Download VTU (Visvesvaraya Technological University) MBA 1st Semester (First Semester) 17MBA16-Managerial Communication MC Unit 2 Important Lecture Notes (MBA Study Material Notes)
UNIT 2
ORAL COMMUNICATION
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UNIT 2
ORAL COMMUNICATION
FirstRanker.com - FirstRanker's Choice
UNIT 2
ORAL COMMUNICATION
MEANING AND DEFINITION
FirstRanker.com - FirstRanker's Choice
UNIT 2
ORAL COMMUNICATION
MEANING AND DEFINITION
CHARACTERISTICS / NATURE OF ORAL
COMMUNICATION
? Speakers personality
? Know your audience
? Speech preparation
? Art of speaking
? Voice modulation
? Pauses and punches
? Listener participation
? Summarizing and conclusion
? Great delivery
FirstRanker.com - FirstRanker's Choice
UNIT 2
ORAL COMMUNICATION
MEANING AND DEFINITION
CHARACTERISTICS / NATURE OF ORAL
COMMUNICATION
? Speakers personality
? Know your audience
? Speech preparation
? Art of speaking
? Voice modulation
? Pauses and punches
? Listener participation
? Summarizing and conclusion
? Great delivery
? Clarity of expression
? Clear and correct pronunciation of words
? Develop trust by creating interest in listeners
? Appropriate tone for the situation
? Pleasing note
? Be precise with the message to be communicated.
? 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.
PRINCIPLES OF SUCCESSFUL
ORAL COMMUNICATION
FirstRanker.com - FirstRanker's Choice
UNIT 2
ORAL COMMUNICATION
MEANING AND DEFINITION
CHARACTERISTICS / NATURE OF ORAL
COMMUNICATION
? Speakers personality
? Know your audience
? Speech preparation
? Art of speaking
? Voice modulation
? Pauses and punches
? Listener participation
? Summarizing and conclusion
? Great delivery
? Clarity of expression
? Clear and correct pronunciation of words
? Develop trust by creating interest in listeners
? Appropriate tone for the situation
? Pleasing note
? Be precise with the message to be communicated.
? 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.
PRINCIPLES OF SUCCESSFUL
ORAL COMMUNICATION
FORMS OF ORAL
COMMUNICATION
? Informal face to face talk
? Interviews
? Group communication
? Debate or group discussion
? Meeting
? Conferences
? Speeches and presentations
FirstRanker.com - FirstRanker's Choice
UNIT 2
ORAL COMMUNICATION
MEANING AND DEFINITION
CHARACTERISTICS / NATURE OF ORAL
COMMUNICATION
? Speakers personality
? Know your audience
? Speech preparation
? Art of speaking
? Voice modulation
? Pauses and punches
? Listener participation
? Summarizing and conclusion
? Great delivery
? Clarity of expression
? Clear and correct pronunciation of words
? Develop trust by creating interest in listeners
? Appropriate tone for the situation
? Pleasing note
? Be precise with the message to be communicated.
? 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.
PRINCIPLES OF SUCCESSFUL
ORAL COMMUNICATION
FORMS OF ORAL
COMMUNICATION
? Informal face to face talk
? Interviews
? Group communication
? Debate or group discussion
? Meeting
? Conferences
? Speeches and presentations
FirstRanker.com - FirstRanker's Choice
UNIT 2
ORAL COMMUNICATION
MEANING AND DEFINITION
CHARACTERISTICS / NATURE OF ORAL
COMMUNICATION
? Speakers personality
? Know your audience
? Speech preparation
? Art of speaking
? Voice modulation
? Pauses and punches
? Listener participation
? Summarizing and conclusion
? Great delivery
? Clarity of expression
? Clear and correct pronunciation of words
? Develop trust by creating interest in listeners
? Appropriate tone for the situation
? Pleasing note
? Be precise with the message to be communicated.
? 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.
PRINCIPLES OF SUCCESSFUL
ORAL COMMUNICATION
FORMS OF ORAL
COMMUNICATION
? Informal face to face talk
? Interviews
? Group communication
? Debate or group discussion
? Meeting
? Conferences
? Speeches and presentations
FirstRanker.com - FirstRanker's Choice
UNIT 2
ORAL COMMUNICATION
MEANING AND DEFINITION
CHARACTERISTICS / NATURE OF ORAL
COMMUNICATION
? Speakers personality
? Know your audience
? Speech preparation
? Art of speaking
? Voice modulation
? Pauses and punches
? Listener participation
? Summarizing and conclusion
? Great delivery
? Clarity of expression
? Clear and correct pronunciation of words
? Develop trust by creating interest in listeners
? Appropriate tone for the situation
? Pleasing note
? Be precise with the message to be communicated.
? 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.
PRINCIPLES OF SUCCESSFUL
ORAL COMMUNICATION
FORMS OF ORAL
COMMUNICATION
? Informal face to face talk
? Interviews
? Group communication
? Debate or group discussion
? Meeting
? Conferences
? Speeches and presentations
BARRIERS OF COMMUNICATION
SEMANTIC
BARRIERS
EMOTIONAL/
PSYCHOLO
GICAL
BARRIERS
PHYSICAL
BARRIERS
ORGANIZATI
ONAL
BARRIERS
PERSONAL
BARRIERS
SOCIO
PSYCHOLO
GICAL
BARRIERS
CULTURAL
BARRIERS
TECHNOLO
GICAL
BARRIERS
FirstRanker.com - FirstRanker's Choice
UNIT 2
ORAL COMMUNICATION
MEANING AND DEFINITION
CHARACTERISTICS / NATURE OF ORAL
COMMUNICATION
? Speakers personality
? Know your audience
? Speech preparation
? Art of speaking
? Voice modulation
? Pauses and punches
? Listener participation
? Summarizing and conclusion
? Great delivery
? Clarity of expression
? Clear and correct pronunciation of words
? Develop trust by creating interest in listeners
? Appropriate tone for the situation
? Pleasing note
? Be precise with the message to be communicated.
? 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.
PRINCIPLES OF SUCCESSFUL
ORAL COMMUNICATION
FORMS OF ORAL
COMMUNICATION
? Informal face to face talk
? Interviews
? Group communication
? Debate or group discussion
? Meeting
? Conferences
? Speeches and presentations
BARRIERS OF COMMUNICATION
SEMANTIC
BARRIERS
EMOTIONAL/
PSYCHOLO
GICAL
BARRIERS
PHYSICAL
BARRIERS
ORGANIZATI
ONAL
BARRIERS
PERSONAL
BARRIERS
SOCIO
PSYCHOLO
GICAL
BARRIERS
CULTURAL
BARRIERS
TECHNOLO
GICAL
BARRIERS
FirstRanker.com - FirstRanker's Choice
UNIT 2
ORAL COMMUNICATION
MEANING AND DEFINITION
CHARACTERISTICS / NATURE OF ORAL
COMMUNICATION
? Speakers personality
? Know your audience
? Speech preparation
? Art of speaking
? Voice modulation
? Pauses and punches
? Listener participation
? Summarizing and conclusion
? Great delivery
? Clarity of expression
? Clear and correct pronunciation of words
? Develop trust by creating interest in listeners
? Appropriate tone for the situation
? Pleasing note
? Be precise with the message to be communicated.
? 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.
PRINCIPLES OF SUCCESSFUL
ORAL COMMUNICATION
FORMS OF ORAL
COMMUNICATION
? Informal face to face talk
? Interviews
? Group communication
? Debate or group discussion
? Meeting
? Conferences
? Speeches and presentations
BARRIERS OF COMMUNICATION
SEMANTIC
BARRIERS
EMOTIONAL/
PSYCHOLO
GICAL
BARRIERS
PHYSICAL
BARRIERS
ORGANIZATI
ONAL
BARRIERS
PERSONAL
BARRIERS
SOCIO
PSYCHOLO
GICAL
BARRIERS
CULTURAL
BARRIERS
TECHNOLO
GICAL
BARRIERS
OVERCOMING BARRIERS / TECHNIQUES FOR
IMPROVING COMMUNICATION
? Two way Communication
? Strengthening communication network
? Promoting participative approach
? Appropriate language
? Credibility in communication
? Good listening
? Selecting effective communication channel
FirstRanker.com - FirstRanker's Choice
UNIT 2
ORAL COMMUNICATION
MEANING AND DEFINITION
CHARACTERISTICS / NATURE OF ORAL
COMMUNICATION
? Speakers personality
? Know your audience
? Speech preparation
? Art of speaking
? Voice modulation
? Pauses and punches
? Listener participation
? Summarizing and conclusion
? Great delivery
? Clarity of expression
? Clear and correct pronunciation of words
? Develop trust by creating interest in listeners
? Appropriate tone for the situation
? Pleasing note
? Be precise with the message to be communicated.
? 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.
PRINCIPLES OF SUCCESSFUL
ORAL COMMUNICATION
FORMS OF ORAL
COMMUNICATION
? Informal face to face talk
? Interviews
? Group communication
? Debate or group discussion
? Meeting
? Conferences
? Speeches and presentations
BARRIERS OF COMMUNICATION
SEMANTIC
BARRIERS
EMOTIONAL/
PSYCHOLO
GICAL
BARRIERS
PHYSICAL
BARRIERS
ORGANIZATI
ONAL
BARRIERS
PERSONAL
BARRIERS
SOCIO
PSYCHOLO
GICAL
BARRIERS
CULTURAL
BARRIERS
TECHNOLO
GICAL
BARRIERS
OVERCOMING BARRIERS / TECHNIQUES FOR
IMPROVING COMMUNICATION
? Two way Communication
? Strengthening communication network
? Promoting participative approach
? Appropriate language
? Credibility in communication
? Good listening
? Selecting effective communication channel
CONVERSATION CONTROL
The art of conversation consists in our
ability to listen with concentration
and reply well.
FirstRanker.com - FirstRanker's Choice
UNIT 2
ORAL COMMUNICATION
MEANING AND DEFINITION
CHARACTERISTICS / NATURE OF ORAL
COMMUNICATION
? Speakers personality
? Know your audience
? Speech preparation
? Art of speaking
? Voice modulation
? Pauses and punches
? Listener participation
? Summarizing and conclusion
? Great delivery
? Clarity of expression
? Clear and correct pronunciation of words
? Develop trust by creating interest in listeners
? Appropriate tone for the situation
? Pleasing note
? Be precise with the message to be communicated.
? 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.
PRINCIPLES OF SUCCESSFUL
ORAL COMMUNICATION
FORMS OF ORAL
COMMUNICATION
? Informal face to face talk
? Interviews
? Group communication
? Debate or group discussion
? Meeting
? Conferences
? Speeches and presentations
BARRIERS OF COMMUNICATION
SEMANTIC
BARRIERS
EMOTIONAL/
PSYCHOLO
GICAL
BARRIERS
PHYSICAL
BARRIERS
ORGANIZATI
ONAL
BARRIERS
PERSONAL
BARRIERS
SOCIO
PSYCHOLO
GICAL
BARRIERS
CULTURAL
BARRIERS
TECHNOLO
GICAL
BARRIERS
OVERCOMING BARRIERS / TECHNIQUES FOR
IMPROVING COMMUNICATION
? Two way Communication
? Strengthening communication network
? Promoting participative approach
? Appropriate language
? Credibility in communication
? Good listening
? Selecting effective communication channel
CONVERSATION CONTROL
The art of conversation consists in our
ability to listen with concentration
and reply well.
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.
FirstRanker.com - FirstRanker's Choice
UNIT 2
ORAL COMMUNICATION
MEANING AND DEFINITION
CHARACTERISTICS / NATURE OF ORAL
COMMUNICATION
? Speakers personality
? Know your audience
? Speech preparation
? Art of speaking
? Voice modulation
? Pauses and punches
? Listener participation
? Summarizing and conclusion
? Great delivery
? Clarity of expression
? Clear and correct pronunciation of words
? Develop trust by creating interest in listeners
? Appropriate tone for the situation
? Pleasing note
? Be precise with the message to be communicated.
? 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.
PRINCIPLES OF SUCCESSFUL
ORAL COMMUNICATION
FORMS OF ORAL
COMMUNICATION
? Informal face to face talk
? Interviews
? Group communication
? Debate or group discussion
? Meeting
? Conferences
? Speeches and presentations
BARRIERS OF COMMUNICATION
SEMANTIC
BARRIERS
EMOTIONAL/
PSYCHOLO
GICAL
BARRIERS
PHYSICAL
BARRIERS
ORGANIZATI
ONAL
BARRIERS
PERSONAL
BARRIERS
SOCIO
PSYCHOLO
GICAL
BARRIERS
CULTURAL
BARRIERS
TECHNOLO
GICAL
BARRIERS
OVERCOMING BARRIERS / TECHNIQUES FOR
IMPROVING COMMUNICATION
? Two way Communication
? Strengthening communication network
? Promoting participative approach
? Appropriate language
? Credibility in communication
? Good listening
? Selecting effective communication channel
CONVERSATION CONTROL
The art of conversation consists in our
ability to listen with concentration
and reply well.
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.
CONVERSATION CONTROL TECHNIQUES
? Questioning
? Compliments
? Eye contact
? pauses
FirstRanker.com - FirstRanker's Choice
UNIT 2
ORAL COMMUNICATION
MEANING AND DEFINITION
CHARACTERISTICS / NATURE OF ORAL
COMMUNICATION
? Speakers personality
? Know your audience
? Speech preparation
? Art of speaking
? Voice modulation
? Pauses and punches
? Listener participation
? Summarizing and conclusion
? Great delivery
? Clarity of expression
? Clear and correct pronunciation of words
? Develop trust by creating interest in listeners
? Appropriate tone for the situation
? Pleasing note
? Be precise with the message to be communicated.
? 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.
