VERBAL COMMUNICATION

Last Week Importance of communication 7 Cs Conciseness Clarity Consideration Completeness Courteous Correctness Concreteness Creating the right first impression

Objectives Why and how to improve? Speaking skills Writing Skills Interpersonal Formal Communication Public Speaking Writing Skills Emails/ Formal Letters Etiquettes Telephone

Interpersonal speaking Remember speaking is Indelible – no Second “First Impression” Learn to relate to people – Empathise As you speak, watch the other person to see whether your message is making the desired impression. If not, revise it and try again. Activity – The I’s game

Develop your English Skills Get a good dictionary Concentrate on using correct grammar Read Capture new words Listen to yourself – Imagine yourself speaking Record your Voice & listen Learn to pronounce correctly

Do you know the pronunciation? Buffet Develop Rendezvous Executive Wednesday Transfer Jewelry Vehicle Pizza

Voice, Tone, Pitch I did not SAY I stole the money I did not say that I stole the money I did not say that I stole the MONEY Enunciate wherever necessary Males can project authority with a deeper pitch Females can sound chirpy Vary the speed of your voice Inflection – the above example Loudness of your voice Sharpen your articulation Use pauses for speaking

Email etiquettes Naming email ID Bad Example : coolbuddy_23972@site.com Good Example : Firstname.lastname@site.com Email greeting and sign-off consistent with the level of respect and formality of the person you're communicating with. Write the name of the person, avoid blank emails, respond in time Do not send private, personal mails which are not meant to be shared on official platforms. Double check your list of recipients Don’t use CAPS Avoid using short forms, real words, emoticons, jargon, or slang Don’t ignore your subject line Always include a professional signature Remember your email is a reflection of you

Telephone etiquettes Answer the phone within 3 rings Speak softly Greet effectively Introduce yourself, organization, opportunity Talk with a smile in your voice Be polite Wrap it up Use a good closing line Do not hold the instrument with the mouthpiece cupped in the hand. Hold the instrument by the “handle.” (1) Corny or as outdated as it sounds, first impressions count a lot. It all begins with how we answer the phone. (2) Telephone courtesy is good business. (3) Many times customers form their first impression of a company based on the way an employee answers the telephone. (4) Consequently, decisions are made and relationships are formed or not formed based to a large extent on the effectiveness of those telephone relationships. (N) Just because you can't see the caller, it doesn't mean you have the right to suspend the normal rules of politeness. Be helpful to the caller even if the subject of the call is not strictly speaking your field of responsibility. (?)This means trying to find someone who can help now, or someone who can ring them back later. Don't put the caller on hold and then leave them suspended there indefinitely. (L) (F) How important is tone of voice? Many times, it’s not what you say, but how you say it that impresses – or angers – callers. Remember too that you give out subliminal signals by the tone of your voice, the clarity with which you speak, how fast you speak, the pitch of your voice. You should always devote your full attention to the call; mistakes and misunderstandings will arise if you are doing something else at the same time. Even if the call is a difficult or heated one, stay calm; try to be helpful and never slam the phone down. Learn how to treat each phone call as a separate "performance."

Implementation Download & install Word Web or any other free dictionary Listen, watch & read Treat each call as a single performance Speak as much as possible in ENGLISH at work Daily email with 2 new words