Scribd Logo
Upload

Welcome to Scribd!

  • 29 views

    Session04 - Verbal Communication - Speaking PDF

    Uploaded by

    sajjad islam
    The document outlines a course on English and Business Communication. It consists of 12 sessions covering topics such as developing the right attitude, importance of communication, verbal communication skills like speaking, listening, questioning, and conflict resolution, non-verbal communication, written communication, and effective presentations. The document then focuses on verbal communication when speaking, covering content development through brainstorming and choosing a presentation format or storage system. It also covers how to speak effectively through guidelines on speed, clarity, pronunciation, punctuation, familiarity, fluency and expression. Best practices for telephone communication and cell phone usage are also discussed.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd

    Session04 - Verbal Communication - Speaking PDF

    Uploaded by

    sajjad islam
    29 views27 pages
    The document outlines a course on English and Business Communication. It consists of 12 sessions covering topics such as developing the right attitude, importance of communication, verbal communication skills like speaking, listening, questioning, and conflict resolution, non-verbal communication, written communication, and effective presentations. The document then focuses on verbal communication when speaking, covering content development through brainstorming and choosing a presentation format or storage system. It also covers how to speak effectively through guidelines on speed, clarity, pronunciation, punctuation, familiarity, fluency and expression. Best practices for telephone communication and cell phone usage are also discussed.

    Original Title

    Session04_Verbal communication_Speaking.pdf

    Copyright

    © © All Rights Reserved

    Available Formats

    PDF, TXT or read online from Scribd

    Did you find this document useful?

    Is this content inappropriate?

    The document outlines a course on English and Business Communication. It consists of 12 sessions covering topics such as developing the right attitude, importance of communication, verbal communication skills like speaking, listening, questioning, and conflict resolution, non-verbal communication, written communication, and effective presentations. The document then focuses on verbal communication when speaking, covering content development through brainstorming and choosing a presentation format or storage system. It also covers how to speak effectively through guidelines on speed, clarity, pronunciation, punctuation, familiarity, fluency and expression. Best practices for telephone communication and cell phone usage are also discussed.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    29 views27 pages

    Session04 - Verbal Communication - Speaking PDF

    Uploaded by

    sajjad islam
    The document outlines a course on English and Business Communication. It consists of 12 sessions covering topics such as developing the right attitude, importance of communication, verbal communication skills like speaking, listening, questioning, and conflict resolution, non-verbal communication, written communication, and effective presentations. The document then focuses on verbal communication when speaking, covering content development through brainstorming and choosing a presentation format or storage system. It also covers how to speak effectively through guidelines on speed, clarity, pronunciation, punctuation, familiarity, fluency and expression. Best practices for telephone communication and cell phone usage are also discussed.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    of 27

    English & Business

    Communication

    Resource person: Md. Mubir M. Chowdhury


    Course Outline
    Session no. Topic
    1 Developing the right attitude
    2. Importance of Communication
    3. Intro to business communication
    4. Verbal communication: Speaking
    5. Verbal communication: Listening
    6. Verbal communication: Questioning & Feedback
    7. Verbal communication: Conflict & Confrontation
    8. Non-verbal communication and body language
    9. Written communication
    10. Planning an effective presentation
    11. Preparing an effective presentation
    12. Delivering effective presentation
    Verbal Communication: :
    Speaking
    Verbal Communications in Business
    Verbal communications include:

    Speaking on the phone


    Meetings
    Announcements
    Telephone conferences
    Face-to-face conversations.

    However, there will usually be no record kept of a verbal communication, and messages
    from the sender to receiver
    run the risk of being misunderstood if speech is not clear.
    Speaking consists of two parts…

    1) “What to Speak.”
    and
    2) “How to Speak.”
    1) “What to Speak.”
    Content development:
    1. Brainstorming.
    2. Choose a Presentation Format/ Storage System.
    3. The Presentation itself.
    Brain Storming…
    1. Individual Brainstorming is the process of you
    getting your ideas out on paper.
    2. The idea is to put down all of / most of your ideas
    on paper. This has two advantages.
    1. It encourages the unrestricted flow of thoughts.
    2. It facilitates the strategic or comparative evaluation of
    your ideas .ie. Once on paper, you have the
    opportunity of ranking your ideas in terms of
    importance and efficacy. You may now put your ideas
    against one another and choose the best ones.
    Putting them all together…

    Now that we know what we are going to speak, we need to put down all our
    ideas in the most presentable manner.

    We need a Format as per which we may present these Ideas.

    We may call it a Presentation/Display Format or a Storage System.


    Need for Storage Systems…
    Asked a question, “Do we forget due to
    nervousness or Do we get nervous due
    to forgetting?”

    Eg. “What if you had to recite the alphabet


    in front of an audience?”…
    “would you get nervous?” … “Obviously
    Not!”