PRINCIPLES OF SUCCESSFUL
ORAL COMMUNICATION
FORMS OF ORAL
COMMUNICATION
? Informal face to face talk
? Interviews
? Group communication
? Debate or group discussion
? Meeting
? Conferences
? Speeches and presentations
BARRIERS OF COMMUNICATION
SEMANTIC
BARRIERS
EMOTIONAL/
PSYCHOLO
GICAL
BARRIERS
PHYSICAL
BARRIERS
ORGANIZATI
ONAL
BARRIERS
PERSONAL
BARRIERS
SOCIO
PSYCHOLO
GICAL
BARRIERS
CULTURAL
BARRIERS
TECHNOLO
GICAL
BARRIERS
OVERCOMING BARRIERS / TECHNIQUES FOR
IMPROVING COMMUNICATION
? Two way Communication
? Strengthening communication network
? Promoting participative approach
? Appropriate language
? Credibility in communication
? Good listening
? Selecting effective communication channel
CONVERSATION CONTROL
The art of conversation consists in our
ability to listen with concentration
and reply well.
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.
CONVERSATION CONTROL TECHNIQUES
? Questioning
? Compliments
? Eye contact
? pauses
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.
FirstRanker.com - FirstRanker's Choice
UNIT 2
ORAL COMMUNICATION
MEANING AND DEFINITION
CHARACTERISTICS / NATURE OF ORAL
COMMUNICATION
? Speakers personality
? Know your audience
? Speech preparation
? Art of speaking
? Voice modulation
? Pauses and punches
? Listener participation
? Summarizing and conclusion
? Great delivery
? Clarity of expression
? Clear and correct pronunciation of words
? Develop trust by creating interest in listeners
? Appropriate tone for the situation
? Pleasing note
? Be precise with the message to be communicated.
? 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.
PRINCIPLES OF SUCCESSFUL
ORAL COMMUNICATION
FORMS OF ORAL
COMMUNICATION
? Informal face to face talk
? Interviews
? Group communication
? Debate or group discussion
? Meeting
? Conferences
? Speeches and presentations
BARRIERS OF COMMUNICATION
SEMANTIC
BARRIERS
EMOTIONAL/
PSYCHOLO
GICAL
BARRIERS
PHYSICAL
BARRIERS
ORGANIZATI
ONAL
BARRIERS
PERSONAL
BARRIERS
SOCIO
PSYCHOLO
GICAL
BARRIERS
CULTURAL
BARRIERS
TECHNOLO
GICAL
BARRIERS
OVERCOMING BARRIERS / TECHNIQUES FOR
IMPROVING COMMUNICATION
? Two way Communication
? Strengthening communication network
? Promoting participative approach
? Appropriate language
? Credibility in communication
? Good listening
? Selecting effective communication channel
CONVERSATION CONTROL
The art of conversation consists in our
ability to listen with concentration
and reply well.
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.
CONVERSATION CONTROL TECHNIQUES
? Questioning
? Compliments
? Eye contact
? pauses
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.
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.
FirstRanker.com - FirstRanker's Choice
UNIT 2
ORAL COMMUNICATION
MEANING AND DEFINITION
CHARACTERISTICS / NATURE OF ORAL
COMMUNICATION
? Speakers personality
? Know your audience
? Speech preparation
? Art of speaking
? Voice modulation
? Pauses and punches
? Listener participation
? Summarizing and conclusion
? Great delivery
? Clarity of expression
? Clear and correct pronunciation of words
? Develop trust by creating interest in listeners
? Appropriate tone for the situation
? Pleasing note
? Be precise with the message to be communicated.
? 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.
PRINCIPLES OF SUCCESSFUL
ORAL COMMUNICATION
FORMS OF ORAL
COMMUNICATION
? Informal face to face talk
? Interviews
? Group communication
? Debate or group discussion
? Meeting
? Conferences
? Speeches and presentations
BARRIERS OF COMMUNICATION
SEMANTIC
BARRIERS
EMOTIONAL/
PSYCHOLO
GICAL
BARRIERS
PHYSICAL
BARRIERS
ORGANIZATI
ONAL
BARRIERS
PERSONAL
BARRIERS
SOCIO
PSYCHOLO
GICAL
BARRIERS
CULTURAL
BARRIERS
TECHNOLO
GICAL
BARRIERS
OVERCOMING BARRIERS / TECHNIQUES FOR
IMPROVING COMMUNICATION
? Two way Communication
? Strengthening communication network
? Promoting participative approach
? Appropriate language
? Credibility in communication
? Good listening
? Selecting effective communication channel
CONVERSATION CONTROL
The art of conversation consists in our
ability to listen with concentration
and reply well.
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.
CONVERSATION CONTROL TECHNIQUES
? Questioning
? Compliments
? Eye contact
? pauses
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.
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.
MODES OF ORAL COMMUNICATION
Face-to-Face Exchange
Interviews
Meetings
Speech
Seminars
Group Discussion
Telephonic conversation
FirstRanker.com - FirstRanker's Choice
UNIT 2
ORAL COMMUNICATION
MEANING AND DEFINITION
CHARACTERISTICS / NATURE OF ORAL
COMMUNICATION
? Speakers personality
? Know your audience
? Speech preparation
? Art of speaking
? Voice modulation
? Pauses and punches
? Listener participation
? Summarizing and conclusion
? Great delivery
? Clarity of expression
? Clear and correct pronunciation of words
? Develop trust by creating interest in listeners
? Appropriate tone for the situation
? Pleasing note
? Be precise with the message to be communicated.
? 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.
PRINCIPLES OF SUCCESSFUL
ORAL COMMUNICATION
FORMS OF ORAL
COMMUNICATION
? Informal face to face talk
? Interviews
? Group communication
? Debate or group discussion
? Meeting
? Conferences
? Speeches and presentations
BARRIERS OF COMMUNICATION
SEMANTIC
BARRIERS
EMOTIONAL/
PSYCHOLO
GICAL
BARRIERS
PHYSICAL
BARRIERS
ORGANIZATI
ONAL
BARRIERS
PERSONAL
BARRIERS
SOCIO
PSYCHOLO
GICAL
BARRIERS
CULTURAL
BARRIERS
TECHNOLO
GICAL
BARRIERS
OVERCOMING BARRIERS / TECHNIQUES FOR
IMPROVING COMMUNICATION
? Two way Communication
? Strengthening communication network
? Promoting participative approach
? Appropriate language
? Credibility in communication
? Good listening
? Selecting effective communication channel
CONVERSATION CONTROL
The art of conversation consists in our
ability to listen with concentration
and reply well.
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.
CONVERSATION CONTROL TECHNIQUES
? Questioning
? Compliments
? Eye contact
? pauses
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.
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.
MODES OF ORAL COMMUNICATION
Face-to-Face Exchange
Interviews
Meetings
Speech
Seminars
Group Discussion
Telephonic conversation
LISTENING AND NON VERBAL
COMMUNICATION
Ch. 12, Slide 18
FirstRanker.com - FirstRanker's Choice
UNIT 2
ORAL COMMUNICATION
MEANING AND DEFINITION
CHARACTERISTICS / NATURE OF ORAL
COMMUNICATION
? Speakers personality
? Know your audience
? Speech preparation
? Art of speaking
? Voice modulation
? Pauses and punches
? Listener participation
? Summarizing and conclusion
? Great delivery
? Clarity of expression
? Clear and correct pronunciation of words
? Develop trust by creating interest in listeners
? Appropriate tone for the situation
? Pleasing note
? Be precise with the message to be communicated.
? 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.
PRINCIPLES OF SUCCESSFUL
ORAL COMMUNICATION
FORMS OF ORAL
COMMUNICATION
? Informal face to face talk
? Interviews
? Group communication
? Debate or group discussion
? Meeting
? Conferences
? Speeches and presentations
BARRIERS OF COMMUNICATION
SEMANTIC
BARRIERS
EMOTIONAL/
PSYCHOLO
GICAL
BARRIERS
PHYSICAL
BARRIERS
ORGANIZATI
ONAL
BARRIERS
PERSONAL
BARRIERS
SOCIO
PSYCHOLO
GICAL
BARRIERS
CULTURAL
BARRIERS
TECHNOLO
GICAL
BARRIERS
OVERCOMING BARRIERS / TECHNIQUES FOR
IMPROVING COMMUNICATION
? Two way Communication
? Strengthening communication network
? Promoting participative approach
? Appropriate language
? Credibility in communication
? Good listening
? Selecting effective communication channel
CONVERSATION CONTROL
The art of conversation consists in our
ability to listen with concentration
and reply well.
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.
CONVERSATION CONTROL TECHNIQUES
? Questioning
? Compliments
? Eye contact
? pauses
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.
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.
MODES OF ORAL COMMUNICATION
Face-to-Face Exchange
Interviews
Meetings
Speech
Seminars
Group Discussion
Telephonic conversation
LISTENING AND NON VERBAL
COMMUNICATION
Ch. 12, Slide 18
Meaning and Definition of
Listening
? ?listening is a process of receiving,
interpreting and reacting to the
messages received from the
communication sender?.
FirstRanker.com - FirstRanker's Choice
UNIT 2
ORAL COMMUNICATION
MEANING AND DEFINITION
CHARACTERISTICS / NATURE OF ORAL
COMMUNICATION
? Speakers personality
? Know your audience
? Speech preparation
? Art of speaking
? Voice modulation
? Pauses and punches
? Listener participation
? Summarizing and conclusion
? Great delivery
? Clarity of expression
? Clear and correct pronunciation of words
? Develop trust by creating interest in listeners
? Appropriate tone for the situation
? Pleasing note
? Be precise with the message to be communicated.
? 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.
PRINCIPLES OF SUCCESSFUL
ORAL COMMUNICATION
FORMS OF ORAL
COMMUNICATION
? Informal face to face talk
? Interviews
? Group communication
? Debate or group discussion
? Meeting
? Conferences
? Speeches and presentations
BARRIERS OF COMMUNICATION
SEMANTIC
BARRIERS
EMOTIONAL/
PSYCHOLO
GICAL
BARRIERS
PHYSICAL
BARRIERS
ORGANIZATI
ONAL
BARRIERS
PERSONAL
BARRIERS
SOCIO
PSYCHOLO
GICAL
BARRIERS
CULTURAL
BARRIERS
TECHNOLO
GICAL
BARRIERS
OVERCOMING BARRIERS / TECHNIQUES FOR
IMPROVING COMMUNICATION
? Two way Communication
? Strengthening communication network
? Promoting participative approach
? Appropriate language
? Credibility in communication
? Good listening
? Selecting effective communication channel
CONVERSATION CONTROL
The art of conversation consists in our
ability to listen with concentration
and reply well.
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.
CONVERSATION CONTROL TECHNIQUES
? Questioning
? Compliments
? Eye contact
? pauses
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.
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.
MODES OF ORAL COMMUNICATION
Face-to-Face Exchange
Interviews
Meetings
Speech
Seminars
Group Discussion
Telephonic conversation
LISTENING AND NON VERBAL
COMMUNICATION
Ch. 12, Slide 18
Meaning and Definition of
Listening
? ?listening is a process of receiving,
interpreting and reacting to the
messages received from the
communication sender?.
Hearing
To perceive sound via the ear
FirstRanker.com - FirstRanker's Choice
UNIT 2
ORAL COMMUNICATION
MEANING AND DEFINITION
CHARACTERISTICS / NATURE OF ORAL
COMMUNICATION
? Speakers personality
? Know your audience
? Speech preparation
? Art of speaking
? Voice modulation
? Pauses and punches
? Listener participation
? Summarizing and conclusion
? Great delivery
? Clarity of expression
? Clear and correct pronunciation of words
? Develop trust by creating interest in listeners
? Appropriate tone for the situation
? Pleasing note
? Be precise with the message to be communicated.
? 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.
PRINCIPLES OF SUCCESSFUL
ORAL COMMUNICATION
FORMS OF ORAL
COMMUNICATION
? Informal face to face talk
? Interviews
? Group communication
? Debate or group discussion
? Meeting
? Conferences
? Speeches and presentations
BARRIERS OF COMMUNICATION
SEMANTIC
BARRIERS
EMOTIONAL/
PSYCHOLO
GICAL
BARRIERS
PHYSICAL
BARRIERS
ORGANIZATI
ONAL
BARRIERS
PERSONAL
BARRIERS
SOCIO
PSYCHOLO
GICAL
BARRIERS
CULTURAL
BARRIERS
TECHNOLO
GICAL
BARRIERS
OVERCOMING BARRIERS / TECHNIQUES FOR
IMPROVING COMMUNICATION
? Two way Communication
? Strengthening communication network
? Promoting participative approach
? Appropriate language
? Credibility in communication
? Good listening
? Selecting effective communication channel
CONVERSATION CONTROL
The art of conversation consists in our
ability to listen with concentration
and reply well.
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.
CONVERSATION CONTROL TECHNIQUES
? Questioning
? Compliments
? Eye contact
? pauses
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.
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.
MODES OF ORAL COMMUNICATION
Face-to-Face Exchange
Interviews
Meetings
Speech
Seminars
Group Discussion
Telephonic conversation
LISTENING AND NON VERBAL
COMMUNICATION
Ch. 12, Slide 18
Meaning and Definition of
Listening
? ?listening is a process of receiving,
interpreting and reacting to the
messages received from the
communication sender?.
Hearing
To perceive sound via the ear
Listening
To concentrate on hearing
something; heed or pay attention to
Collins English Dictionary
FirstRanker.com - FirstRanker's Choice
UNIT 2
ORAL COMMUNICATION
MEANING AND DEFINITION
CHARACTERISTICS / NATURE OF ORAL
COMMUNICATION
? Speakers personality
? Know your audience
? Speech preparation
? Art of speaking
? Voice modulation
? Pauses and punches
? Listener participation
? Summarizing and conclusion
? Great delivery
? Clarity of expression
? Clear and correct pronunciation of words
? Develop trust by creating interest in listeners
? Appropriate tone for the situation
? Pleasing note
? Be precise with the message to be communicated.
