell or buy
 How to negotiate
 How to interview
 How to participate in a meeting
 How to disagree without being rude
 How to protest without offending
 How to compliment/praise
 How to respond to personal criticism
Oral Communication
The following skills will help your oral communication: Interacting with people in meetings in a convincing way
 Handling objections to a proposal made by you
 Being able to react to criticism in a confident manner
 Developing skills in interviewing
 Learning how to get correct information quickly
Oral communication Paralinguistic
We have understood what is Oral and Aural communication
 Oral Communication : Paralinguistics
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Paralinguistics-Paralanguage or paralinguistics is used to the study of non
verbal communication
 Some call the study of body language-facial expressions
-eye movements
-gestures etc which add meaning to what is being said
 Paralanguage- refers to all vocally produced sound that is not direct form of
linguistic(human voice communicates something beyond language)crying
laughing groaning whining
 Body language(Kinesics)
 Spatial language(proxemics)
Overall classification of systems of
communication
Communication
Oral
Verbal
Non verbal
Channel
Paralanguage
Audio-visual
Language Paralinguistics
(Speech)
Written
Sign Language Body Lang Spatial lang
(Kinesics) (proxemics)
Linguistics signs
(Natural Language Visual signs
For writing)
Aural signs