verbal communication and bussiness comun

this ppt helped you awrithing

1. VERBAL COMMUNICATION

2. “Verbal Communication.” We may often think that, having good communication skills is all about the ability to speak well….. Or all about “SPEAKING.”

3. We are right…… But only 50% right. Because…. Verbal Communication has another very important part…… “LISTENING”. “Speaking” + “Listening” = “Verbal Communication.”

4. “LISTENING.” Most of the successful people I've known are the ones who do more listening than talking. Bernard M. Baruch “ To listen well, is as powerful a means of influence as to talk well, and is as essential to all true conversation ”   Chinese Proverbs “We have two ears and one mouth so that we can listen twice as much as we speak.”

5. Kinds of LISTENING… There are different kinds of listening … Appreciative Listening Empathetic Listening Comprehensive Listening Critical Listening Sympathetic Listening.

6. Broadly, LISTENING may be classified into… Sympathetic Listening and Empathetic Listening.

7. Sympathetic LISTENING … In sympathetic listening we care about the other person and show this concern in the way we pay close attention and express our sorrow for their ills and happiness at their joys. In other words there is “sharing” of feelings.

8. Example for sympathetic listening… On your way back from office, you slip and fall and hurt your back. When you reach home your family members “Feel” for you. They “share” your hurt feelings and maybe even shed a tear in sympathy.

9. Empathetic LISTENING … When we listen empathetically , we go beyond sympathy to seek a truer understanding of how others are feeling. This requires excellent discrimination and close attention to the nuances of emotional signals. When we are being truly empathetic , we actually acknowledge what they are feeling. In order to get others to expose these deep parts of themselves to us, we also need to demonstrate our empathy in our demeanor towards them, listening sensitively and in a way that encourages self-disclosure

10. Example for empathetic listening … On your way back from office, you slip and fall and hurt your back. You visit your doctor. Your doctor does not share your feelings. He does not reject or trifle your feelings, but on the contrary, he acknowledges your feelings totally and treats you for your injuries. Here, there is no “sharing” of feelings, but acknowledgement of “feelings.”

11. For effective Verbal Communication Skills… We need to develop our skills at Empathetic Listening. How do we do it ??? * First of all, we would need to acquaint ourselves with the parameters that constitute Empathetic Listening while evaluating someone’s speaking skills.

12. Parameters of evaluation… Speed ….number of words per minute. Clarity …if audible & free of distortion. Pronunciation … utterance of speech. Familiarity ...acquaintance with words used. Punctuation …use of various kinds of pauses. Fluency …Able to express easily. Expression …transforming of ideas into words. Content … meaning or substance of speech.

13. Exercise in evaluation… * An exercise in reading is evaluated by the rest of the class. Listeners will evaluate a reader on the given parameters. All parameters carry a maximum of 10 marks except ‘Content’, which carries a maximum of 30 marks. Finally feedback is given for a total of 100 marks, in the PNP format.

14. “Speaking.” ‘To speak’ and ‘to speak well’ are two things.  A fool may talk, but a wise man speaks.   ~Ben Johnson It is better to keep one's mouth shut, and be thought a fool, than to open it and resolve all doubt.   ~Abraham Lincoln The words you choose to say something are just as important as the decision to speak.   ~Author Unknown

15. Speaking consists of two parts… 1) “What to Speak.” No and 2) “How to Speak.” (Compliment, reason why you can’t do, Give other suggestion, compliment)

16. 1) “What to Speak.” Content development: * The first step is Brainstorming. * The next step is to choose a Presentation Format/ Storage System. * The Final step is the Presentation itself.

17. Brain Storming… Individual Brainstorming is the process of you getting your ideas out on paper. The idea is to put down all of / most of your ideas on paper. This has two advantages . 1.It encourages the unrestricted flow of thoughts . 2. It facilitates the strategic or comparative evaluation of your ideas .ie. Once on paper, you have the opportunity of ranking your ideas in terms of importance and efficacy. You may now pit your ideas against one another and choose the best ones.

18. Putting them all together… Now that we know what we are going to speak, we need to put down all our ideas in the most presentable manner . We need a Format as per which we may present these Ideas . We may call it a Presentation / Display Format or a Storage System.