? 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.
PRINCIPLES OF SUCCESSFUL
ORAL COMMUNICATION
FORMS OF ORAL
COMMUNICATION
? Informal face to face talk
? Interviews
? Group communication
? Debate or group discussion
? Meeting
? Conferences
? Speeches and presentations
BARRIERS OF COMMUNICATION
SEMANTIC
BARRIERS
EMOTIONAL/
PSYCHOLO
GICAL
BARRIERS
PHYSICAL
BARRIERS
ORGANIZATI
ONAL
BARRIERS
PERSONAL
BARRIERS
SOCIO
PSYCHOLO
GICAL
BARRIERS
CULTURAL
BARRIERS
TECHNOLO
GICAL
BARRIERS
OVERCOMING BARRIERS / TECHNIQUES FOR
IMPROVING COMMUNICATION
? Two way Communication
? Strengthening communication network
? Promoting participative approach
? Appropriate language
? Credibility in communication
? Good listening
? Selecting effective communication channel
CONVERSATION CONTROL
The art of conversation consists in our
ability to listen with concentration
and reply well.
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.
CONVERSATION CONTROL TECHNIQUES
? Questioning
? Compliments
? Eye contact
? pauses
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.
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.
MODES OF ORAL COMMUNICATION
Face-to-Face Exchange
Interviews
Meetings
Speech
Seminars
Group Discussion
Telephonic conversation
LISTENING AND NON VERBAL
COMMUNICATION
Ch. 12, Slide 18
Meaning and Definition of
Listening
? ?listening is a process of receiving,
interpreting and reacting to the
messages received from the
communication sender?.
Hearing
To perceive sound via the ear
Listening
To concentrate on hearing
something; heed or pay attention to
Collins English Dictionary
Why listening skills are important
? Improves relationships
? Improves our knowledge
? Improves our understanding
? Prevents problems escalating
? Saves time and energy
? Leads to better results
FirstRanker.com - FirstRanker's Choice
UNIT 2
ORAL COMMUNICATION
MEANING AND DEFINITION
CHARACTERISTICS / NATURE OF ORAL
COMMUNICATION
? Speakers personality
? Know your audience
? Speech preparation
? Art of speaking
? Voice modulation
? Pauses and punches
? Listener participation
? Summarizing and conclusion
? Great delivery
? Clarity of expression
? Clear and correct pronunciation of words
? Develop trust by creating interest in listeners
? Appropriate tone for the situation
? Pleasing note
? Be precise with the message to be communicated.
? 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.
PRINCIPLES OF SUCCESSFUL
ORAL COMMUNICATION
FORMS OF ORAL
COMMUNICATION
? Informal face to face talk
? Interviews
? Group communication
? Debate or group discussion
? Meeting
? Conferences
? Speeches and presentations
BARRIERS OF COMMUNICATION
SEMANTIC
BARRIERS
EMOTIONAL/
PSYCHOLO
GICAL
BARRIERS
PHYSICAL
BARRIERS
ORGANIZATI
ONAL
BARRIERS
PERSONAL
BARRIERS
SOCIO
PSYCHOLO
GICAL
BARRIERS
CULTURAL
BARRIERS
TECHNOLO
GICAL
BARRIERS
OVERCOMING BARRIERS / TECHNIQUES FOR
IMPROVING COMMUNICATION
? Two way Communication
? Strengthening communication network
? Promoting participative approach
? Appropriate language
? Credibility in communication
? Good listening
? Selecting effective communication channel
CONVERSATION CONTROL
The art of conversation consists in our
ability to listen with concentration
and reply well.
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.
CONVERSATION CONTROL TECHNIQUES
? Questioning
? Compliments
? Eye contact
? pauses
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.
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.
MODES OF ORAL COMMUNICATION
Face-to-Face Exchange
Interviews
Meetings
Speech
Seminars
Group Discussion
Telephonic conversation
LISTENING AND NON VERBAL
COMMUNICATION
Ch. 12, Slide 18
Meaning and Definition of
Listening
? ?listening is a process of receiving,
interpreting and reacting to the
messages received from the
communication sender?.
Hearing
To perceive sound via the ear
Listening
To concentrate on hearing
something; heed or pay attention to
Collins English Dictionary
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 test evidence and
assumptions
? To be inspired and motivated
? To improve overall communication
FirstRanker.com - FirstRanker's Choice
UNIT 2
ORAL COMMUNICATION
MEANING AND DEFINITION
CHARACTERISTICS / NATURE OF ORAL
COMMUNICATION
? Speakers personality
? Know your audience
? Speech preparation
? Art of speaking
? Voice modulation
? Pauses and punches
? Listener participation
? Summarizing and conclusion
? Great delivery
? Clarity of expression
? Clear and correct pronunciation of words
? Develop trust by creating interest in listeners
? Appropriate tone for the situation
? Pleasing note
? Be precise with the message to be communicated.
? 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.
PRINCIPLES OF SUCCESSFUL
ORAL COMMUNICATION
FORMS OF ORAL
COMMUNICATION
? Informal face to face talk
? Interviews
? Group communication
? Debate or group discussion
? Meeting
? Conferences
? Speeches and presentations
BARRIERS OF COMMUNICATION
SEMANTIC
BARRIERS
EMOTIONAL/
PSYCHOLO
GICAL
BARRIERS
PHYSICAL
BARRIERS
ORGANIZATI
ONAL
BARRIERS
PERSONAL
BARRIERS
SOCIO
PSYCHOLO
GICAL
BARRIERS
CULTURAL
BARRIERS
TECHNOLO
GICAL
BARRIERS
OVERCOMING BARRIERS / TECHNIQUES FOR
IMPROVING COMMUNICATION
? Two way Communication
? Strengthening communication network
? Promoting participative approach
? Appropriate language
? Credibility in communication
? Good listening
? Selecting effective communication channel
CONVERSATION CONTROL
The art of conversation consists in our
ability to listen with concentration
and reply well.
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.
CONVERSATION CONTROL TECHNIQUES
? Questioning
? Compliments
? Eye contact
? pauses
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.
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.
MODES OF ORAL COMMUNICATION
Face-to-Face Exchange
Interviews
Meetings
Speech
Seminars
Group Discussion
Telephonic conversation
LISTENING AND NON VERBAL
COMMUNICATION
Ch. 12, Slide 18
Meaning and Definition of
Listening
? ?listening is a process of receiving,
interpreting and reacting to the
messages received from the
communication sender?.
Hearing
To perceive sound via the ear
Listening
To concentrate on hearing
something; heed or pay attention to
Collins English Dictionary
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 test evidence and
assumptions
? To be inspired and motivated
? To improve overall communication
The listening process
? Physically hear message and take note
? Affected by external factors i.e noise
? Infer speaker?s meaning based on own experiences
? Need to understand speaker?s frame of reference
1.Receiving
? Store message for future reference
2. Interpreting
? Consider points mentioned and assess their
importance
3. Remembering
? Reacting to speaker?s message
4. Evaluating
? In certain occasion, action is vital. Put all promised
action in writing and make sure to deliver promises
5. Responding
6. Acting
FirstRanker.com - FirstRanker's Choice
UNIT 2
ORAL COMMUNICATION
MEANING AND DEFINITION
CHARACTERISTICS / NATURE OF ORAL
COMMUNICATION
? Speakers personality
? Know your audience
? Speech preparation
? Art of speaking
? Voice modulation
? Pauses and punches
? Listener participation
? Summarizing and conclusion
? Great delivery
? Clarity of expression
? Clear and correct pronunciation of words
? Develop trust by creating interest in listeners
? Appropriate tone for the situation
? Pleasing note
? Be precise with the message to be communicated.
? 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.
PRINCIPLES OF SUCCESSFUL
ORAL COMMUNICATION
FORMS OF ORAL
COMMUNICATION
? Informal face to face talk
? Interviews
? Group communication
? Debate or group discussion
? Meeting
? Conferences
? Speeches and presentations
BARRIERS OF COMMUNICATION
SEMANTIC
BARRIERS
EMOTIONAL/
PSYCHOLO
GICAL
BARRIERS
PHYSICAL
BARRIERS
ORGANIZATI
ONAL
BARRIERS
PERSONAL
BARRIERS
SOCIO
PSYCHOLO
GICAL
BARRIERS
CULTURAL
BARRIERS
TECHNOLO
GICAL
BARRIERS
OVERCOMING BARRIERS / TECHNIQUES FOR
IMPROVING COMMUNICATION
? Two way Communication
? Strengthening communication network
? Promoting participative approach
? Appropriate language
? Credibility in communication
? Good listening
? Selecting effective communication channel
CONVERSATION CONTROL
The art of conversation consists in our
ability to listen with concentration
and reply well.
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.
CONVERSATION CONTROL TECHNIQUES
? Questioning
? Compliments
? Eye contact
? pauses
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.
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.
MODES OF ORAL COMMUNICATION
Face-to-Face Exchange
Interviews
Meetings
Speech
Seminars
Group Discussion
Telephonic conversation
LISTENING AND NON VERBAL
COMMUNICATION
Ch. 12, Slide 18
Meaning and Definition of
Listening
? ?listening is a process of receiving,
interpreting and reacting to the
messages received from the
communication sender?.
Hearing
To perceive sound via the ear
Listening
To concentrate on hearing
something; heed or pay attention to
Collins English Dictionary
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 test evidence and
assumptions
? To be inspired and motivated
? To improve overall communication
The listening process
? Physically hear message and take note
? Affected by external factors i.e noise
? Infer speaker?s meaning based on own experiences
? Need to understand speaker?s frame of reference
1.Receiving
? Store message for future reference
2. Interpreting
? Consider points mentioned and assess their
importance
3. Remembering
? Reacting to speaker?s message
4. Evaluating
? In certain occasion, action is vital. Put all promised
action in writing and make sure to deliver promises
5. Responding
6. Acting
ELEMENTS OF EFECTIVE LISTENING
Hearing
Interpreting
Evaluating
Responding
FirstRanker.com - FirstRanker's Choice
UNIT 2
ORAL COMMUNICATION
MEANING AND DEFINITION
CHARACTERISTICS / NATURE OF ORAL
COMMUNICATION
? Speakers personality
? Know your audience
? Speech preparation
? Art of speaking
? Voice modulation
? Pauses and punches
? Listener participation
? Summarizing and conclusion
? Great delivery
? Clarity of expression
? Clear and correct pronunciation of words
? Develop trust by creating interest in listeners
? Appropriate tone for the situation
? Pleasing note
? Be precise with the message to be communicated.
? 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.
PRINCIPLES OF SUCCESSFUL
ORAL COMMUNICATION
FORMS OF ORAL
COMMUNICATION
? Informal face to face talk
? Interviews
? Group communication
? Debate or group discussion
? Meeting
? Conferences
? Speeches and presentations
BARRIERS OF COMMUNICATION
SEMANTIC
BARRIERS
EMOTIONAL/
PSYCHOLO
GICAL
BARRIERS
PHYSICAL
BARRIERS
ORGANIZATI
ONAL
BARRIERS
PERSONAL
BARRIERS
SOCIO
PSYCHOLO
GICAL
BARRIERS
CULTURAL
BARRIERS
TECHNOLO
GICAL
BARRIERS
OVERCOMING BARRIERS / TECHNIQUES FOR
IMPROVING COMMUNICATION
? Two way Communication
? Strengthening communication network
? Promoting participative approach
? Appropriate language
? Credibility in communication
? Good listening
? Selecting effective communication channel
CONVERSATION CONTROL
The art of conversation consists in our
ability to listen with concentration
and reply well.
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.
CONVERSATION CONTROL TECHNIQUES
? Questioning
? Compliments
? Eye contact
? pauses
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.
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.
MODES OF ORAL COMMUNICATION
Face-to-Face Exchange
Interviews
Meetings
Speech
Seminars
Group Discussion
Telephonic conversation
LISTENING AND NON VERBAL
COMMUNICATION
Ch. 12, Slide 18
Meaning and Definition of
Listening
? ?listening is a process of receiving,
interpreting and reacting to the
messages received from the
communication sender?.
Hearing
To perceive sound via the ear
Listening
To concentrate on hearing
something; heed or pay attention to
Collins English Dictionary
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 test evidence and
assumptions
? To be inspired and motivated
? To improve overall communication
The listening process
? Physically hear message and take note
? Affected by external factors i.e noise
? Infer speaker?s meaning based on own experiences
? Need to understand speaker?s frame of reference
1.Receiving
? Store message for future reference
2. Interpreting
? Consider points mentioned and assess their
importance
3. Remembering
? Reacting to speaker?s message
4. Evaluating
? In certain occasion, action is vital. Put all promised
action in writing and make sure to deliver promises
5. Responding
6. Acting
ELEMENTS OF EFECTIVE LISTENING
Hearing
Interpreting
Evaluating
Responding
FirstRanker.com - FirstRanker's Choice
UNIT 2
ORAL COMMUNICATION
MEANING AND DEFINITION
CHARACTERISTICS / NATURE OF ORAL
COMMUNICATION
? Speakers personality
? Know your audience
? Speech preparation
? Art of speaking
? Voice modulation
? Pauses and punches
? Listener participation
? Summarizing and conclusion
? Great delivery
? Clarity of expression
? Clear and correct pronunciation of words
? Develop trust by creating interest in listeners
? Appropriate tone for the situation
? Pleasing note
? Be precise with the message to be communicated.
? 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.
