1. VERBAL COMMUNICATION

2. Verbal Communication
Verbal communication is what is communicated through words, written or spoken
Examples of verbal communication include speaking, listening, writing, and reading

3. Spoken (Oral) Communication
Includes face-to-face, speech, telephone, video, radio, television, etc
This is influenced by pitch, speed, volume, and clarity

4. How Can we Improve our Oral Communication?
Speed….number of words per minute.
Clarity…if audible & free of distortion.
Pronunciation…utterance of speech.
Familiarity...acquaintance with words used.
Punctuation…use of various kinds of pauses.
Fluency…Able to express easily.
Expression…transforming of ideas into words.
Content… meaning or substance of speech.

5. Speed Speed….number of words per minute.
While Most Indians speak at 170 to 180 wpm,
their foreign counterparts speak at 110 to 120 wpm.
Slowing down on rate of speech is the first step towards better speech.

6. Clarity Clarity…if audible & free of distortion.
Speech should be loud enough to carry to all the listeners. Judge the acoustics of the room.
Voice Clarity can be mastered with regular practice.

7. Pronunciation Pronunciation…utterance of speech.
Always remember that English is not "phonetic". That means that we do not always say a word the same way that we spell it.
Use a Good Dictionary or work with your Trainer to Correct pronunciation.

8. Punctuation Punctuation…use of various kinds of pauses.
Pause at Full Stops.
Pause at Commas.
Pause at Semi colons.
Pause at Interjection marks.
Pause at Question marks.

9. Familiarity Familiarity...acquaintance with words used.
Learning new words…
Using known words in new contexts…
Understanding contexts and situations before reading again..

10. Fluency Fluency…Able to express easily.
Developing Fluency is a matter of having all the other parameters in place.
Fluency indicates that a comfortable working ability with the language has been established.

11. Expression
Expression…transforming of ideas into words, and also the outward manifestation of a mood or a disposition by way of words.
Expression of different feelings with words, word stress, tone, pitch and inflection.

12. TELEPHONE COMMUNICATION

13. This is a very important skill to have, especially in the workplace
In today’s society, a lot of telephone communication skills have been forgotten
Remember that many of our non-verbal cues are not available to us over the phone
Which ones will not be effective?

14. Employers will be calling all of you when they ask you in for an interview
You need to be able to have an effective conversation and to express interest and excitement about the opportunity
It is also possible for the employer to conduct a telephone interview with you at the time of the call, so we always need to be prepared

16. Initiating Conversation
This means starting a conversation. We need to do this as employees to be able to build co-worker and customer relationships
Shows that we are team players and that we are confident
This is also very important when going in for a job interview
But WHAT is there to talk about?

17. Why to initiate conversation?
Show interest in someone and build a relationship
Get information from someone by asking questions
Make sure that information has been understood
Give information to someone
Clarify what is expected
Save time by checking
Show that you are a team player
Provide service to a customer

18. Would you normally initiate conversation with co-workers
Would you normally initiate conversation with co-workers? With supervisors? With customers?
Complete the chart

19. Unwritten Rules If two people are talking and you need to interrupt
Say excuse me, and ask them if it is okay that you interrupt for a moment

20. Unwritten Rules If someone is working at their desk
Say excuse me, and ask them if it is okay that you interrupt for a moment

21. Unwritten Rules If someone is on the telephone
It is generally not polite to interrupt
Wait until the end of the call
It is important to make eye contact with the person so that they know you are intending on speaking with them after their phone call is over

22. Unwritten Rules If you are having a conversation with someone
It is considered polite for you to let them finish their sentence before you add your own thoughts or opinions
Use transitions like “to add to your point”, or “I was also thinking that..”
In polite conversation, people normally take turns speaking and listening
It is important still to be confident and to make sure that you have your chance to get your point across, especially in larger group settings

23. Unwritten Rules If a customer is explaining a problem
It is not polite to interrupt
Wait until the customer is finished so that you can actively listen and understand their problem

24. Common Greetings to Start Conversation
Hello
Good morning
How are you
It’s good to see you

25. During an Interview
When you are being interviewed, it is important to ask questions when you are asked if you have any questions
This shows that you are interested in the position

26. During an Interview Examples of good interview questions are:
Can you describe the work environment here?
Can you tell me about the day-to-day responsibilities
How soon are you looking to fill this position?
What is the next step in your interview process?
Is there anything else you need to know concerning my ability to do this job?
What is the most important value that this company expects from its employees?
Is there a structured career path in this company?

27. INTERACTING WITH COWORKERS

28. What are the benefits of socializing with the people you are in class here with?

29. Does socializing happen only during school hours?

30. How can we translate this behaviour into the workplace?

31. Socializing with our work team means showing a willingness to participate as a team member
This includes engaging in conversation, showing interest, asking questions, and expressing opinions

32. Every business expects some sort of socialization to occur
Employers value socializing, as this builds relationships that may allow encouragement and support of others
One of the most common ways of socializing is through work functions – staff meetings, special events, etc.
Some companies also offer voluntary socializing like having sports teams or nights out
Be careful to not engage in informal socializing in the workplace. Gossiping and complaining is very unethical and unprofessional

33. Complete handout on how to socialize

34. We can socialize using these skills
Asking questions of coworkers and supervisors
Initiating conversation
Expressing (appropriate) opinions
Being patient with and supportive of coworkers
Showing interest in coworkers lives and jobs
Getting involved in social groups and activities
Being cross-trained in other departments
Recognizing accomplishments by giving compliments
Participating in team meetings