19. Need for Storage Systems … Asked a question, “Do we forget due to nervousness or Do we get nervous due to forgetting?” We may ponder ……. Eg. “What if you had to recite the alphabet in front of an audience?”… “would you get nervous?” … “Obviously Not!” Or…

20. Why do we get Nervous? Nervousness does not cause as much Forgetting as….. Forgetting causes Nervousness. * One of the main causes of Nervousness is “Forgetting”, or rather, “The Fear of Forgetting”. * In other words, we would not get nervous if we knew for certain that we would not forget…our lines.

21. So, to prevent forgetting, we need … A Good Storage System or A Good Retrieval System…. A Good Storage System or Display Format, also makes it easy for our listeners to understand our Ideas easily. Let us check out a few of these “Filing Systems.”

22. Storage System 1 IBC… Introduction, Body, Conclusion format… 1.Introduce the Topic or what you are going to say. 2. In the Body , add a few Supporting ideas to build further. 3. End with appropriate Conclusion.

23. Storage System 2 WHPI… 1.What … Begin with the End/Conclusion…. 2.How ….How do we support the Conclusion.. 3.Prove It …. Using examples/Case Studies/Statistics. 4.Conclude with… I hope I have been able to…..(use conclusion used in the beginning).

24. Storage System 3 Time Sequence… 1.Start with Reference/Relevance to The Past … 2. Continue with Reference/Relevance to The Present… 3. Project The Future (With Personal Touch).

25. Storage System 4 +ve , -ve, personal touch 1. Introduction with +ve (advantages/strengths). 2. Continue with –ve (disadvantages/weaknesses). 3. Give your Personal opinion based on how you’ve evaluated the +ve and –ve.

26. Now let’s move to the next part of Speaking…. “How to Speak.” “Speak clearly, if you speak at all; carve every word before you let it fall.” Oliver Wendell Holmes.

27. 2) “How to Speak.” Guidelines … Speed Clarity Punctuation Pronunciation Familiarity Fluency Expression….VnA

28. Speed Speed ….number of words per minute. Average person use 100 to 130 wpm. Slowing down on rate of speech is the first step towards better speech.

29. Clarity Clarity …if audible & free of distortion . Speech should be loud enough to carry to all the listeners. Judge the acoustics of the room. Voice Clarity can be mastered with regular practice.

30. Pronunciation Pronunciation … utterance of speech . Always remember that English is not "phonetic". That means that we do not always say a word the same way that we spell it. Use a Good Dictionary or work with your Trainer to Correct pronunciation.

31. Punctuation Punctuation…use of various kinds of pauses. Pause at Full Stops. Pause at Commas. Pause at Semi colons. Pause at Interjection marks. Pause at Question marks.

32. Familiarity Familiarity...acquaintance with words used. Learning new words… Using known words in new contexts… Understanding contexts and situations before reading again..

33. Fluency Fluency…Able to express easily. Developing Fluency is a matter of having all the other parameters in place. Fluency indicates that a comfortable working ability with the language has been established.

34. Expression ….. VnA Expression…transforming of ideas into words , and also the outward manifestation of a mood or a disposition by way of words. Expression of different feelings with words,word stress, tone, pitch and inflection.

35. For VnA… Follow the Guidelines of the IPA (International Phonetic Alphabet). and other VnA Guidelines.

36. Verbal Communication Verbal communication is what is communicated through words, written or spoken Examples of verbal communication include speaking, listening, writing, and reading

37. Spoken (Oral) Communication Includes face-to-face, speech, telephone, video, radio, television, etc This is influenced by pitch, speed, volume, and clarity

38. How Can we Improve our Oral Communication? Speed ….number of words per minute. Clarity …if audible & free of distortion. Pronunciation …utterance of speech. Familiarity ...acquaintance with words used. Punctuation …use of various kinds of pauses. Fluency …Able to express easily. Expression …transforming of ideas into words. Content … meaning or substance of speech.

39. Speed Speed ….number of words per minute. Slowing down on rate of speech is the first step towards better speech. The average person speaks at somewhere between 125 and 150 words per minute.