PRINCIPLES OF SUCCESSFUL
ORAL COMMUNICATION
FORMS OF ORAL
COMMUNICATION
? Informal face to face talk
? Interviews
? Group communication
? Debate or group discussion
? Meeting
? Conferences
? Speeches and presentations
BARRIERS OF COMMUNICATION
SEMANTIC
BARRIERS
EMOTIONAL/
PSYCHOLO
GICAL
BARRIERS
PHYSICAL
BARRIERS
ORGANIZATI
ONAL
BARRIERS
PERSONAL
BARRIERS
SOCIO
PSYCHOLO
GICAL
BARRIERS
CULTURAL
BARRIERS
TECHNOLO
GICAL
BARRIERS
OVERCOMING BARRIERS / TECHNIQUES FOR
IMPROVING COMMUNICATION
? Two way Communication
? Strengthening communication network
? Promoting participative approach
? Appropriate language
? Credibility in communication
? Good listening
? Selecting effective communication channel
CONVERSATION CONTROL
The art of conversation consists in our
ability to listen with concentration
and reply well.
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.
CONVERSATION CONTROL TECHNIQUES
? Questioning
? Compliments
? Eye contact
? pauses
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.
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.
MODES OF ORAL COMMUNICATION
Face-to-Face Exchange
Interviews
Meetings
Speech
Seminars
Group Discussion
Telephonic conversation
LISTENING AND NON VERBAL
COMMUNICATION
Ch. 12, Slide 18
Meaning and Definition of
Listening
? ?listening is a process of receiving,
interpreting and reacting to the
messages received from the
communication sender?.
Hearing
To perceive sound via the ear
Listening
To concentrate on hearing
something; heed or pay attention to
Collins English Dictionary
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 test evidence and
assumptions
? To be inspired and motivated
? To improve overall communication
The listening process
? Physically hear message and take note
? Affected by external factors i.e noise
? Infer speaker?s meaning based on own experiences
? Need to understand speaker?s frame of reference
1.Receiving
? Store message for future reference
2. Interpreting
? Consider points mentioned and assess their
importance
3. Remembering
? Reacting to speaker?s message
4. Evaluating
? In certain occasion, action is vital. Put all promised
action in writing and make sure to deliver promises
5. Responding
6. Acting
ELEMENTS OF EFECTIVE LISTENING
Hearing
Interpreting
Evaluating
Responding
TYPES OF LISTENING
FirstRanker.com - FirstRanker's Choice
UNIT 2
ORAL COMMUNICATION
MEANING AND DEFINITION
CHARACTERISTICS / NATURE OF ORAL
COMMUNICATION
? Speakers personality
? Know your audience
? Speech preparation
? Art of speaking
? Voice modulation
? Pauses and punches
? Listener participation
? Summarizing and conclusion
? Great delivery
? Clarity of expression
? Clear and correct pronunciation of words
? Develop trust by creating interest in listeners
? Appropriate tone for the situation
? Pleasing note
? Be precise with the message to be communicated.
? 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.
PRINCIPLES OF SUCCESSFUL
ORAL COMMUNICATION
FORMS OF ORAL
COMMUNICATION
? Informal face to face talk
? Interviews
? Group communication
? Debate or group discussion
? Meeting
? Conferences
? Speeches and presentations
BARRIERS OF COMMUNICATION
SEMANTIC
BARRIERS
EMOTIONAL/
PSYCHOLO
GICAL
BARRIERS
PHYSICAL
BARRIERS
ORGANIZATI
ONAL
BARRIERS
PERSONAL
BARRIERS
SOCIO
PSYCHOLO
GICAL
BARRIERS
CULTURAL
BARRIERS
TECHNOLO
GICAL
BARRIERS
OVERCOMING BARRIERS / TECHNIQUES FOR
IMPROVING COMMUNICATION
? Two way Communication
? Strengthening communication network
? Promoting participative approach
? Appropriate language
? Credibility in communication
? Good listening
? Selecting effective communication channel
CONVERSATION CONTROL
The art of conversation consists in our
ability to listen with concentration
and reply well.
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.
CONVERSATION CONTROL TECHNIQUES
? Questioning
? Compliments
? Eye contact
? pauses
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.
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.
MODES OF ORAL COMMUNICATION
Face-to-Face Exchange
Interviews
Meetings
Speech
Seminars
Group Discussion
Telephonic conversation
LISTENING AND NON VERBAL
COMMUNICATION
Ch. 12, Slide 18
Meaning and Definition of
Listening
? ?listening is a process of receiving,
interpreting and reacting to the
messages received from the
communication sender?.
Hearing
To perceive sound via the ear
Listening
To concentrate on hearing
something; heed or pay attention to
Collins English Dictionary
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 test evidence and
assumptions
? To be inspired and motivated
? To improve overall communication
The listening process
? Physically hear message and take note
? Affected by external factors i.e noise
? Infer speaker?s meaning based on own experiences
? Need to understand speaker?s frame of reference
1.Receiving
? Store message for future reference
2. Interpreting
? Consider points mentioned and assess their
importance
3. Remembering
? Reacting to speaker?s message
4. Evaluating
? In certain occasion, action is vital. Put all promised
action in writing and make sure to deliver promises
5. Responding
6. Acting
ELEMENTS OF EFECTIVE LISTENING
Hearing
Interpreting
Evaluating
Responding
TYPES OF LISTENING
BARRIERS TO LISTENING
PHYSICAL
BARRIERS
PSYCHOLOGICAL
BARRIERS
LINGUISTIC
BARRIERS
CULTURAL
BARRIERS
1)Noise
2)Physical
Discomfort
3)Physical
Distractions
4)Distance
1)Cultural
Differences
2) Different
values
3)Different
social norms
1)Emotional
Disturbance
2)Anxiety
3)Over
arousal of
Emotions
1)Improper
Message
Decoding
2)Ambiguous
Language
3)Jargon
FirstRanker.com - FirstRanker's Choice
UNIT 2
ORAL COMMUNICATION
MEANING AND DEFINITION
CHARACTERISTICS / NATURE OF ORAL
COMMUNICATION
? Speakers personality
? Know your audience
? Speech preparation
? Art of speaking
? Voice modulation
? Pauses and punches
? Listener participation
? Summarizing and conclusion
? Great delivery
? Clarity of expression
? Clear and correct pronunciation of words
? Develop trust by creating interest in listeners
? Appropriate tone for the situation
? Pleasing note
? Be precise with the message to be communicated.
? 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.
PRINCIPLES OF SUCCESSFUL
ORAL COMMUNICATION
FORMS OF ORAL
COMMUNICATION
? Informal face to face talk
? Interviews
? Group communication
? Debate or group discussion
? Meeting
? Conferences
? Speeches and presentations
BARRIERS OF COMMUNICATION
SEMANTIC
BARRIERS
EMOTIONAL/
PSYCHOLO
GICAL
BARRIERS
PHYSICAL
BARRIERS
ORGANIZATI
ONAL
BARRIERS
PERSONAL
BARRIERS
SOCIO
PSYCHOLO
GICAL
BARRIERS
CULTURAL
BARRIERS
TECHNOLO
GICAL
BARRIERS
OVERCOMING BARRIERS / TECHNIQUES FOR
IMPROVING COMMUNICATION
? Two way Communication
? Strengthening communication network
? Promoting participative approach
? Appropriate language
? Credibility in communication
? Good listening
? Selecting effective communication channel
CONVERSATION CONTROL
The art of conversation consists in our
ability to listen with concentration
and reply well.
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.
CONVERSATION CONTROL TECHNIQUES
? Questioning
? Compliments
? Eye contact
? pauses
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.
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.
MODES OF ORAL COMMUNICATION
Face-to-Face Exchange
Interviews
Meetings
Speech
Seminars
Group Discussion
Telephonic conversation
LISTENING AND NON VERBAL
COMMUNICATION
Ch. 12, Slide 18
Meaning and Definition of
Listening
? ?listening is a process of receiving,
interpreting and reacting to the
messages received from the
communication sender?.
Hearing
To perceive sound via the ear
Listening
To concentrate on hearing
something; heed or pay attention to
Collins English Dictionary
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 test evidence and
assumptions
? To be inspired and motivated
? To improve overall communication
The listening process
? Physically hear message and take note
? Affected by external factors i.e noise
? Infer speaker?s meaning based on own experiences
? Need to understand speaker?s frame of reference
1.Receiving
? Store message for future reference
2. Interpreting
? Consider points mentioned and assess their
importance
3. Remembering
? Reacting to speaker?s message
4. Evaluating
? In certain occasion, action is vital. Put all promised
action in writing and make sure to deliver promises
5. Responding
6. Acting
ELEMENTS OF EFECTIVE LISTENING
Hearing
Interpreting
Evaluating
Responding
TYPES OF LISTENING
BARRIERS TO LISTENING
PHYSICAL
BARRIERS
PSYCHOLOGICAL
BARRIERS
LINGUISTIC
BARRIERS
CULTURAL
BARRIERS
1)Noise
2)Physical
Discomfort
3)Physical
Distractions
4)Distance
1)Cultural
Differences
2) Different
values
3)Different
social norms
1)Emotional
Disturbance
2)Anxiety
3)Over
arousal of
Emotions
1)Improper
Message
Decoding
2)Ambiguous
Language
3)Jargon
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
FirstRanker.com - FirstRanker's Choice
UNIT 2
ORAL COMMUNICATION
MEANING AND DEFINITION
CHARACTERISTICS / NATURE OF ORAL
COMMUNICATION
? Speakers personality
? Know your audience
? Speech preparation
? Art of speaking
? Voice modulation
? Pauses and punches
? Listener participation
? Summarizing and conclusion
? Great delivery
? Clarity of expression
? Clear and correct pronunciation of words
? Develop trust by creating interest in listeners
? Appropriate tone for the situation
? Pleasing note
? Be precise with the message to be communicated.
? 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.
PRINCIPLES OF SUCCESSFUL
ORAL COMMUNICATION
FORMS OF ORAL
COMMUNICATION
? Informal face to face talk
? Interviews
? Group communication
? Debate or group discussion
? Meeting
? Conferences
? Speeches and presentations
BARRIERS OF COMMUNICATION
SEMANTIC
BARRIERS
EMOTIONAL/
PSYCHOLO
GICAL
BARRIERS
PHYSICAL
BARRIERS
ORGANIZATI
ONAL
BARRIERS
PERSONAL
BARRIERS
SOCIO
PSYCHOLO
GICAL
BARRIERS
CULTURAL
BARRIERS
TECHNOLO
GICAL
BARRIERS
OVERCOMING BARRIERS / TECHNIQUES FOR
IMPROVING COMMUNICATION
? Two way Communication
? Strengthening communication network
? Promoting participative approach
? Appropriate language
? Credibility in communication
? Good listening
? Selecting effective communication channel
CONVERSATION CONTROL
The art of conversation consists in our
ability to listen with concentration
and reply well.
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.
CONVERSATION CONTROL TECHNIQUES
? Questioning
? Compliments
? Eye contact
? pauses
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.
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.
MODES OF ORAL COMMUNICATION
Face-to-Face Exchange
Interviews
Meetings
Speech
Seminars
Group Discussion
Telephonic conversation
LISTENING AND NON VERBAL
COMMUNICATION
Ch. 12, Slide 18
Meaning and Definition of
Listening
? ?listening is a process of receiving,
interpreting and reacting to the
messages received from the
communication sender?.
Hearing
To perceive sound via the ear
Listening
To concentrate on hearing
something; heed or pay attention to
Collins English Dictionary
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 test evidence and
assumptions
? To be inspired and motivated
? To improve overall communication
The listening process
? Physically hear message and take note
? Affected by external factors i.e noise
? Infer speaker?s meaning based on own experiences
? Need to understand speaker?s frame of reference
1.Receiving
? Store message for future reference
2. Interpreting
? Consider points mentioned and assess their
importance
3. Remembering
? Reacting to speaker?s message
4. Evaluating
? In certain occasion, action is vital. Put all promised
action in writing and make sure to deliver promises
5. Responding
6. Acting
ELEMENTS OF EFECTIVE LISTENING
Hearing
Interpreting
Evaluating
Responding
TYPES OF LISTENING
BARRIERS TO LISTENING
PHYSICAL
BARRIERS
PSYCHOLOGICAL
BARRIERS
LINGUISTIC
BARRIERS
CULTURAL
BARRIERS
1)Noise
2)Physical
Discomfort
3)Physical
Distractions
4)Distance
1)Cultural
Differences
2) Different
values
3)Different
social norms
1)Emotional
Disturbance
2)Anxiety
3)Over
arousal of
Emotions
1)Improper
Message
Decoding
2)Ambiguous
Language
3)Jargon
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
FirstRanker.com - FirstRanker's Choice
UNIT 2
ORAL COMMUNICATION
MEANING AND DEFINITION
CHARACTERISTICS / NATURE OF ORAL
COMMUNICATION
? Speakers personality
? Know your audience
? Speech preparation
? Art of speaking
? Voice modulation
? Pauses and punches
? Listener participation
? Summarizing and conclusion
? Great delivery
? Clarity of expression
? Clear and correct pronunciation of words
? Develop trust by creating interest in listeners
? Appropriate tone for the situation
? Pleasing note
? Be precise with the message to be communicated.
? 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.
PRINCIPLES OF SUCCESSFUL
ORAL COMMUNICATION
FORMS OF ORAL
COMMUNICATION
? Informal face to face talk
? Interviews
? Group communication
? Debate or group discussion
? Meeting
? Conferences
? Speeches and presentations
BARRIERS OF COMMUNICATION
SEMANTIC
BARRIERS
EMOTIONAL/
PSYCHOLO
GICAL
BARRIERS
PHYSICAL
BARRIERS
ORGANIZATI
ONAL
BARRIERS
PERSONAL
BARRIERS
SOCIO
PSYCHOLO
GICAL
BARRIERS
CULTURAL
BARRIERS
TECHNOLO
GICAL
BARRIERS
OVERCOMING BARRIERS / TECHNIQUES FOR
IMPROVING COMMUNICATION
? Two way Communication
? Strengthening communication network
? Promoting participative approach
? Appropriate language
? Credibility in communication
? Good listening
? Selecting effective communication channel
CONVERSATION CONTROL
The art of conversation consists in our
ability to listen with concentration
and reply well.
