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 Physically hear message and take note Affected by external factors i.e noise 2. Interpreting Infer speaker’s meaning based on own experiences Need to understand speaker’s frame of reference 3. Remembering Store message for future reference 4. Evaluating Consider points mentioned and assess their importance 5. Responding Reacting to speaker’s message 6. Acting In certain occasion, action is vital. Put all promised action in writing and make sure to deliver promises
Barriers to effective listening Pre-judgement Selfishness Selective listening
Non- verbal communication Posture Facial expressions Gestures Eye contact Touching
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