40. Clarity Clarity …if audible & free of distortion . Speech should be loud enough to carry to all the listeners. Judge the acoustics of the room. Voice Clarity can be mastered with regular practice.

41. Pronunciation Pronunciation … utterance of speech . Always remember that English is not "phonetic". That means that we do not always say a word the same way that we spell it. Use a Good Dictionary or work with your Trainer to Correct pronunciation.

42. Punctuation Punctuation…use of various kinds of pauses. Pause at Full Stops. Pause at Commas. Pause at Semi colons. Pause at Interjection marks. Pause at Question marks.

43. Familiarity Familiarity...acquaintance with words used. Learning new words… Using known words in new contexts… Understanding contexts and situations before reading again..

44. Fluency Fluency…Able to express easily. Developing Fluency is a matter of having all the other parameters in place. Fluency indicates that a comfortable working ability with the language has been established.

45. Expression Expression…transforming of ideas into words , and also the outward manifestation of a mood or a disposition by way of words. Expression of different feelings with words, word stress, tone, pitch and inflection.

46. TELEPHONE COMMUNICATION

47. This is a very important skill to have, especially in the workplace In today’s society, a lot of telephone communication skills have been forgotten Remember that many of our non-verbal cues are not available to us over the phone Which ones will not be effective?

48. Employers will be calling all of you when they ask you in for an interview You need to be able to have an effective conversation and to express interest and excitement about the opportunity It is also possible for the employer to conduct a telephone interview with you at the time of the call, so we always need to be prepared

49. Initiating Conversation This means starting a conversation. We need to do this as employees to be able to build co-worker and customer relationships Shows that we are team players and that we are confident This is also very important when going in for a job interview But WHAT is there to talk about?

50. Why to initiate conversation? Show interest in someone and build a relationship Get information from someone by asking questions Make sure that information has been understood Give information to someone Clarify what is expected Save time by checking Show that you are a team player Provide service to a customer

51. Unwritten Rules If two people are talking and you need to interrupt Say excuse me, and ask them if it is okay that you interrupt for a moment

52. Unwritten Rules If someone is working at their desk Say excuse me, and ask them if it is okay that you interrupt for a moment

53. Unwritten Rules If someone is on the telephone It is generally not polite to interrupt Wait until the end of the call It is important to make eye contact with the person so that they know you are intending on speaking with them after their phone call is over

54. Unwritten Rules If you are having a conversation with someone It is considered polite for you to let them finish their sentence before you add your own thoughts or opinions Use transitions like “to add to your point”, or “I was also thinking that..” In polite conversation, people normally take turns speaking and listening It is important still to be confident and to make sure that you have your chance to get your point across, especially in larger group settings

55. Unwritten Rules If a customer is explaining a problem It is not polite to interrupt Wait until the customer is finished so that you can actively listen and understand their problem

56. Common Greetings to Start Conversation Hello Good morning How are you It’s good to see you

57. During an Interview When you are being interviewed, it is important to ask questions when you are asked if you have any questions This shows that you are interested in the position

58. During an Interview Examples of good interview questions are: Can you describe the work environment here? Can you tell me about the day-to-day responsibilities How soon are you looking to fill this position? What is the next step in your interview process? Is there anything else you need to know concerning my ability to do this job? What is the most important value that this company expects from its employees? Is there a structured career path in this company?

59. INTERACTING WITH COWORKERS

60. Socializing with our work team means showing a willingness to participate as a team member This includes engaging in conversation, showing interest, asking questions, and expressing opinions

61. Every business expects some sort of socialization to occur Employers value socializing, as this builds relationships that may allow encouragement and support of others One of the most common ways of socializing is through work functions – staff meetings, special events, etc. Some companies also offer voluntary socializing like having sports teams or nights out Be careful to not engage in informal socializing in the workplace. Gossiping and complaining is very unethical and unprofessional

62. We can socialize using these skills Asking questions of coworkers and supervisors Initiating conversation Expressing (appropriate) opinions Being patient with and supportive of coworkers Showing interest in coworkers lives and jobs Getting involved in social groups and activities Being cross-trained in other departments Recognizing accomplishments by giving compliments Participating in team meetings