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.
CONVERSATION CONTROL TECHNIQUES
? Questioning
? Compliments
? Eye contact
? pauses
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.
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.
MODES OF ORAL COMMUNICATION
Face-to-Face Exchange
Interviews
Meetings
Speech
Seminars
Group Discussion
Telephonic conversation
LISTENING AND NON VERBAL
COMMUNICATION
Ch. 12, Slide 18
Meaning and Definition of
Listening
? ?listening is a process of receiving,
interpreting and reacting to the
messages received from the
communication sender?.
Hearing
To perceive sound via the ear
Listening
To concentrate on hearing
something; heed or pay attention to
Collins English Dictionary
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 test evidence and
assumptions
? To be inspired and motivated
? To improve overall communication
The listening process
? Physically hear message and take note
? Affected by external factors i.e noise
? Infer speaker?s meaning based on own experiences
? Need to understand speaker?s frame of reference
1.Receiving
? Store message for future reference
2. Interpreting
? Consider points mentioned and assess their
importance
3. Remembering
? Reacting to speaker?s message
4. Evaluating
? In certain occasion, action is vital. Put all promised
action in writing and make sure to deliver promises
5. Responding
6. Acting
ELEMENTS OF EFECTIVE LISTENING
Hearing
Interpreting
Evaluating
Responding
TYPES OF LISTENING
BARRIERS TO LISTENING
PHYSICAL
BARRIERS
PSYCHOLOGICAL
BARRIERS
LINGUISTIC
BARRIERS
CULTURAL
BARRIERS
1)Noise
2)Physical
Discomfort
3)Physical
Distractions
4)Distance
1)Cultural
Differences
2) Different
values
3)Different
social norms
1)Emotional
Disturbance
2)Anxiety
3)Over
arousal of
Emotions
1)Improper
Message
Decoding
2)Ambiguous
Language
3)Jargon
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?.
FirstRanker.com - FirstRanker's Choice
UNIT 2
ORAL COMMUNICATION
MEANING AND DEFINITION
CHARACTERISTICS / NATURE OF ORAL
COMMUNICATION
? Speakers personality
? Know your audience
? Speech preparation
? Art of speaking
? Voice modulation
? Pauses and punches
? Listener participation
? Summarizing and conclusion
? Great delivery
? Clarity of expression
? Clear and correct pronunciation of words
? Develop trust by creating interest in listeners
? Appropriate tone for the situation
? Pleasing note
? Be precise with the message to be communicated.
? 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.
PRINCIPLES OF SUCCESSFUL
ORAL COMMUNICATION
FORMS OF ORAL
COMMUNICATION
? Informal face to face talk
? Interviews
? Group communication
? Debate or group discussion
? Meeting
? Conferences
? Speeches and presentations
BARRIERS OF COMMUNICATION
SEMANTIC
BARRIERS
EMOTIONAL/
PSYCHOLO
GICAL
BARRIERS
PHYSICAL
BARRIERS
ORGANIZATI
ONAL
BARRIERS
PERSONAL
BARRIERS
SOCIO
PSYCHOLO
GICAL
BARRIERS
CULTURAL
BARRIERS
TECHNOLO
GICAL
BARRIERS
OVERCOMING BARRIERS / TECHNIQUES FOR
IMPROVING COMMUNICATION
? Two way Communication
? Strengthening communication network
? Promoting participative approach
? Appropriate language
? Credibility in communication
? Good listening
? Selecting effective communication channel
CONVERSATION CONTROL
The art of conversation consists in our
ability to listen with concentration
and reply well.
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.
CONVERSATION CONTROL TECHNIQUES
? Questioning
? Compliments
? Eye contact
? pauses
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.
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.
MODES OF ORAL COMMUNICATION
Face-to-Face Exchange
Interviews
Meetings
Speech
Seminars
Group Discussion
Telephonic conversation
LISTENING AND NON VERBAL
COMMUNICATION
Ch. 12, Slide 18
Meaning and Definition of
Listening
? ?listening is a process of receiving,
interpreting and reacting to the
messages received from the
communication sender?.
Hearing
To perceive sound via the ear
Listening
To concentrate on hearing
something; heed or pay attention to
Collins English Dictionary
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 test evidence and
assumptions
? To be inspired and motivated
? To improve overall communication
The listening process
? Physically hear message and take note
? Affected by external factors i.e noise
? Infer speaker?s meaning based on own experiences
? Need to understand speaker?s frame of reference
1.Receiving
? Store message for future reference
2. Interpreting
? Consider points mentioned and assess their
importance
3. Remembering
? Reacting to speaker?s message
4. Evaluating
? In certain occasion, action is vital. Put all promised
action in writing and make sure to deliver promises
5. Responding
6. Acting
ELEMENTS OF EFECTIVE LISTENING
Hearing
Interpreting
Evaluating
Responding
TYPES OF LISTENING
BARRIERS TO LISTENING
PHYSICAL
BARRIERS
PSYCHOLOGICAL
BARRIERS
LINGUISTIC
BARRIERS
CULTURAL
BARRIERS
1)Noise
2)Physical
Discomfort
3)Physical
Distractions
4)Distance
1)Cultural
Differences
2) Different
values
3)Different
social norms
1)Emotional
Disturbance
2)Anxiety
3)Over
arousal of
Emotions
1)Improper
Message
Decoding
2)Ambiguous
Language
3)Jargon
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 32
FirstRanker.com - FirstRanker's Choice
UNIT 2
ORAL COMMUNICATION
MEANING AND DEFINITION
CHARACTERISTICS / NATURE OF ORAL
COMMUNICATION
? Speakers personality
? Know your audience
? Speech preparation
? Art of speaking
? Voice modulation
? Pauses and punches
? Listener participation
? Summarizing and conclusion
? Great delivery
? Clarity of expression
? Clear and correct pronunciation of words
? Develop trust by creating interest in listeners
? Appropriate tone for the situation
? Pleasing note
? Be precise with the message to be communicated.
? 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.
PRINCIPLES OF SUCCESSFUL
ORAL COMMUNICATION
FORMS OF ORAL
COMMUNICATION
? Informal face to face talk
? Interviews
? Group communication
? Debate or group discussion
? Meeting
? Conferences
? Speeches and presentations
BARRIERS OF COMMUNICATION
SEMANTIC
BARRIERS
EMOTIONAL/
PSYCHOLO
GICAL
BARRIERS
PHYSICAL
BARRIERS
ORGANIZATI
ONAL
BARRIERS
PERSONAL
BARRIERS
SOCIO
PSYCHOLO
GICAL
BARRIERS
CULTURAL
BARRIERS
TECHNOLO
GICAL
BARRIERS
OVERCOMING BARRIERS / TECHNIQUES FOR
IMPROVING COMMUNICATION
? Two way Communication
? Strengthening communication network
? Promoting participative approach
? Appropriate language
? Credibility in communication
? Good listening
? Selecting effective communication channel
CONVERSATION CONTROL
The art of conversation consists in our
ability to listen with concentration
and reply well.
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.
CONVERSATION CONTROL TECHNIQUES
? Questioning
? Compliments
? Eye contact
? pauses
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.
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.
MODES OF ORAL COMMUNICATION
Face-to-Face Exchange
Interviews
Meetings
Speech
Seminars
Group Discussion
Telephonic conversation
LISTENING AND NON VERBAL
COMMUNICATION
Ch. 12, Slide 18
Meaning and Definition of
Listening
? ?listening is a process of receiving,
interpreting and reacting to the
messages received from the
communication sender?.
Hearing
To perceive sound via the ear
Listening
To concentrate on hearing
something; heed or pay attention to
Collins English Dictionary
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 test evidence and
assumptions
? To be inspired and motivated
? To improve overall communication
The listening process
? Physically hear message and take note
? Affected by external factors i.e noise
? Infer speaker?s meaning based on own experiences
? Need to understand speaker?s frame of reference
1.Receiving
? Store message for future reference
2. Interpreting
? Consider points mentioned and assess their
importance
3. Remembering
? Reacting to speaker?s message
4. Evaluating
? In certain occasion, action is vital. Put all promised
action in writing and make sure to deliver promises
5. Responding
6. Acting
ELEMENTS OF EFECTIVE LISTENING
Hearing
Interpreting
Evaluating
Responding
TYPES OF LISTENING
BARRIERS TO LISTENING
PHYSICAL
BARRIERS
PSYCHOLOGICAL
BARRIERS
LINGUISTIC
BARRIERS
CULTURAL
BARRIERS
1)Noise
2)Physical
Discomfort
3)Physical
Distractions
4)Distance
1)Cultural
Differences
2) Different
values
3)Different
social norms
1)Emotional
Disturbance
2)Anxiety
3)Over
arousal of
Emotions
1)Improper
Message
Decoding
2)Ambiguous
Language
3)Jargon
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 32
FirstRanker.com - FirstRanker's Choice
UNIT 2
ORAL COMMUNICATION
MEANING AND DEFINITION
CHARACTERISTICS / NATURE OF ORAL
COMMUNICATION
? Speakers personality
? Know your audience
? Speech preparation
? Art of speaking
? Voice modulation
? Pauses and punches
? Listener participation
? Summarizing and conclusion
? Great delivery
? Clarity of expression
? Clear and correct pronunciation of words
? Develop trust by creating interest in listeners
? Appropriate tone for the situation
? Pleasing note
? Be precise with the message to be communicated.
? 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.
PRINCIPLES OF SUCCESSFUL
ORAL COMMUNICATION
FORMS OF ORAL
COMMUNICATION
? Informal face to face talk
? Interviews
? Group communication
? Debate or group discussion
? Meeting
? Conferences
? Speeches and presentations
BARRIERS OF COMMUNICATION
SEMANTIC
BARRIERS
EMOTIONAL/
PSYCHOLO
GICAL
BARRIERS
PHYSICAL
BARRIERS
ORGANIZATI
ONAL
BARRIERS
PERSONAL
BARRIERS
SOCIO
PSYCHOLO
GICAL
BARRIERS
CULTURAL
BARRIERS
TECHNOLO
GICAL
BARRIERS
OVERCOMING BARRIERS / TECHNIQUES FOR
IMPROVING COMMUNICATION
? Two way Communication
? Strengthening communication network
? Promoting participative approach
? Appropriate language
? Credibility in communication
? Good listening
? Selecting effective communication channel
CONVERSATION CONTROL
The art of conversation consists in our
ability to listen with concentration
and reply well.
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.
CONVERSATION CONTROL TECHNIQUES
? Questioning
? Compliments
? Eye contact
? pauses
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.
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.
MODES OF ORAL COMMUNICATION
Face-to-Face Exchange
Interviews
Meetings
Speech
Seminars
Group Discussion
Telephonic conversation
LISTENING AND NON VERBAL
COMMUNICATION
Ch. 12, Slide 18
Meaning and Definition of
Listening
? ?listening is a process of receiving,
interpreting and reacting to the
messages received from the
communication sender?.
Hearing
To perceive sound via the ear
Listening
To concentrate on hearing
something; heed or pay attention to
Collins English Dictionary
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 test evidence and
assumptions
? To be inspired and motivated
? To improve overall communication
The listening process
? Physically hear message and take note
? Affected by external factors i.e noise
? Infer speaker?s meaning based on own experiences
? Need to understand speaker?s frame of reference
1.Receiving
? Store message for future reference
2. Interpreting
? Consider points mentioned and assess their
importance
3. Remembering
? Reacting to speaker?s message
4. Evaluating
? In certain occasion, action is vital. Put all promised
action in writing and make sure to deliver promises
5. Responding
6. Acting
ELEMENTS OF EFECTIVE LISTENING
Hearing
Interpreting
Evaluating
Responding
TYPES OF LISTENING
BARRIERS TO LISTENING
PHYSICAL
BARRIERS
PSYCHOLOGICAL
BARRIERS
LINGUISTIC
BARRIERS
CULTURAL
BARRIERS
1)Noise
2)Physical
Discomfort
3)Physical
Distractions
4)Distance
1)Cultural
Differences
2) Different
values
3)Different
social norms
1)Emotional
Disturbance
2)Anxiety
3)Over
arousal of
Emotions
1)Improper
Message
Decoding
2)Ambiguous
Language
3)Jargon
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 32
Mary Ellen Guffey, Business Communication: Process and Product, 5e
Ch. 12, Slide 34
FirstRanker.com - FirstRanker's Choice
UNIT 2
ORAL COMMUNICATION
MEANING AND DEFINITION
CHARACTERISTICS / NATURE OF ORAL
COMMUNICATION
? Speakers personality
? Know your audience
? Speech preparation
? Art of speaking
? Voice modulation
? Pauses and punches
? Listener participation
? Summarizing and conclusion
? Great delivery
? Clarity of expression
? Clear and correct pronunciation of words
? Develop trust by creating interest in listeners
? Appropriate tone for the situation
? Pleasing note
? Be precise with the message to be communicated.
? 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.
