BUSINESS COMMUNICATION ENGB213 Unit 2 Speaking, listening and non-verbal communication

Overview Why are communication skills important? Oral communication in the workplace Speaking skills Listening skills Non- verbal communication How to improve your non-verbal communication skills The telephone Voice processing

Why are communication skills important? To secure an interview To get the job To do your job well To advance in your career

Oral communication in the workplace Private discussion Conversation over lunch Gossip in the lift Telephone conversation Chance meeting in the corridor Informal gathering of staff Instructing subordinates Dealing with clients Formal meetings Interviews Training sessions Giving a presentation Conferences/seminars

Speaking skills Most 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 skills Listening is half of oral communication All effective leaders and managers realise the importance of acquiring good listening skills Consequences of not listening carefully could be disastrous.

The listening process 1.Receiving 2. Interpreting 3. Remembering Physically hear message and take note Affected by external factors i.e noise 1.Receiving Infer speaker’s meaning based on own experiences Need to understand speaker’s frame of reference 2. Interpreting Store message for future reference 3. Remembering Consider points mentioned and assess their importance 4. Evaluating Reacting to speaker’s message 5. Responding In certain occasion, action is vital. Put all promised action in writing and make sure to deliver promises 6. Acting

Barriers to effective listening Pre-judgement Selfishness Selective listening

Non- verbal communication 1.Posture 2.Facial expressions 3.Gestures 4.Eye contact 5.Touching

1.Posture The way people stand or sit.

2.Facial expressions Human faces are capable of communicating a wide range of expression and emotion.

3.Gestures Many gestures are used as we speak.

4.Eye contact Looking someone in the eye suggests openness, honesty, confidence and comfort.

5.Touching An important tool to convey warmth, reassurance, support, encouragement and comfort. Because touching implies intimacy and familiarity, there are strict rules that govern who may touch whom and how.

How to improve your non-verbal communication skills 1. Be honest, especially when communicating emotions 2. Use a firm, friendly handshake 3. Maintain eye contact 4. Reinforce your words with tones and gestures 5. Be aware of your posture 6. Use appropriate gestures to support your points 7. Imitate the posture and appearance of people you want to impress 8. Show respect for speakers and listeners 9. Touch people only when appropriate and acceptable 10. Smile genuinely, as a fake one will be obvious

The telephone Most 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 calls Before calling Choose the right time to call Check the number Plan your call Be prepared Avoid interruptions

Making effective telephone calls During the call Be courteous and establish a rapport Put a smile in your voice Check your notes Obtain feedback Close in a positive, courteous manner

Making effective telephone calls After the call Make notes Take action

Taking messages Requires both oral and written communication skills A pencil and telephone message pad should always be kept by the telephone When 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 processing Voice mail Recording your voice mail greeting 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 greeting Keep it brief – no longer than 20-30 seconds State action clearly Be professional – businesslike voice Leaving a voice mail message Effective voice mail message: keep it brief, speak precisely and clearly