1. VERBAL COMMUNICATION

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

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

4. 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

5. 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

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

7. 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

8. Email etiquettes Naming email ID
Bad Example :
Good Example :
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 s, 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 is a reflection of you

9. 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(1) Corny or as outdated as it sounds, first impressions count a lot.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."

10. 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 with 2 new words