PRINCIPLES OF SUCCESSFUL
ORAL COMMUNICATION
FORMS OF ORAL
COMMUNICATION
? Informal face to face talk
? Interviews
? Group communication
? Debate or group discussion
? Meeting
? Conferences
? Speeches and presentations
BARRIERS OF COMMUNICATION
SEMANTIC
BARRIERS
EMOTIONAL/
PSYCHOLO
GICAL
BARRIERS
PHYSICAL
BARRIERS
ORGANIZATI
ONAL
BARRIERS
PERSONAL
BARRIERS
SOCIO
PSYCHOLO
GICAL
BARRIERS
CULTURAL
BARRIERS
TECHNOLO
GICAL
BARRIERS
OVERCOMING BARRIERS / TECHNIQUES FOR
IMPROVING COMMUNICATION
? Two way Communication
? Strengthening communication network
? Promoting participative approach
? Appropriate language
? Credibility in communication
? Good listening
? Selecting effective communication channel
CONVERSATION CONTROL
The art of conversation consists in our
ability to listen with concentration
and reply well.
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.
CONVERSATION CONTROL TECHNIQUES
? Questioning
? Compliments
? Eye contact
? pauses
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.
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.
MODES OF ORAL COMMUNICATION
Face-to-Face Exchange
Interviews
Meetings
Speech
Seminars
Group Discussion
Telephonic conversation
LISTENING AND NON VERBAL
COMMUNICATION
Ch. 12, Slide 18
Meaning and Definition of
Listening
? ?listening is a process of receiving,
interpreting and reacting to the
messages received from the
communication sender?.
Hearing
To perceive sound via the ear
Listening
To concentrate on hearing
something; heed or pay attention to
Collins English Dictionary
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 test evidence and
assumptions
? To be inspired and motivated
? To improve overall communication
The listening process
? Physically hear message and take note
? Affected by external factors i.e noise
? Infer speaker?s meaning based on own experiences
? Need to understand speaker?s frame of reference
1.Receiving
? Store message for future reference
2. Interpreting
? Consider points mentioned and assess their
importance
3. Remembering
? Reacting to speaker?s message
4. Evaluating
? In certain occasion, action is vital. Put all promised
action in writing and make sure to deliver promises
5. Responding
6. Acting
ELEMENTS OF EFECTIVE LISTENING
Hearing
Interpreting
Evaluating
Responding
TYPES OF LISTENING
BARRIERS TO LISTENING
PHYSICAL
BARRIERS
PSYCHOLOGICAL
BARRIERS
LINGUISTIC
BARRIERS
CULTURAL
BARRIERS
1)Noise
2)Physical
Discomfort
3)Physical
Distractions
4)Distance
1)Cultural
Differences
2) Different
values
3)Different
social norms
1)Emotional
Disturbance
2)Anxiety
3)Over
arousal of
Emotions
1)Improper
Message
Decoding
2)Ambiguous
Language
3)Jargon
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 32
Mary Ellen Guffey, Business Communication: Process and Product, 5e
Ch. 12, Slide 34
FirstRanker.com - FirstRanker's Choice
UNIT 2
ORAL COMMUNICATION
MEANING AND DEFINITION
CHARACTERISTICS / NATURE OF ORAL
COMMUNICATION
? Speakers personality
? Know your audience
? Speech preparation
? Art of speaking
? Voice modulation
? Pauses and punches
? Listener participation
? Summarizing and conclusion
? Great delivery
? Clarity of expression
? Clear and correct pronunciation of words
? Develop trust by creating interest in listeners
? Appropriate tone for the situation
? Pleasing note
? Be precise with the message to be communicated.
? 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.
PRINCIPLES OF SUCCESSFUL
ORAL COMMUNICATION
FORMS OF ORAL
COMMUNICATION
? Informal face to face talk
? Interviews
? Group communication
? Debate or group discussion
? Meeting
? Conferences
? Speeches and presentations
BARRIERS OF COMMUNICATION
SEMANTIC
BARRIERS
EMOTIONAL/
PSYCHOLO
GICAL
BARRIERS
PHYSICAL
BARRIERS
ORGANIZATI
ONAL
BARRIERS
PERSONAL
BARRIERS
SOCIO
PSYCHOLO
GICAL
BARRIERS
CULTURAL
BARRIERS
TECHNOLO
GICAL
BARRIERS
OVERCOMING BARRIERS / TECHNIQUES FOR
IMPROVING COMMUNICATION
? Two way Communication
? Strengthening communication network
? Promoting participative approach
? Appropriate language
? Credibility in communication
? Good listening
? Selecting effective communication channel
CONVERSATION CONTROL
The art of conversation consists in our
ability to listen with concentration
and reply well.
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.
CONVERSATION CONTROL TECHNIQUES
? Questioning
? Compliments
? Eye contact
? pauses
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.
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.
MODES OF ORAL COMMUNICATION
Face-to-Face Exchange
Interviews
Meetings
Speech
Seminars
Group Discussion
Telephonic conversation
LISTENING AND NON VERBAL
COMMUNICATION
Ch. 12, Slide 18
Meaning and Definition of
Listening
? ?listening is a process of receiving,
interpreting and reacting to the
messages received from the
communication sender?.
Hearing
To perceive sound via the ear
Listening
To concentrate on hearing
something; heed or pay attention to
Collins English Dictionary
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 test evidence and
assumptions
? To be inspired and motivated
? To improve overall communication
The listening process
? Physically hear message and take note
? Affected by external factors i.e noise
? Infer speaker?s meaning based on own experiences
? Need to understand speaker?s frame of reference
1.Receiving
? Store message for future reference
2. Interpreting
? Consider points mentioned and assess their
importance
3. Remembering
? Reacting to speaker?s message
4. Evaluating
? In certain occasion, action is vital. Put all promised
action in writing and make sure to deliver promises
5. Responding
6. Acting
ELEMENTS OF EFECTIVE LISTENING
Hearing
Interpreting
Evaluating
Responding
TYPES OF LISTENING
BARRIERS TO LISTENING
PHYSICAL
BARRIERS
PSYCHOLOGICAL
BARRIERS
LINGUISTIC
BARRIERS
CULTURAL
BARRIERS
1)Noise
2)Physical
Discomfort
3)Physical
Distractions
4)Distance
1)Cultural
Differences
2) Different
values
3)Different
social norms
1)Emotional
Disturbance
2)Anxiety
3)Over
arousal of
Emotions
1)Improper
Message
Decoding
2)Ambiguous
Language
3)Jargon
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 32
Mary Ellen Guffey, Business Communication: Process and Product, 5e
Ch. 12, Slide 34
Components / Forms of Non Verbal
Communication
Paralanguage/ Vocalics
Space Language/ Proxemics
Time language/ Chronemics
Physical Appearance
Touch language/ Haptics
Sign language/ Symbols & Signs
Body language/ Kinesics
FirstRanker.com - FirstRanker's Choice
UNIT 2
ORAL COMMUNICATION
MEANING AND DEFINITION
CHARACTERISTICS / NATURE OF ORAL
COMMUNICATION
? Speakers personality
? Know your audience
? Speech preparation
? Art of speaking
? Voice modulation
? Pauses and punches
? Listener participation
? Summarizing and conclusion
? Great delivery
? Clarity of expression
? Clear and correct pronunciation of words
? Develop trust by creating interest in listeners
? Appropriate tone for the situation
? Pleasing note
? Be precise with the message to be communicated.
? 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.
PRINCIPLES OF SUCCESSFUL
ORAL COMMUNICATION
FORMS OF ORAL
COMMUNICATION
? Informal face to face talk
? Interviews
? Group communication
? Debate or group discussion
? Meeting
? Conferences
? Speeches and presentations
BARRIERS OF COMMUNICATION
SEMANTIC
BARRIERS
EMOTIONAL/
PSYCHOLO
GICAL
BARRIERS
PHYSICAL
BARRIERS
ORGANIZATI
ONAL
BARRIERS
PERSONAL
BARRIERS
SOCIO
PSYCHOLO
GICAL
BARRIERS
CULTURAL
BARRIERS
TECHNOLO
GICAL
BARRIERS
OVERCOMING BARRIERS / TECHNIQUES FOR
IMPROVING COMMUNICATION
? Two way Communication
? Strengthening communication network
? Promoting participative approach
? Appropriate language
? Credibility in communication
? Good listening
? Selecting effective communication channel
CONVERSATION CONTROL
The art of conversation consists in our
ability to listen with concentration
and reply well.
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.
CONVERSATION CONTROL TECHNIQUES
? Questioning
? Compliments
? Eye contact
? pauses
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.
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.
MODES OF ORAL COMMUNICATION
Face-to-Face Exchange
Interviews
Meetings
Speech
Seminars
Group Discussion
Telephonic conversation
LISTENING AND NON VERBAL
COMMUNICATION
Ch. 12, Slide 18
Meaning and Definition of
Listening
? ?listening is a process of receiving,
interpreting and reacting to the
messages received from the
communication sender?.
Hearing
To perceive sound via the ear
Listening
To concentrate on hearing
something; heed or pay attention to
Collins English Dictionary
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 test evidence and
assumptions
? To be inspired and motivated
? To improve overall communication
The listening process
? Physically hear message and take note
? Affected by external factors i.e noise
? Infer speaker?s meaning based on own experiences
? Need to understand speaker?s frame of reference
1.Receiving
? Store message for future reference
2. Interpreting
? Consider points mentioned and assess their
importance
3. Remembering
? Reacting to speaker?s message
4. Evaluating
? In certain occasion, action is vital. Put all promised
action in writing and make sure to deliver promises
5. Responding
6. Acting
ELEMENTS OF EFECTIVE LISTENING
Hearing
Interpreting
Evaluating
Responding
TYPES OF LISTENING
BARRIERS TO LISTENING
PHYSICAL
BARRIERS
PSYCHOLOGICAL
BARRIERS
LINGUISTIC
BARRIERS
CULTURAL
BARRIERS
1)Noise
2)Physical
Discomfort
3)Physical
Distractions
4)Distance
1)Cultural
Differences
2) Different
values
3)Different
social norms
1)Emotional
Disturbance
2)Anxiety
3)Over
arousal of
Emotions
1)Improper
Message
Decoding
2)Ambiguous
Language
3)Jargon
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 32
Mary Ellen Guffey, Business Communication: Process and Product, 5e
Ch. 12, Slide 34
Components / Forms of Non Verbal
Communication
Paralanguage/ Vocalics
Space Language/ Proxemics
Time language/ Chronemics
Physical Appearance
Touch language/ Haptics
Sign language/ Symbols & Signs
Body language/ Kinesics
Paralanguage /Vocalics
FirstRanker.com - FirstRanker's Choice
UNIT 2
ORAL COMMUNICATION
MEANING AND DEFINITION
CHARACTERISTICS / NATURE OF ORAL
COMMUNICATION
? Speakers personality
? Know your audience
? Speech preparation
? Art of speaking
? Voice modulation
? Pauses and punches
? Listener participation
? Summarizing and conclusion
? Great delivery
? Clarity of expression
? Clear and correct pronunciation of words
? Develop trust by creating interest in listeners
? Appropriate tone for the situation
? Pleasing note
? Be precise with the message to be communicated.
? 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.
PRINCIPLES OF SUCCESSFUL
ORAL COMMUNICATION
FORMS OF ORAL
COMMUNICATION
? Informal face to face talk
? Interviews
? Group communication
? Debate or group discussion
? Meeting
? Conferences
? Speeches and presentations
BARRIERS OF COMMUNICATION
SEMANTIC
BARRIERS
EMOTIONAL/
PSYCHOLO
GICAL
BARRIERS
PHYSICAL
BARRIERS
ORGANIZATI
ONAL
BARRIERS
PERSONAL
BARRIERS
SOCIO
PSYCHOLO
GICAL
BARRIERS
CULTURAL
BARRIERS
TECHNOLO
GICAL
BARRIERS
OVERCOMING BARRIERS / TECHNIQUES FOR
IMPROVING COMMUNICATION
? Two way Communication
? Strengthening communication network
? Promoting participative approach
? Appropriate language
? Credibility in communication
? Good listening
? Selecting effective communication channel
CONVERSATION CONTROL
The art of conversation consists in our
ability to listen with concentration
and reply well.
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.
CONVERSATION CONTROL TECHNIQUES
? Questioning
? Compliments
? Eye contact
? pauses
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.
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.
MODES OF ORAL COMMUNICATION
Face-to-Face Exchange
Interviews
Meetings
Speech
Seminars
Group Discussion
Telephonic conversation
LISTENING AND NON VERBAL
COMMUNICATION
Ch. 12, Slide 18
Meaning and Definition of
Listening
? ?listening is a process of receiving,
interpreting and reacting to the
messages received from the
communication sender?.
Hearing
To perceive sound via the ear
Listening
To concentrate on hearing
something; heed or pay attention to
Collins English Dictionary
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 test evidence and
assumptions
? To be inspired and motivated
? To improve overall communication
The listening process
? Physically hear message and take note
? Affected by external factors i.e noise
? Infer speaker?s meaning based on own experiences
? Need to understand speaker?s frame of reference
1.Receiving
? Store message for future reference
2. Interpreting
? Consider points mentioned and assess their
importance
3. Remembering
? Reacting to speaker?s message
4. Evaluating
? In certain occasion, action is vital. Put all promised
action in writing and make sure to deliver promises
5. Responding
6. Acting
ELEMENTS OF EFECTIVE LISTENING
Hearing
Interpreting
Evaluating
Responding
TYPES OF LISTENING
BARRIERS TO LISTENING
PHYSICAL
BARRIERS
PSYCHOLOGICAL
BARRIERS
LINGUISTIC
BARRIERS
CULTURAL
BARRIERS
1)Noise
2)Physical
Discomfort
3)Physical
Distractions
4)Distance
1)Cultural
Differences
2) Different
values
3)Different
social norms
1)Emotional
Disturbance
2)Anxiety
3)Over
arousal of
Emotions
1)Improper
Message
Decoding
2)Ambiguous
Language
3)Jargon
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 32
Mary Ellen Guffey, Business Communication: Process and Product, 5e
Ch. 12, Slide 34
Components / Forms of Non Verbal
Communication
Paralanguage/ Vocalics
Space Language/ Proxemics
Time language/ Chronemics
Physical Appearance
Touch language/ Haptics
Sign language/ Symbols & Signs
Body language/ Kinesics
Paralanguage /Vocalics
Body Language / Kinesics
FirstRanker.com - FirstRanker's Choice
UNIT 2
ORAL COMMUNICATION
MEANING AND DEFINITION
CHARACTERISTICS / NATURE OF ORAL
COMMUNICATION
? Speakers personality
? Know your audience
? Speech preparation
? Art of speaking
? Voice modulation
? Pauses and punches
? Listener participation
? Summarizing and conclusion
? Great delivery
? Clarity of expression
? Clear and correct pronunciation of words
? Develop trust by creating interest in listeners
? Appropriate tone for the situation
? Pleasing note
? Be precise with the message to be communicated.
