Verbal communication

9th May, 2008

 Objectives

To enhance the ability to speak

one-on-one with others.

To feel more confident speaking

socially or small groups
Why good communication skills?

Demand from:
Industry
Business
Client

To make powerful, impressive and lasting

impression, start from within.
Process of Communication

• Sender

• Message

• Receiver

• Feedback
Let us estimate the percentage
proportions used in
an effective communication:
Actual words, used: %??

The way words are spoken (voice pitch, tone, emphasis,

volume, etc.): %??

Body Language used (posture, facial expressions, etc.):

%??
 Actual
Words Used
7%

Body Tone
Language 38%
55%
It’s not only WHAT you say,

but HOW you say it.

Tips for effective verbal
communication:

Think and prepare before you speak.

Reduce your usage of verbal pauses

Avoid careless language

Simple Speech mechanics

Clarity Questioning

Short sentences Confrontation

Accuracy Expressing

Empathy Acknowledging a difference of

opinion

Sincerity Asking for /offering help.

To Make Effective Communication
Listen

LIsten

LISten

LISTen

LISTEn

LISTEN
2 types of listening

1. Passive

2. Active
 3 steps towards active listening

•Non-verbal cues: eye contact, leaning toward the

speaker, alert expression on your face.

•Verbal cues: uh-huh, 'yes', I understand, etc.

•Feedback: where the listener summarises, clarifies,

or asks questions.
Reasons for not listening:

Decide in advance that the speaker or the subject will be

uninteresting.

Been distracted when someone is speaking.

Didn't adjust to what the speaker was saying.

Took too many notes.

CONTD…

•Felt that what was being said was too difficult to understand.

•Got sidetracked by certain words or expressions.

•Jumped in too soon to relate your own ideas or experience.

•Listened only for the facts and didn't pay attention to body language.

•Daydreaming
Group Dynamics:

There are the four main areas tested in your GD

i. Content

ii. Communication skills

iii. Group dynamics

iv. Leadership
Telephone Etiquette
Before you answer
 Be prepared

 Turn away from you computer, desk or

other work

 Have pens, pencils and notepaper

handy
Answering the phone
 Answer calls promptly – within 3 rings

 Smile as you pick the phone – The caller

will hear it in your voice

 Project a tone that is enthusiastic,

natural attentive and respectful.

 Greet the caller and identify yourself

and your company/ department/unit

 Ask, ‘How may I help you?’’

During the conversation
 Enunciate clearly. Speak distinctly.

 Use plain English and avoid unnecessary

jargon and acronyms

 Always speak calmly and choose your

words naturally
CONTD..
 Use all your listening skills

 Focus your full attention on the caller and

the conversation

 Listen “between” the words

 Use active listening to clarify and check

for understanding
During the conversation
 If there is a problem, project a tone that is
concerned, empathetic and apologetic

 Avoid the five forbidden phrases

 ‘’No”
Instead. Find a way to state the situation
positively
 “I don’t know”
Instead, say: “That is a good question; let
me find out for you”
During the conversation
 “I/We can’t do that.”
Instead say: “This is what I/we can do”

 “You will have to”

Instead say: “Here’s how we can help you”

 “just a second”
Instead Give a more honest estimate of how
long will take you
 Concluding the call
 End the conversation with agreement on
what is to happen next; if you are to follow
up, do so immediately.

 Thank the caller for calling, invite the caller

to caller again
 Small Talks

Conversation that breaks the ice

Barriers to Communication

•Cultural Barrier

•Psychological barrier

•Physical Barrier
Overcoming Barriers
Keep

It

Short

Simple
ITS ALL

IN

YOUR

HANDS