Unit 2Speaking, listening and non-verbal

communication

OverviewWhy are communication skills important?Oral communication in the workplaceSpeaking skillsListening skillsNon- verbal communicationHow to improve your non-verbal communication

skillsThe telephoneVoice processing

Why are communication skills important?

Oral communication in the workplacePrivate discussionConversation over lunchGossip in the liftTelephone conversationChance meeting in the corridorInformal gathering of staffInstructing subordinatesDealing with clientsFormal meetingsInterviewsTraining sessionsGiving a presentationConferences/seminars

Speaking skillsMost people find talking easier than writing

because phrases can sometimes be used in speech that would not be appropriate in written communication.

However, if understanding is to be complete and effective, the spoken language needs to be chosen carefully

Listening skills

Listening skillsListening is half of oral communicationAll effective leaders and managers realise the

importance of acquiring good listening skillsConsequences of not listening carefully could

be disastrous.

The listening process

Barriers to effective listeningPre-judgementSelfishnessSelective listening

Non- verbal communication

How to improve your non-verbal communication skills1. Be honest, especially when communicating

emotions2. Use a firm, friendly handshake3. Maintain eye contact4. Reinforce your words with tones and gestures5. Be aware of your posture6. Use appropriate gestures to support your points7. Imitate the posture and appearance of people you

want to impress8. Show respect for speakers and listeners9. Touch people only when appropriate and

acceptable10. Smile genuinely, as a fake one will be obvious

The telephoneMost people use the telephone several times a day;

calls are usually straighforward and require little planning

However, using the telephone for business purposes is very different

The person on the telephone represents the company

Important to use tone of voice, inflections and attitude carefully to show professionalism, your readiness to listen carefully, and your ability to communicate clearly

Making effective telephone callsBefore callingChoose the right time to callCheck the numberPlan your callBe preparedAvoid interruptions

Making effective telephone callsDuring the callBe courteous and establish a rapportPut a smile in your voiceCheck your notesObtain feedbackClose in a positive, courteous manner

Making effective telephone callsAfter the callMake notesTake action

Taking messagesRequires both oral and written communication

skillsA pencil and telephone message pad should always

be kept by the telephoneWhen taking messages, remember that the caller

cannot see you; need to give verbal signals to know the message is being understood

A telephone message should be passed to its recipient immediately, or placed on the person’s desk if the recipient is out

Voice processingVoice mail

Allows one to send, store and retrieve verbal messages. Often used in business to replace brief inter-office notes or emails and messages that need no response

Recording your voice mail greetingKeep it brief – no longer than 20-30 secondsState action clearly Be professional – businesslike voice

Leaving a voice mail messageEffective voice mail message: keep it brief, speak

precisely and clearly