? 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.
PRINCIPLES OF SUCCESSFUL
ORAL COMMUNICATION
FORMS OF ORAL
COMMUNICATION
? Informal face to face talk
? Interviews
? Group communication
? Debate or group discussion
? Meeting
? Conferences
? Speeches and presentations
BARRIERS OF COMMUNICATION
SEMANTIC
BARRIERS
EMOTIONAL/
PSYCHOLO
GICAL
BARRIERS
PHYSICAL
BARRIERS
ORGANIZATI
ONAL
BARRIERS
PERSONAL
BARRIERS
SOCIO
PSYCHOLO
GICAL
BARRIERS
CULTURAL
BARRIERS
TECHNOLO
GICAL
BARRIERS
OVERCOMING BARRIERS / TECHNIQUES FOR
IMPROVING COMMUNICATION
? Two way Communication
? Strengthening communication network
? Promoting participative approach
? Appropriate language
? Credibility in communication
? Good listening
? Selecting effective communication channel
CONVERSATION CONTROL
The art of conversation consists in our
ability to listen with concentration
and reply well.
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.
CONVERSATION CONTROL TECHNIQUES
? Questioning
? Compliments
? Eye contact
? pauses
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.
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.
MODES OF ORAL COMMUNICATION
Face-to-Face Exchange
Interviews
Meetings
Speech
Seminars
Group Discussion
Telephonic conversation
LISTENING AND NON VERBAL
COMMUNICATION
Ch. 12, Slide 18
Meaning and Definition of
Listening
? ?listening is a process of receiving,
interpreting and reacting to the
messages received from the
communication sender?.
Hearing
To perceive sound via the ear
Listening
To concentrate on hearing
something; heed or pay attention to
Collins English Dictionary
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 test evidence and
assumptions
? To be inspired and motivated
? To improve overall communication
The listening process
? Physically hear message and take note
? Affected by external factors i.e noise
? Infer speaker?s meaning based on own experiences
? Need to understand speaker?s frame of reference
1.Receiving
? Store message for future reference
2. Interpreting
? Consider points mentioned and assess their
importance
3. Remembering
? Reacting to speaker?s message
4. Evaluating
? In certain occasion, action is vital. Put all promised
action in writing and make sure to deliver promises
5. Responding
6. Acting
ELEMENTS OF EFECTIVE LISTENING
Hearing
Interpreting
Evaluating
Responding
TYPES OF LISTENING
BARRIERS TO LISTENING
PHYSICAL
BARRIERS
PSYCHOLOGICAL
BARRIERS
LINGUISTIC
BARRIERS
CULTURAL
BARRIERS
1)Noise
2)Physical
Discomfort
3)Physical
Distractions
4)Distance
1)Cultural
Differences
2) Different
values
3)Different
social norms
1)Emotional
Disturbance
2)Anxiety
3)Over
arousal of
Emotions
1)Improper
Message
Decoding
2)Ambiguous
Language
3)Jargon
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 32
Mary Ellen Guffey, Business Communication: Process and Product, 5e
Ch. 12, Slide 34
Components / Forms of Non Verbal
Communication
Paralanguage/ Vocalics
Space Language/ Proxemics
Time language/ Chronemics
Physical Appearance
Touch language/ Haptics
Sign language/ Symbols & Signs
Body language/ Kinesics
Paralanguage /Vocalics
Body Language / Kinesics Space Language/ Proxemics
FirstRanker.com - FirstRanker's Choice
UNIT 2
ORAL COMMUNICATION
MEANING AND DEFINITION
CHARACTERISTICS / NATURE OF ORAL
COMMUNICATION
? Speakers personality
? Know your audience
? Speech preparation
? Art of speaking
? Voice modulation
? Pauses and punches
? Listener participation
? Summarizing and conclusion
? Great delivery
? Clarity of expression
? Clear and correct pronunciation of words
? Develop trust by creating interest in listeners
? Appropriate tone for the situation
? Pleasing note
? Be precise with the message to be communicated.
? 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.
PRINCIPLES OF SUCCESSFUL
ORAL COMMUNICATION
FORMS OF ORAL
COMMUNICATION
? Informal face to face talk
? Interviews
? Group communication
? Debate or group discussion
? Meeting
? Conferences
? Speeches and presentations
BARRIERS OF COMMUNICATION
SEMANTIC
BARRIERS
EMOTIONAL/
PSYCHOLO
GICAL
BARRIERS
PHYSICAL
BARRIERS
ORGANIZATI
ONAL
BARRIERS
PERSONAL
BARRIERS
SOCIO
PSYCHOLO
GICAL
BARRIERS
CULTURAL
BARRIERS
TECHNOLO
GICAL
BARRIERS
OVERCOMING BARRIERS / TECHNIQUES FOR
IMPROVING COMMUNICATION
? Two way Communication
? Strengthening communication network
? Promoting participative approach
? Appropriate language
? Credibility in communication
? Good listening
? Selecting effective communication channel
CONVERSATION CONTROL
The art of conversation consists in our
ability to listen with concentration
and reply well.
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.
CONVERSATION CONTROL TECHNIQUES
? Questioning
? Compliments
? Eye contact
? pauses
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.
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.
MODES OF ORAL COMMUNICATION
Face-to-Face Exchange
Interviews
Meetings
Speech
Seminars
Group Discussion
Telephonic conversation
LISTENING AND NON VERBAL
COMMUNICATION
Ch. 12, Slide 18
Meaning and Definition of
Listening
? ?listening is a process of receiving,
interpreting and reacting to the
messages received from the
communication sender?.
Hearing
To perceive sound via the ear
Listening
To concentrate on hearing
something; heed or pay attention to
Collins English Dictionary
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 test evidence and
assumptions
? To be inspired and motivated
? To improve overall communication
The listening process
? Physically hear message and take note
? Affected by external factors i.e noise
? Infer speaker?s meaning based on own experiences
? Need to understand speaker?s frame of reference
1.Receiving
? Store message for future reference
2. Interpreting
? Consider points mentioned and assess their
importance
3. Remembering
? Reacting to speaker?s message
4. Evaluating
? In certain occasion, action is vital. Put all promised
action in writing and make sure to deliver promises
5. Responding
6. Acting
ELEMENTS OF EFECTIVE LISTENING
Hearing
Interpreting
Evaluating
Responding
TYPES OF LISTENING
BARRIERS TO LISTENING
PHYSICAL
BARRIERS
PSYCHOLOGICAL
BARRIERS
LINGUISTIC
BARRIERS
CULTURAL
BARRIERS
1)Noise
2)Physical
Discomfort
3)Physical
Distractions
4)Distance
1)Cultural
Differences
2) Different
values
3)Different
social norms
1)Emotional
Disturbance
2)Anxiety
3)Over
arousal of
Emotions
1)Improper
Message
Decoding
2)Ambiguous
Language
3)Jargon
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 32
Mary Ellen Guffey, Business Communication: Process and Product, 5e
Ch. 12, Slide 34
Components / Forms of Non Verbal
Communication
Paralanguage/ Vocalics
Space Language/ Proxemics
Time language/ Chronemics
Physical Appearance
Touch language/ Haptics
Sign language/ Symbols & Signs
Body language/ Kinesics
Paralanguage /Vocalics
Body Language / Kinesics Space Language/ Proxemics
Sign Language/ Symbols and signs
FirstRanker.com - FirstRanker's Choice
UNIT 2
ORAL COMMUNICATION
MEANING AND DEFINITION
CHARACTERISTICS / NATURE OF ORAL
COMMUNICATION
? Speakers personality
? Know your audience
? Speech preparation
? Art of speaking
? Voice modulation
? Pauses and punches
? Listener participation
? Summarizing and conclusion
? Great delivery
? Clarity of expression
? Clear and correct pronunciation of words
? Develop trust by creating interest in listeners
? Appropriate tone for the situation
? Pleasing note
? Be precise with the message to be communicated.
? 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.
PRINCIPLES OF SUCCESSFUL
ORAL COMMUNICATION
FORMS OF ORAL
COMMUNICATION
? Informal face to face talk
? Interviews
? Group communication
? Debate or group discussion
? Meeting
? Conferences
? Speeches and presentations
BARRIERS OF COMMUNICATION
SEMANTIC
BARRIERS
EMOTIONAL/
PSYCHOLO
GICAL
BARRIERS
PHYSICAL
BARRIERS
ORGANIZATI
ONAL
BARRIERS
PERSONAL
BARRIERS
SOCIO
PSYCHOLO
GICAL
BARRIERS
CULTURAL
BARRIERS
TECHNOLO
GICAL
BARRIERS
OVERCOMING BARRIERS / TECHNIQUES FOR
IMPROVING COMMUNICATION
? Two way Communication
? Strengthening communication network
? Promoting participative approach
? Appropriate language
? Credibility in communication
? Good listening
? Selecting effective communication channel
CONVERSATION CONTROL
The art of conversation consists in our
ability to listen with concentration
and reply well.
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.
CONVERSATION CONTROL TECHNIQUES
? Questioning
? Compliments
? Eye contact
? pauses
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.
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.
MODES OF ORAL COMMUNICATION
Face-to-Face Exchange
Interviews
Meetings
Speech
Seminars
Group Discussion
Telephonic conversation
LISTENING AND NON VERBAL
COMMUNICATION
Ch. 12, Slide 18
Meaning and Definition of
Listening
? ?listening is a process of receiving,
interpreting and reacting to the
messages received from the
communication sender?.
Hearing
To perceive sound via the ear
Listening
To concentrate on hearing
something; heed or pay attention to
Collins English Dictionary
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 test evidence and
assumptions
? To be inspired and motivated
? To improve overall communication
The listening process
? Physically hear message and take note
? Affected by external factors i.e noise
? Infer speaker?s meaning based on own experiences
? Need to understand speaker?s frame of reference
1.Receiving
? Store message for future reference
2. Interpreting
? Consider points mentioned and assess their
importance
3. Remembering
? Reacting to speaker?s message
4. Evaluating
? In certain occasion, action is vital. Put all promised
action in writing and make sure to deliver promises
5. Responding
6. Acting
ELEMENTS OF EFECTIVE LISTENING
Hearing
Interpreting
Evaluating
Responding
TYPES OF LISTENING
BARRIERS TO LISTENING
PHYSICAL
BARRIERS
PSYCHOLOGICAL
BARRIERS
LINGUISTIC
BARRIERS
CULTURAL
BARRIERS
1)Noise
2)Physical
Discomfort
3)Physical
Distractions
4)Distance
1)Cultural
Differences
2) Different
values
3)Different
social norms
1)Emotional
Disturbance
2)Anxiety
3)Over
arousal of
Emotions
1)Improper
Message
Decoding
2)Ambiguous
Language
3)Jargon
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 32
Mary Ellen Guffey, Business Communication: Process and Product, 5e
Ch. 12, Slide 34
Components / Forms of Non Verbal
Communication
Paralanguage/ Vocalics
Space Language/ Proxemics
Time language/ Chronemics
Physical Appearance
Touch language/ Haptics
Sign language/ Symbols & Signs
Body language/ Kinesics
Paralanguage /Vocalics
Body Language / Kinesics Space Language/ Proxemics
Sign Language/ Symbols and signs
Time Language
FirstRanker.com - FirstRanker's Choice
UNIT 2
ORAL COMMUNICATION
MEANING AND DEFINITION
CHARACTERISTICS / NATURE OF ORAL
COMMUNICATION
? Speakers personality
? Know your audience
? Speech preparation
? Art of speaking
? Voice modulation
? Pauses and punches
? Listener participation
? Summarizing and conclusion
? Great delivery
? Clarity of expression
? Clear and correct pronunciation of words
? Develop trust by creating interest in listeners
? Appropriate tone for the situation
? Pleasing note
? Be precise with the message to be communicated.
? 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.
PRINCIPLES OF SUCCESSFUL
ORAL COMMUNICATION
FORMS OF ORAL
COMMUNICATION
? Informal face to face talk
? Interviews
? Group communication
? Debate or group discussion
? Meeting
? Conferences
? Speeches and presentations
BARRIERS OF COMMUNICATION
SEMANTIC
BARRIERS
EMOTIONAL/
PSYCHOLO
GICAL
BARRIERS
PHYSICAL
BARRIERS
ORGANIZATI
ONAL
BARRIERS
PERSONAL
BARRIERS
SOCIO
PSYCHOLO
GICAL
BARRIERS
CULTURAL
BARRIERS
TECHNOLO
GICAL
BARRIERS
OVERCOMING BARRIERS / TECHNIQUES FOR
IMPROVING COMMUNICATION
? Two way Communication
? Strengthening communication network
? Promoting participative approach
? Appropriate language
? Credibility in communication
? Good listening
? Selecting effective communication channel
CONVERSATION CONTROL
The art of conversation consists in our
ability to listen with concentration
and reply well.
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.
CONVERSATION CONTROL TECHNIQUES
? Questioning
? Compliments
? Eye contact
? pauses
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.