    Or…
    Why do we get Nervous?
    Nervousness does not cause as much
    Forgetting as…..
    Forgetting causes Nervousness.

    1. One of the main causes of Nervousness is


    “Forgetting”, or rather, “The Fear of
    Forgetting”.

    2. In other words, we would not get nervous


    if we knew for certain that we would not
    forget…our lines.
    So, to prevent forgetting, we need …
    A Good Storage System or
    A Good Retrieval System….

    A Good Storage System or Display


    Format, also makes it easy for our
    listeners to understand our Ideas easily.

    Let us check out a few of these “Filing


    Systems.”
    Storage System 1
    IBC… Introduction, Body, Conclusion
    format…
    1. Introduce the Topic or what you
    are going to say.
    2. In the Body, add a few Supporting
    ideas to build further.
    3. End with appropriate Conclusion.
    Storage System 2
    WHPI…
    1. What… Begin with the
    End/Conclusion….
    2. How….How do we support the
    Conclusion..
    3. Prove It…. Using examples/Case
    Studies/Statistics.
    4. Conclude with… I hope I have been
    able to…..(use conclusion used in the
    beginning).
    Storage System 3
    Time Sequence…
    1. Start with Reference/Relevance to The Past…
    2. Continue with Reference/Relevance to The Present…
    3. Project The Future (With Personal Touch).
    Storage System 4
    +ve , -ve, personal touch
    1. Introduction with +ve (advantages/strengths).
    2. Continue with –ve (disadvantages/weaknesses).
    3. Give your Personal opinion based on how you’ve evaluated the +ve
    and –ve.
    2) “How to Speak.”

    Guidelines…
    1. Speed
    2. Clarity
    3. Punctuation
    4. Pronunciation
    5. Familiarity
    6. Fluency
    7. Expression
    Speed
    Speed….number of words per
    minute.
    1. While Most people of Indian-
    Subcontinent speak at 170 to
    180 wpm,
    2. Englishmen speak at 110 to 120
    wpm.
    3. Slowing down on rate of speech
    is the first step towards better
    speech.
    Clarity
    Clarity…if audible & free of
    distortion.
    1. Speech should be loud enough
    to carry to all the listeners.
    2. Voice Clarity can be mastered
    with regular practice.
    Pronunciation
    Pronunciation….
    1. Always remember that English
    is not "phonetic". That means
    that we do not always say a
    word the same way that we
    spell it.
    2. Use a Good Dictionary or work
    with your Trainer to Correct
    pronunciation.
    Punctuation
    Punctuation…use of various kinds of
    pauses.
    1. Pause.spotS lluF ta
    2. Pause.sammoC ta
    3. Pause.snoloc imeS ta
    4. Pause.skram noticejretnI ta
    5. Pause.skram notiseuQ ta
    Familiarity
    Familiarity with words
    used.
    1. Learning new words…
    2. Using known words in
    new contexts…
    3. Understanding contexts
    and situations before
    reading again..
    Fluency

    Fluency…Able to express easily.


    1. Developing Fluency is a matter of having all the other parameters in
    place.
    2. Fluency indicates that a comfortable working ability with the language has
    been established.
    Expression
    Expression…transforming of
    ideas into words

    Expression tnereffid fo
    feelings with words,word
    stress, tone, pitch and
    inflection
    Communicating with Telephone
    Telephone Customers
    The big difference when using the phone is that you cannot see
    the customer and they cannot see you. Therefore vital
    information is missing, for example:
    1. Facial expression
    2. Eye contact
    3. Gestures
    4. Reduced ability to demonstrate listening skills
    5. Use of diagrams / objects to explain what you mean

    Remember - you have to work harder when you are dealing


    with customers by phone:
    You can't look - you must listen
    There is no eye contact - you must smile (honestly - it shows in
    your voice)

    Focus on the Positive


    It is important to use positive language when helping
    customers. Even if you are not able to resolve the
    problem yourself immediately, focus on what you can
    do for the customer.

    "I am sorry but I do not have the information you


    want. However I will contact the person who does and
    get back to you tomorrow. Will that be alright?"
    Telephone
    Best Practices
    1. Answer your own phone whenever
    possible.
    2. Return calls the same day.
    3. Do not eat or drink while on the phone.
    4. Do not type while talking.
    5. Ask, “Is now a good time to talk about…”
    6. Schedule phone calls just like a meeting.
    7. Avoid cell phones and pagers in
    meetings.
    8. Do not mumble.
    9. Determine your greeting.

    11/9/2019 25
    Best Practices
    Cell Phones

    1. Turn off your cell phone while in


    common areas.
    2. Use the vibrate feature if you are
    expecting a critical call.
    3. When possible, leave public places
    when answering a call.
    4. Respect other people’s rights not to
    hear your conversation.
    5. Notify others at the beginning of a
    meeting when expecting a critical
    call.

    11/9/2019 26

    You might also like