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.
MODES OF ORAL COMMUNICATION
Face-to-Face Exchange
Interviews
Meetings
Speech
Seminars
Group Discussion
Telephonic conversation
LISTENING AND NON VERBAL
COMMUNICATION
Ch. 12, Slide 18
Meaning and Definition of
Listening
? ?listening is a process of receiving,
interpreting and reacting to the
messages received from the
communication sender?.
Hearing
To perceive sound via the ear
Listening
To concentrate on hearing
something; heed or pay attention to
Collins English Dictionary
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 test evidence and
assumptions
? To be inspired and motivated
? To improve overall communication
The listening process
? Physically hear message and take note
? Affected by external factors i.e noise
? Infer speaker?s meaning based on own experiences
? Need to understand speaker?s frame of reference
1.Receiving
? Store message for future reference
2. Interpreting
? Consider points mentioned and assess their
importance
3. Remembering
? Reacting to speaker?s message
4. Evaluating
? In certain occasion, action is vital. Put all promised
action in writing and make sure to deliver promises
5. Responding
6. Acting
ELEMENTS OF EFECTIVE LISTENING
Hearing
Interpreting
Evaluating
Responding
TYPES OF LISTENING
BARRIERS TO LISTENING
PHYSICAL
BARRIERS
PSYCHOLOGICAL
BARRIERS
LINGUISTIC
BARRIERS
CULTURAL
BARRIERS
1)Noise
2)Physical
Discomfort
3)Physical
Distractions
4)Distance
1)Cultural
Differences
2) Different
values
3)Different
social norms
1)Emotional
Disturbance
2)Anxiety
3)Over
arousal of
Emotions
1)Improper
Message
Decoding
2)Ambiguous
Language
3)Jargon
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 32
Mary Ellen Guffey, Business Communication: Process and Product, 5e
Ch. 12, Slide 34
Components / Forms of Non Verbal
Communication
Paralanguage/ Vocalics
Space Language/ Proxemics
Time language/ Chronemics
Physical Appearance
Touch language/ Haptics
Sign language/ Symbols & Signs
Body language/ Kinesics
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 42
FirstRanker.com - FirstRanker's Choice
UNIT 2
ORAL COMMUNICATION
MEANING AND DEFINITION
CHARACTERISTICS / NATURE OF ORAL
COMMUNICATION
? Speakers personality
? Know your audience
? Speech preparation
? Art of speaking
? Voice modulation
? Pauses and punches
? Listener participation
? Summarizing and conclusion
? Great delivery
? Clarity of expression
? Clear and correct pronunciation of words
? Develop trust by creating interest in listeners
? Appropriate tone for the situation
? Pleasing note
? Be precise with the message to be communicated.
? 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.
PRINCIPLES OF SUCCESSFUL
ORAL COMMUNICATION
FORMS OF ORAL
COMMUNICATION
? Informal face to face talk
? Interviews
? Group communication
? Debate or group discussion
? Meeting
? Conferences
? Speeches and presentations
BARRIERS OF COMMUNICATION
SEMANTIC
BARRIERS
EMOTIONAL/
PSYCHOLO
GICAL
BARRIERS
PHYSICAL
BARRIERS
ORGANIZATI
ONAL
BARRIERS
PERSONAL
BARRIERS
SOCIO
PSYCHOLO
GICAL
BARRIERS
CULTURAL
BARRIERS
TECHNOLO
GICAL
BARRIERS
OVERCOMING BARRIERS / TECHNIQUES FOR
IMPROVING COMMUNICATION
? Two way Communication
? Strengthening communication network
? Promoting participative approach
? Appropriate language
? Credibility in communication
? Good listening
? Selecting effective communication channel
CONVERSATION CONTROL
The art of conversation consists in our
ability to listen with concentration
and reply well.
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.
CONVERSATION CONTROL TECHNIQUES
? Questioning
? Compliments
? Eye contact
? pauses
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.
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.
MODES OF ORAL COMMUNICATION
Face-to-Face Exchange
Interviews
Meetings
Speech
Seminars
Group Discussion
Telephonic conversation
LISTENING AND NON VERBAL
COMMUNICATION
Ch. 12, Slide 18
Meaning and Definition of
Listening
? ?listening is a process of receiving,
interpreting and reacting to the
messages received from the
communication sender?.
Hearing
To perceive sound via the ear
Listening
To concentrate on hearing
something; heed or pay attention to
Collins English Dictionary
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 test evidence and
assumptions
? To be inspired and motivated
? To improve overall communication
The listening process
? Physically hear message and take note
? Affected by external factors i.e noise
? Infer speaker?s meaning based on own experiences
? Need to understand speaker?s frame of reference
1.Receiving
? Store message for future reference
2. Interpreting
? Consider points mentioned and assess their
importance
3. Remembering
? Reacting to speaker?s message
4. Evaluating
? In certain occasion, action is vital. Put all promised
action in writing and make sure to deliver promises
5. Responding
6. Acting
ELEMENTS OF EFECTIVE LISTENING
Hearing
Interpreting
Evaluating
Responding
TYPES OF LISTENING
BARRIERS TO LISTENING
PHYSICAL
BARRIERS
PSYCHOLOGICAL
BARRIERS
LINGUISTIC
BARRIERS
CULTURAL
BARRIERS
1)Noise
2)Physical
Discomfort
3)Physical
Distractions
4)Distance
1)Cultural
Differences
2) Different
values
3)Different
social norms
1)Emotional
Disturbance
2)Anxiety
3)Over
arousal of
Emotions
1)Improper
Message
Decoding
2)Ambiguous
Language
3)Jargon
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 32
Mary Ellen Guffey, Business Communication: Process and Product, 5e
Ch. 12, Slide 34
Components / Forms of Non Verbal
Communication
Paralanguage/ Vocalics
Space Language/ Proxemics
Time language/ Chronemics
Physical Appearance
Touch language/ Haptics
Sign language/ Symbols & Signs
Body language/ Kinesics
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 42
Physical Appearance
FirstRanker.com - FirstRanker's Choice
UNIT 2
ORAL COMMUNICATION
MEANING AND DEFINITION
CHARACTERISTICS / NATURE OF ORAL
COMMUNICATION
? Speakers personality
? Know your audience
? Speech preparation
? Art of speaking
? Voice modulation
? Pauses and punches
? Listener participation
? Summarizing and conclusion
? Great delivery
? Clarity of expression
? Clear and correct pronunciation of words
? Develop trust by creating interest in listeners
? Appropriate tone for the situation
? Pleasing note
? Be precise with the message to be communicated.
? 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.
PRINCIPLES OF SUCCESSFUL
ORAL COMMUNICATION
FORMS OF ORAL
COMMUNICATION
? Informal face to face talk
? Interviews
? Group communication
? Debate or group discussion
? Meeting
? Conferences
? Speeches and presentations
BARRIERS OF COMMUNICATION
SEMANTIC
BARRIERS
EMOTIONAL/
PSYCHOLO
GICAL
BARRIERS
PHYSICAL
BARRIERS
ORGANIZATI
ONAL
BARRIERS
PERSONAL
BARRIERS
SOCIO
PSYCHOLO
GICAL
BARRIERS
CULTURAL
BARRIERS
TECHNOLO
GICAL
BARRIERS
OVERCOMING BARRIERS / TECHNIQUES FOR
IMPROVING COMMUNICATION
? Two way Communication
? Strengthening communication network
? Promoting participative approach
? Appropriate language
? Credibility in communication
? Good listening
? Selecting effective communication channel
CONVERSATION CONTROL
The art of conversation consists in our
ability to listen with concentration
and reply well.
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.
CONVERSATION CONTROL TECHNIQUES
? Questioning
? Compliments
? Eye contact
? pauses
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.
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.
MODES OF ORAL COMMUNICATION
Face-to-Face Exchange
Interviews
Meetings
Speech
Seminars
Group Discussion
Telephonic conversation
LISTENING AND NON VERBAL
COMMUNICATION
Ch. 12, Slide 18
Meaning and Definition of
Listening
? ?listening is a process of receiving,
interpreting and reacting to the
messages received from the
communication sender?.
Hearing
To perceive sound via the ear
Listening
To concentrate on hearing
something; heed or pay attention to
Collins English Dictionary
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 test evidence and
assumptions
? To be inspired and motivated
? To improve overall communication
The listening process
? Physically hear message and take note
? Affected by external factors i.e noise
? Infer speaker?s meaning based on own experiences
? Need to understand speaker?s frame of reference
1.Receiving
? Store message for future reference
2. Interpreting
? Consider points mentioned and assess their
importance
3. Remembering
? Reacting to speaker?s message
4. Evaluating
? In certain occasion, action is vital. Put all promised
action in writing and make sure to deliver promises
5. Responding
6. Acting
ELEMENTS OF EFECTIVE LISTENING
Hearing
Interpreting
Evaluating
Responding
TYPES OF LISTENING
BARRIERS TO LISTENING
PHYSICAL
BARRIERS
PSYCHOLOGICAL
BARRIERS
LINGUISTIC
BARRIERS
CULTURAL
BARRIERS
1)Noise
2)Physical
Discomfort
3)Physical
Distractions
4)Distance
1)Cultural
Differences
2) Different
values
3)Different
social norms
1)Emotional
Disturbance
2)Anxiety
3)Over
arousal of
Emotions
1)Improper
Message
Decoding
2)Ambiguous
Language
3)Jargon
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 32
Mary Ellen Guffey, Business Communication: Process and Product, 5e
Ch. 12, Slide 34
Components / Forms of Non Verbal
Communication
Paralanguage/ Vocalics
Space Language/ Proxemics
Time language/ Chronemics
Physical Appearance
Touch language/ Haptics
Sign language/ Symbols & Signs
Body language/ Kinesics
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 42
Physical Appearance
FirstRanker.com - FirstRanker's Choice
UNIT 2
ORAL COMMUNICATION
MEANING AND DEFINITION
CHARACTERISTICS / NATURE OF ORAL
COMMUNICATION
? Speakers personality
? Know your audience
? Speech preparation
? Art of speaking
? Voice modulation
? Pauses and punches
? Listener participation
? Summarizing and conclusion
? Great delivery
? Clarity of expression
? Clear and correct pronunciation of words
? Develop trust by creating interest in listeners
? Appropriate tone for the situation
? Pleasing note
? Be precise with the message to be communicated.
? 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.
PRINCIPLES OF SUCCESSFUL
ORAL COMMUNICATION
FORMS OF ORAL
COMMUNICATION
? Informal face to face talk
? Interviews
? Group communication
? Debate or group discussion
? Meeting
? Conferences
? Speeches and presentations
BARRIERS OF COMMUNICATION
SEMANTIC
BARRIERS
EMOTIONAL/
PSYCHOLO
GICAL
BARRIERS
PHYSICAL
BARRIERS
ORGANIZATI
ONAL
BARRIERS
PERSONAL
BARRIERS
SOCIO
PSYCHOLO
GICAL
BARRIERS
CULTURAL
BARRIERS
TECHNOLO
GICAL
BARRIERS
OVERCOMING BARRIERS / TECHNIQUES FOR
IMPROVING COMMUNICATION
? Two way Communication
? Strengthening communication network
? Promoting participative approach
? Appropriate language
? Credibility in communication
? Good listening
? Selecting effective communication channel
CONVERSATION CONTROL
The art of conversation consists in our
ability to listen with concentration
and reply well.
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.
CONVERSATION CONTROL TECHNIQUES
? Questioning
? Compliments
? Eye contact
? pauses
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.
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.
MODES OF ORAL COMMUNICATION
Face-to-Face Exchange
Interviews
Meetings
Speech
Seminars
Group Discussion
Telephonic conversation
LISTENING AND NON VERBAL
COMMUNICATION
Ch. 12, Slide 18
Meaning and Definition of
Listening
? ?listening is a process of receiving,
interpreting and reacting to the
messages received from the
communication sender?.
Hearing
To perceive sound via the ear
Listening
To concentrate on hearing
something; heed or pay attention to
Collins English Dictionary
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 test evidence and
assumptions
? To be inspired and motivated
? To improve overall communication
The listening process
? Physically hear message and take note
? Affected by external factors i.e noise
? Infer speaker?s meaning based on own experiences
? Need to understand speaker?s frame of reference
1.Receiving
? Store message for future reference
2. Interpreting
? Consider points mentioned and assess their
importance
3. Remembering
? Reacting to speaker?s message
4. Evaluating
? In certain occasion, action is vital. Put all promised
action in writing and make sure to deliver promises
5. Responding
6. Acting
ELEMENTS OF EFECTIVE LISTENING
Hearing
Interpreting
Evaluating
Responding
TYPES OF LISTENING
BARRIERS TO LISTENING
PHYSICAL
BARRIERS
PSYCHOLOGICAL
BARRIERS
LINGUISTIC
BARRIERS
CULTURAL
BARRIERS
1)Noise
2)Physical
Discomfort
3)Physical
Distractions
4)Distance
1)Cultural
Differences
2) Different
values
3)Different
social norms
1)Emotional
Disturbance
2)Anxiety
3)Over
arousal of
Emotions
1)Improper
Message
Decoding
2)Ambiguous
Language
3)Jargon
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 32
Mary Ellen Guffey, Business Communication: Process and Product, 5e
Ch. 12, Slide 34
Components / Forms of Non Verbal
Communication
Paralanguage/ Vocalics
Space Language/ Proxemics
Time language/ Chronemics
Physical Appearance
Touch language/ Haptics
Sign language/ Symbols & Signs
Body language/ Kinesics
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 42
Physical Appearance
Mary Ellen Guffey, Business Communication: Process and Product, 5e
Ch. 12, Slide 45
FirstRanker.com - FirstRanker's Choice
This post was last modified on 18 February 2020